BJC’S SCIENTIFIC METHOD

Some people have probably read my blog, my Facebook posts, Tweets, and emails wondering why I’d go to such trouble for a crappy flight and lost bag on United Airlines.

I’ve successfully connected with key influencers in the company…

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Maggie Lang is a marketing executive with United Airlines…

I’ve also engaged several other angry Twitter users in a convo about United…

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Dennis Tarrant was stuck with me in the LAX airport…

Truth be told, I wanted to demonstrate how ONE (1) problem customer can really cause an uproar for your business!

With a few blog posts and some tweets sent out to strategic Twitter accounts, I caught the attention of United Airlines’ Corporate Customer Service department. Moreover, I had United Airlines executives contacting me on their personal Twitter accounts (@maggielang). I didn’t have to sit on the phone: pressing numbers, hearing John Tesh music, and waiting impatiently for someone in a call center to tell me I could write a letter or there was nothing they could do. I got to the top by opening my digital mouth and ranting and raving (really only about 2 hours of work…)

This, my friends, was an exercise to prove the power of social media and how influential (and troublesome) ONE customer can be. If you think I was obnoxious in the past weeks, imagine how your business can be affected by someone who had a fly in their sandwich or got a kink in their neck after a training session with you. The fact is people listen to their peers & friends: they want to know about their experiences. They trust their judgment and take their recommendations to heart. I still have people wanting to hear the call from yesterday. Yes! Me on the phone with Customer Service! Why? Because I MADE it a huge deal for my friends and peers.

If nothing more, you should see how important it is to have a system in place to collect & manage customer feedback before some Digital A-hole” like me can start typing…

Have questions about your online reputation? Ask me!

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