(This post is part of an ongoing series with Brian Solis “17 Cartoons That Will Change Your Business,” inspired by Brian’s book, “What’s The Future Of Business?” To sign up for the gapingvoid newsletter and download the above image for your use please CLICK HERE.)
It’s the one customer out of a hundred who is going to post a negative review, or tweet about an overbooked flight.
“But here are ninety-nine customers who had a fantastic experience and just didn’t say anything because they got what they wanted this isn’t fair!”
That may be true, but the internet totally doesn’t care.
To survive, you need to meet Generation C more than half way. Find the complaints, don’t ignore them. Then respond to them publicly. Be courteous, not defensive. Don’t pander.
The internet may not WANT to kill you, but just like nature, if you don’t respect it, it will.