Would you use a blog to highlight poor customer service?

June 25, 2010

As many of my regular readers already know, my answer to this question is a resounding Yes.

The Kwik Fit example, where I utilised a rising audience to highlight life-threatening service from Kwik Fit Whiteladies Road branch in Bristol, has consistently gained 100+ hits per day since the wholes debacle went public online recently.

And whilst it hasn’t caused a shift from Kwik Fit management – at least not publicly, anyway – what has come to light are the following things:

* The Search rankings have stacked up against Kwik Fit for key phrases, such as ‘Kwik Fit reputation’ on Google in a short space of time

* Kwik Fit management are scouring the blog daily for keywords under their senior managers’ names

* Whilst not publicly addressing the issues I highlighted, Kwik Fit are painfully aware of the true cost of poor customer service

The further examples listed on the blog post – now up to around 60 comments – are making it clear that blogs are a powerful and useful online platform for voicing bad as well as good things about companies. The Facebook anti-fan page is doing well, too.

My question is this – have you, or are you considering, using a blog as a forum to express poor customer service?

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