Both good and poor examples of customer service have most likely existed since the very beginnings of business. Thus, word of mouth, whether in ye olde village or in more modern times, has always been important.
However, it certainly never had the immediate and powerful impact to either make or practically destroy a business as it now has thanks to social media.
In the next video, we’ll again take a page of wisdom from Unmarketing and look at an opposite example. The solution will seem so obvious. And it is. Of course, that doesn’t mean it will be applied.