Did It Change Everything? - Gary Lemke - ContactCenterWorld.com Blog
In life, there are certain events or stories that change things as we know it. They become the poster child for the new way, the new world. Over the last few years, countless stories have been told about disgruntled and/or demanding customers who have flexed their newfound social network power. They now have a voice.
Speakers and pundits have proclaimed, “This changes everything.” It has created somewhat of social media wildfire, an impetus to do something social. And most organizations have done something. Now those organizations are trying to figure out if that something made a positive difference to the customer experience? . . . and to the bottom line.
I going to dig into the archives for a post mortem analysis on one of the more famous social media stories. His name is Dave Carroll. I call him Guitar Man. If you don’t know the name, perhaps you remember the song, “United Breaks Guitars.”
Do you remember the story and/or the song? I will tell you what impact this event had.
Publish Date: October 15, 2011 11:29 AM