Week 3 Discussion - Unhappy Customers
From the video,
Marketing Foundations: Influencer Marketing: Unhappy Customers
Links to an external site.
answer the following question:
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Did United Airlines do anything wrong? Was the customer's reaction justified?
Provide a rationale for your answer.
Imagine a similar scenario that would apply to your hypothetical company.
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Describe a potential social media complaint (including the platform) and how
your company might respond. How would you maximize customer satisfaction
and positively impact your brand visibility online?
Read and respond to at least one of your classmates' posts.
Greetings all,
United Airlines dropped the ball all the way around by not being courteous or responding to the
customer within in a timely manner. Nine months is extremely too long to rectify a circumstance,
especially that it was not the customer’s fault. This gesture gives the impression that United
Airlines does not care about or respect its passengers nor their belongings. I would agree that
the customer’s response was justified. Simply acknowledging the issue, apologizing and
providing some sort of solution or effort towards a solution would have sufficed. However, United
Airlines negligence caused the customer to take matters into his own hands which in return
shedded a negative light on the company as a whole.
Regarding my hypothetical business, Divinely Tamed, a potential social media complaint could
be a client disliking a hairstyle because it does not look like the photo they brought in. Let’s say
the client used Facebook as a way to express their complaint. First and foremost, I would
respond to the client’s complaint with the utmost respect and care by showing gratitude that
they allowed my business to service them. I would acknowledge their concern, apologize for not
meeting their expectations and set up a day and time that accommodates the client to analyze
and examine the style that was completed. I would avoid making excuses at all costs and simply
focus on providing a solution that satisfies both parties. While analyzing the dissatisfied style, I
would also be completely honest. If their hair length or texture would not give the result they are
expecting, I would disclose that. Also, if my abilities do not measure up to completing that
specific style I would disclose that as well. I’ve found that customer satisfaction stems from
honesty and respect. I would treat my clients in a way that I would want to be treated on and off
