Internet Marketing and Digital Media Strategy Sydney Australia

The timers running!

Customer expectation around complaint resolution has never changed.  Listening, responding, resolving is measured in real time.

It used to be if you were an unhappy customer you told an average 10 people and as happy customer would tell three.  

In today's highly connected, customer centric world everyone has a voice and opinion (the average person on Facebook has 130 friends or on Twitter, 126 followers) - all linked through the many tribes in real time.

News (mainly bad) spreads like a wild fire on dry open grass land.

In business your customers are already talking about you - service mediocrity and product commodities share common value - is your customers' experience exceptional and shareable?

It's now been several hours now since I tried to call Telstra (gave up waiting on hold) then tweeted about a reoccurring billing problem.

The tweet response took 45 minutes - it's several hours now - at least I'm not waiting on the phone line or had to send a letter by post!