This blog originally appeared on the DLA blog here
The World Cup is one of the biggest (if not the biggest) sporting event in the world
In Australia the company that provided the streaming of the events had some problems providing the service. So where did people go to complain? Social Media of course. It has now become the place where we all go and complain and praise brands.
Nobody is surprised with that, or you shouldn’t be. Except that in Australia the Prime Minister stepped in and tweeted he had spoken to the CEO of the Australian company. Then that brand (the CEO didn’t have a Twitter address) apologised on Twitter.
None of this is very surprising to me anyway. We all do it and with 80% of the internet enabled world on Social it is only going to get bigger and bigger.
Now most brands by now have got this, if not you are way behind. It’s usually tucked away within an omnichannel customer experience strategy. Where customers can contact the company over telephone, social, etc, etc.
This blog continues on the DLA blog here