Handling the hostile customer

Earlier this week, a disgruntled customer of British Airways paid for a ‘promoted tweet’ to denounce the poor service his father had received at the hands of the airline. It’s a symptom of changing expectations among digitally-savvy consumers, who’ll give a brand just minutes – in this case, just 15-30 – to pick up a customer service issue before they get angry. And now we’ve all got access to platforms to kick up a real stink.

Simon Booth-Lucking from one of our partner agencies, Claremont Communications, was interviewed on BBC World earlier today commenting on the story and the issues it raises, along with the sender of the tweet in question, @HVSVN:


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