The anonymous customer now has a voice. Of course, Leonard Jones is not an unknown musician. He was a faceless one to Lufthansa.
Thanks to social media, the old ways of relating to customers are long gone. Customers who have an opinion will voice it; especially dissatisfied ones. Here's the story of Leonard Jones, Ricky Skaggs, Lufthansa, a guitar and the #LufthansaHaveAHeart hashtag
How One Anonymous Customer Service Rep Can Create A Brand Antagonist
For The Want Of A Horseshoe Nail
How one anonymous customer service rep can create a brand antagonist from a brand champion.
#LufthansaHaveAHeart.
“For the want of a nail the shoe was lost,
For the want of a shoe the horse was lost,
For the want of a horse the rider was lost,
For the want of a rider the battle was lost,
For the want of a battle the kingdom was lost,
And all for the want of a horseshoe-nail.”
Benjamin Franklin
How One Anonymous Customer Service Rep Can Create A Brand Antagonist
Converting a brand antagonist from a brand champion.
The story of Leonard Jones
#LufthansaHaveAHeart.
This ended well for Leonard Jones: but not for Lufthansa though.
Lufthansa you could have done this:
Ricky Skaggs gives Leonard Jones his guitar.
See also, "How One Anonymous Customer Service Rep Can Create A Brand Antagonist"
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