There are plenty of bad customer experience stories online – on homepages and blogs, forums, twitter, and elsewhere. In last year’s UK Customer Care study we found that
- 3% of respondents who had a serious problem with some product or service wanted revenge and make [the company/organisation at fault] pay for the hassle and inconvenience
- 10% just wanted to express their anger / tell their side of the story
These answers weren’t exclusive, the respondents typically also wanted their problem resolved, an apology or explanation etc.
Some people though have the resources and time to really push the boat out…
[youtube=http://www.youtube.com/watch?v=5YGc4zOqozo&hl=en&fs=1&]
At the time of writing this post, it has been viewed over 1 million times on Youtube in just a couple of days, and needless to say the video has made the news. Just a shame that it takes nine months and a professionally produced video before the airline accepted responsibility.
