A few years ago, when my Nintendo Gamecube broke down, I called them up and told them about my problem. I shipped them my unit and received it back repaired.
Total turnaround time: 7 days. Cost: $0.
A disappointed customer was instantly turned into a super loyal fan. (present problems aside)
In present day, being able to call a company isn’t always a given. A lot of things are done online.
Submitting a complaint form in itself is a gauntlet of frustration that oftentimes filter out the weak.
But what happens when companies become accessible through social networking? Continue reading