Social media - the highs and lows

There has been an excellent example this week of how much more coverage a bad customer experience story can get over social media, as opposed to a good story.

United Airlines have been all over the news feeds for, not only the dreadful treatment of their passenger by their front-line staff, but also the CEO's handling of the whole situation.

Turkish Airlines staff, on the other hand, delivered a premature baby on a flight, and were praised for their calm handling and care of the situation.

Two extremes, but the latter story has barely been mentioned.

It just proves the fact that if you don't look after your customers, the bad news will spread far quicker and do untold damage to your business.