PlusOne - Musings of a marketer

I came across this article in, of all places the Hindu Business Line (they are switched on in India). The article titledViral de-marketing points out quite graphically how poor word of mouth can effectively de-rail a business, especially so using email, SMS and blogs where the ease of rapidly disseminating negative views is so easy.

While it is a while since I have done my customer service training courses (but still available as a speaker!) it shows the importance of having effective customer complaints processes in place, including ASKING for feedback from customers about their experience.