what is the best way to approach carol burnett?
Twenty years ago, if a customer had a bad experience with your company, it didn’t matter quite as much. Sure they could tell their friends, and if enough people had bad experiences, they could tell their friends. Eventually, it would catch up with you. But it didn’t happen overnight. But today, things are different. Digital communication has changed everything. If a customer has a bad experience, he can email his friends, Twitter his followers, or blog about his experience. In the blink of an eye, one bad experience can cascade into thousands—and even millions—of impressions. Brands can be damaged in a few days. For example, David Alston Twittered about his wife’s bad experience with UHaul. He said, My wife just went through a totally rude customer service experience with our local UHaul rep. Downright rude. Do they want the business?” Within seconds, he broadcasted this message to the 1,500-plus people who follow him on Twitter. Within an hour two dozen others used Twitter to share th
