Yikes – now what do you do?
Alan Meckler – CEO of Jupiter is mad at FTD – and he writes about it on his blog (via Micro Persuasion).
With customers now having blogs to voice their dissatisfaction and tagging services and other prospective search tools to discover those postings, bad news travels faster than ever. And if it is still true that dissatisfied customers are four times more likely to discuss their experiences online than satisfied customers (study here – free but requires registration) then companies have to be extra careful about debugging all their interfaces with the customers before launching new services.
It will be interesting to see how FTD handles the situation.
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