(It wasn’t all loafing and spray cheese. While I was on vacation, I had a few articles published in other places. This originally ran last week in Eyes on Sales.)
Some experiences are just meant to be shared. Whether it’s your town elders grousing at the coffee shop or a busy mom blogging the praises of a new educational toy for toddlers, people talk. Word gets around. And you can forget the middle ground because nothing makes news spread faster — in other words, nothing is more “shareworthy” — than a spectacularly good or a dreadfully bad experience.
Social media means customers’ experiences are shared with a wider audience than ever before — at lightning speed.
Companies need to make sure they are providing shareworthy customer service, and that it’s coming from the right end of the spectrum.