I have spent the last two-plus months being a frustrated customer…a very frustrated customer. I did everything by the book, followed protocol, adhered to chain of command, you name it, but no one was listening or helping or caring. I felt like I had nowhere to turn for a service problem that was very real. It made me crabby, irritable, and I lost sleep over it. This was service failure of the worst kind and quite frankly, it made me question my loyalty to a brand I had touted for so many years. It was also a really good reminder for me of how easily our customers can get lost within our own doors, virtual or otherwise.
Why Your Customers Turn to Social Media for their Customer Service Problems