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The only thing that spreads faster than good news on the web is bad news – as management at Nivea towers have discovered.
Nivea is just the latest in an increasingly long line of companies that have seen their reputations come under fire from empowered consumers using social media tools to give vent to their feelings.
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Very many thanks to the lovely Michelle Rodger from Scotland on Sunday for including me in a piece all about cyber profiling.
Have a read of the article here http://scotlandonsunday.scotsman.com/business/Michelle-Rodger-Big-Brother-can.6798766.jp
In our last post about common sense customer service we were going to use the expression “not happy, Jan” but decided against it because we weren’t sure how much resonance it would have outside of Australia.
So, seeing as it is a bank holiday weekend here in the UK we thought it would be fun to share with you the source of the expression “not happy, Jan” so that when we use it in future you will know exactly what we are on about!
Enjoy this slice of classic Australian advertising from the early 2000′s.
Hope you enjoy your holiday weekend.
Customer service should be easy, shouldn’t it? It’s just common sense, right?
But there are many different interpretations of what constitutes common sense – my common sense might not be yours and vice versa.
Your brand is not in your hands anymore – it’s an unpalatable truth for many businesses, but it is the new reality of the information age.
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