Social media has changed a lot of things, but look at what it has done for (and against) customer service. The options of angry customers used to be limited to letter writing and in-store temper tantrums. But not any more...
The most recent popular customer service story is told by Canadian musician Dave Carroll about what happened to his beloved Taylor guitar on a United Airlines flight. You can read the "short" version of his story, but I recommend watching the music video he created. Unfortunately for United Airlines, it's quite a catchy tune.
Dave Carroll seemed reasonable in his quest as a customer to get his guitar fixed. He followed the process United puts customers through. But United appeared to not take his request seriously. . . at least until he released the clever song on YouTube. United has changed their tune but it's a lot too late. Even Taylor Guitars got their two cents in.
Now everyone who watches will not associate United Airlines with the thousands of passengers and bags who arrive safely every day. Nope, instead they will now remember Dave Carroll and how "United breaks guitars."
When I visit companies and customers, I travel with one of our 19" Digital Signs in a Box. Because of the case's size, I have to check it with the regular baggage. I'm always concerned that something might happen to it en route to my destination but, knock on wood, I've dodged any disasters thus far. Plus, it weighs about 50 pounds so it's not so easy to toss around on the tarmac. . . I hope.
As a former customer of MediaTile, I know how important customer service is. And now that I'm an employee, I make customer service a priority. We've made every attempt to make our digital signage simple and easy to install and operate, but from time to time customers do have questions or issues. It could be concerns relating to digital signage content they are trying to upload or questions about how to get a schedule in place for effective business communication.
No matter what the inquiry is, we take it very seriously. I take it very seriously. But this is also isn't to suggest that United Airlines doesn't. I'm sure there are thousands of satisfied United customers, but it just takes one disappointed (and musically talented) customer to change the perception.
It cost Dave $1200 to fix his guitar. What has this video cost United Airlines? We'll see.
The most recent popular customer service story is told by Canadian musician Dave Carroll about what happened to his beloved Taylor guitar on a United Airlines flight. You can read the "short" version of his story, but I recommend watching the music video he created. Unfortunately for United Airlines, it's quite a catchy tune.
Dave Carroll seemed reasonable in his quest as a customer to get his guitar fixed. He followed the process United puts customers through. But United appeared to not take his request seriously. . . at least until he released the clever song on YouTube. United has changed their tune but it's a lot too late. Even Taylor Guitars got their two cents in.
Now everyone who watches will not associate United Airlines with the thousands of passengers and bags who arrive safely every day. Nope, instead they will now remember Dave Carroll and how "United breaks guitars."
When I visit companies and customers, I travel with one of our 19" Digital Signs in a Box. Because of the case's size, I have to check it with the regular baggage. I'm always concerned that something might happen to it en route to my destination but, knock on wood, I've dodged any disasters thus far. Plus, it weighs about 50 pounds so it's not so easy to toss around on the tarmac. . . I hope.
As a former customer of MediaTile, I know how important customer service is. And now that I'm an employee, I make customer service a priority. We've made every attempt to make our digital signage simple and easy to install and operate, but from time to time customers do have questions or issues. It could be concerns relating to digital signage content they are trying to upload or questions about how to get a schedule in place for effective business communication.
No matter what the inquiry is, we take it very seriously. I take it very seriously. But this is also isn't to suggest that United Airlines doesn't. I'm sure there are thousands of satisfied United customers, but it just takes one disappointed (and musically talented) customer to change the perception.
It cost Dave $1200 to fix his guitar. What has this video cost United Airlines? We'll see.
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Comments for MediaTile: We don't break guitars