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Sometimes a great new service actually enrages customers, simply because its service operations are not managed properly. In this age of social media, customer outrage can happen much more frequently and get out of control much sooner. In this chapter we look at what happens when interaction with the customer base gets completely out of control. We investigate a case of a very successful service that provided great quality at very reduced prices to customers but that still led to a national outrage. Senior management found itself forced to appear on national TV on consumer programs in front of audiences full of enraged and deeply frustrated customers of this new service. They felt they were truly very unlucky. Or could they have seen this coming?
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- Customer Interactions: How to Enrage Customers with a Great Service
- Chapter 4
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