Customer service tends to be low on the priority list for most companies…
…especially large companies, for some reason.
Sure, they all pay lip service to the idea…
…but few actually deliver.
Poor Tom Fishburne clearly had a bad experience with United Airlines…
…and from the video in his post “your call is very important”…
…clearly he is not the only one!
Marketing and advertising doesn’t exist in a vacuum from the rest of the company. It needs to reflect the reality of what the company is and does.
And what the company is and does needs to be consistent with what advertising and marketing says the company does.
All too often, especially it seems at large companies, marketing and advertising takes place in some fantasy world divorced from reality.
The result is disappointed and angry customers…
…who will hang up permanently!
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