We love digital - Call
03332 207 677 and say hello - Mon - Fri, 9am - 5pm
Call 03332 207 677
Unlike 08 numbers, 03 numbers cost the same to call as geographic landline numbers (starting 01 and 02), even from a mobile phone. They are also normally included in your inclusive call minutes. Please note we may record some calls.
As we’ve covered many times in the Koozai Blog, social media can be a force for good publicity just as easily as it can be for bad. A lesson that United Airlines executives must now be learning the hard way.
There are some people who will reluctantly accept bad customer services, then there are others who will write letters to show their disapproval, and finally there are those who pick up a guitar and video camera to sing a song to distribute through YouTube; people like Canadian musician Dave Carroll for example. His initial ire with unhelpful customer service officials over damage inflicted to his treasured guitar has spilt out into a global phenomenon.
The initial song, United Break Guitars, from a proposed trilogy of airline angst related tunes has amassed over 3.5 million views. Whilst Carroll has since been offered the compensation (which he rejected) it has proven to be a huge public relations blunder, wiping of 10 percent of the company’s stock value in the process (a purported $180million no less!)
Fortunately not all mistakes are magnified to quite this extent; however, in the modern world where communication is so free and accessible, greater emphasis has to be put on how you deal with customers. Whether you’re a large airline company or a small Ecommerce firm, you can’t afford to have major lapses online or off.
Social media has the power to transpose a small story into a major one. Yes, you can use this to your advantage with positive reviews and equally affirming news stories, but never forget that there is a flipside so always be prepared.
Samantha Noble is well known within in the search industry, she even won the UK Search Personality 2016 at the UK Search Awards in November. This year, she continues to make an impact on the industry by judging not only one, but three, prestigious industry awards.