Opine Consulting » First Capital Connect http://www.opineconsulting.com Advises corporate and government clients globally on strategic marketing, innovation and service management Sat, 04 Sep 2010 15:59:49 +0000 http://wordpress.org/?v=2.9.2 en hourly 1 Customer service or customer servicide? http://www.opineconsulting.com/customer-service-or-servcide/ http://www.opineconsulting.com/customer-service-or-servcide/#comments Mon, 10 May 2010 11:01:55 +0000 Simon Kirby http://www.opineconsulting.com/?p=518

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]]> Customer service failure?

Can any company with bad customer service survive in a world of ubiquitous social media?

Here’s a small round-up of the many ways in which my local train company, First Capital Connect, is committing customer servicide.

  • Twitter feed of real-time feed of passenger angst.
  • Search YouTube for First Capital Connect and results are full of documentary evidence of lousy customer service.  The most witty reflection is below:

  • Online government petition to end First Capital Connect’s franchise here.
  • First Capital Connect official Facebook page (364 members).
  • I hate First Capital Connect Facebook page (2,548 members).
  • FirstCrapitalConnect parody site (Page 1 on Google for ‘First Capital Connect’).

Can’t help but think that as a shareholder, I’d be worried.  I can’t help but think that this weight of authentic, peer condemnation neutralises any investment that FCC could make in its brand.  Putting it another way, your customer service is your brand.


Related posts:

  1. Bad customer service is dead
  2. Old-school hip-hop and a pretty strange lesson in customer engagement
  3. New utility customer service challenges

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