Yesterday I wrote about a PR story-gone-viral about Paul Christoforo and Ocean Marketing – and how they had put on a clinic on horrible customer service. Well, it turns out that there is indeed a cost to lousy service, as N-Controller just fired Christoforo and the company.
It wasn’t that long ago that when things went wrong, customers really didn’t have much of a voice. Now they (we) do. It’s called the internet, and it’s loud, powerful and game-changing.
Companies used to be able to get away with abusing their customers without a lot of repercussions. This is a great case study on how things have changed.