The Trust Deficit

Does your company or brand earn your customers’ trust every day?  If it doesn’t, you’ve got problems that transcend marketing and marketing messages.

Do you trust the Better Business Bureau? Watch the video before answering.

Trust issue #1: Performance

I had a client in the telecom business who told me that the problem with his customers (already a bad start, isn’t it?) was that they blamed him and his phone systems every time phone service went down due to the Internet service provider. Well now. If my system went down every week, I’d blame the guy who advised me to buy it, too. Continue reading

Bad month for United Airlines

[youtube=http://www.youtube.com/watch?v=5YGc4zOqozo&hl=en&fs=1&]

Is customer service becoming more important every day? Or does it just seem that way, now that consumers have so much social media power at their disposal? (See Bad Day At The Beach.)

The video above, “United Breaks Guitars,” chronicles how the gentleman’s guitar suffered at the hands of United baggage handlers (see Guardian.co.uk article). To United’s dismay, the video became a runaway YouTube hit.  Apparently, United doesn’t understand that it’s easier to make your existing customers happy than to find new customers.  Continue reading