Just a few days after FedEx had a delivery fiasco go viral on Youtube, UPS was caught in a similar situation. While not as extreme as the FedEx error, the driver was quite intentional in his action. The driver gave the camera that was recording him the’ third finger salute’ and then threw the box on the customer’s doorstep. The box appears to be from Zappos. It is possible that the contents were shoes or clothing which were not likely to break but Zappos do sell accessories which might be damaged. Here’s the video which has been seen far fewer times though other sites also are showing the video. Notice the difference in how the crisis was handled by UPS compared to Fed Ex.

On Dec 19, 2011, a Youtube video was uploaded showing a FedEx Employee delivering a monitor by throwing it over the fence. It went viral. As I write this post it has been seen more than 5.7 Million times. Imagine the embarrassment of FedEx! FedEx responded with a video of their own with 11 elements worth noting. Alas the video has only been seen by about 5% of those who saw the first video.

Here’s another story about consumers against large organizations: in this case a bicycle rider versus the New York City police department, using a Youtube Video. The bike rider happened to be, Casey, a TV personality from the show ‘Neistat Brothers’ and with a filming crew, created the video below. (Please don’t try these stunts at home.). It went viral and has been watched over 3 Million views. Google shows over 241 related articles.

Social media continues to strengthen the consumer’s ability to get satisfaction from large organizations where front line employees have been unable to resolve issues. This story is about Delta Airlines and baggage allowances for US Army soldiers returning from overseas duty in Afghanistan. An issue arose and a dissatisfied soldier posted a video on Youtube that went viral and embarrassed Delta Airlines. It took less than a day for Delta Airlines to issue an apology and change their policy but 200,000 people have seen the video. It was removed from the Youtube site, but the web never forgets and a mirror site picked it up and 20,000 more people have seen it on the mirror site. Outrage followed with news wires picking up the story and there are 1284 articles on this topic on Google.

Word of Mouth converts sales at 78%

Thursday, May 19th, 2011

Word of mouth has always been known to be the most effective mode of promotion for your product or service (positive or negative). We know that web techniques have changed the equation of how fast word of mouth can travel, from friends and family to going viral on the internet. Here’s an interesting video from American Businessman, Gary Vaynerchuk, author of Crush It, Why Now is the Time to Cash in on your Passion and The Thank You Economy, that talks about the changes in marketing, customer satisfaction and advertising.

Social media added new complexities to customer satisfaction strategies and processes and Mobile adding another new dimension. Mobile phones are being used by consumers to choose local businesses with positive user reviews. A video of the iPhone Yelp app shows how.

Here’s an excellent recent overview video on Social Media statistics. It is oriented towards executives and marketing departments. But there are lessons for Customer Satisfaction, customer service and public relations professionals as well.

BP’s Oil spill has put it in the spot light, mostly with negative publicity. BP has attempted to fight back with improved communications on the $20 Billion fund, a new leader and Gulf Coast Restoration organization, clean ups and preparations for hurricanes. It has prepared 4 videos on these subjects but then make them hard to find except on the BP site. Small changes in the company website to improve search engine optimization would help BP’s reputation management cause.

The recently released Social Media Revolution 2 video shows some very surprising statistics for Facebook and Youtube. Will traditional customer survey processes survive in the consumer market place?

Bravo for the US Government Department of Transportation for imposing new passenger protection rules on Airlines with real teeth fines for failing to comply. New rules include the 3 hour Tarmac Rule (US Domestic Flights), provisions for international flights, fines for chronically late or canceled flights, and a requirement to publish the Airline’s complaint process prominently, a requirement to document the Airline’s customer service plan and report back to the DOT after self auditing. Passengers have a way to report non-compliance.

Hide me
Sign up below to receive a Free Report (Retail Value $150.00)
Name: Email:
Show me