What happens to the brand Pizza People? It drops instantly in the brand ladder of all the people who read that facebook update.
Is this a war situation for Pizza People? Not now it’s just a small battle.
It’s a WAR like situation for Pizza People.
Only one solution, improve the service and don’t let such incidents happen again. Make sure that the Customer walks out of your place with a good experience unlike Mr. Mohan.
This case is applicable to every industry, every product and every service. A customer today is equipped with arsenal good enough to take a company down.
So is this a War? if we take a cue from Al Ries and Jack Trout, it is.
How to tackle this?
What should a company do to make a brand?
1) Advertise? No
2) Brand ambassador? No
3) Shout on top of its voice? No
4) Serve the customer well and deliver what he/she expects? Yes
The basic concept remains the same. Serve the Customer well and assume that Customer is King. And equipped with so much these days, he is an emperor!
Whatever be the case, the bottom line is that do not disappoint the Customer. Whether it was 1970 or present day, power of customer can’t be underestimated.
But take care and don’t overdo it to win the customer. Else you need to be ready for another Facebook update, “These Pizza People guys are so irritating. They are behaving as if I am a fool and can’t take any decision on my own”