I wish that all my experiences with brands were pleasant. However, like many consumers out there, some of my interactions with companies often leave a bad taste in my mouth. Not so long ago, the most effective way for frustrated consumers to vent about their horror stories was to share it with close friends. Now, with the rise of social media, bad customer service experiences can be shared with the entire world in a heartbeat.
Just take a look at this video created by a frustrated United Airlines customer. With the help of a catchy guitar riff, his story about broken guitars has earned more than 130,000 views and more than 1,000 comments in just two days (as of 1pm on 7/8).
What does this mean for brands? Customer service is indeed the new PR. Treat each customer interaction like the end result will be on display… and possibly turned into a song.