I got an email this morning that shared this story:
A customer was told by Verizon Wireless that his roaming data rate in
Canada would be .002 cents, however when he got his bill he was
instead charged .002 dollars. After multiple attempts with multiple
call center agents none of them could realize the difference between
dollars and cents. After a couple of failed calls, the guy recorded
his next two phone calls with Verizon, posted them to YouTube and
created a Blog. It's pretty funny actually...unless you are Verizon.
In less than 30 days the original YouTube posting of the recorded
audio reached the #1 Top Rated in the News and Blogs category. As of
today the audio has been heard by nearly 1/2 a million YouTube
viewers. The audio is also on a site called PutFile.com and has over
100K listens there. Who knows how many more sites this has been
Listening to the YouTube audio is a painful experience.
It's a good reminder that in the connected world in which we live in every customer interaction is critical to the success of your brand.