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, Twitter feed of real-time feed of passenger angst.
- 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.