Mark Cuban on customer service

A great quote: “In the internet age, one happy customer might make a note in their blog or forward an email. An unhappy customer, starts a blog, writes about how unhappy they are, takes out an ad on search engines to let people who are looking for the product know how mad they are, starts an email forwarding chain asking people to boycott the product, does a Youtube video about it and games Youtube to make it one of the top 10 most viewed videos…. You get the picture.”

I think Cuban’s post was intended to inspire CEOs to be more customer friendly. However, I think more corporate executives are drawn to the promise by “reputation managers” that they can “seek and destroy” negative stuff. If I were a cynic, I’d advise college seniors and others looking for a job in corporate communications to add a heading on their resumés called “Online Reputation Management Skills” and under it, highlight their experience in gaming YouTube and Google bombing.

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