T-Mobile, the American cellphone company, don't operate in Australia; the quality of their customer service isn't something I care deeply about. However, this scathing rant by Joel Johnson, editor of Gizmodo, serves as a classic case study for any modern service company.
Gizmodo is a fairly popular site, attracting over 50,000 visitors per day. Significantly, it's a site that's read and respected by influencers and early adopters: T-Mobile's market for their premium products. Most importantly, Gizmodo's a site that gets a lot of GoogleLove: 7th in the Technorati Top 100, this article will get linked and will shoot up the Google rankings.
Clearly, one article from one gadget site is not going to destroy T-Mobile's business. It is going to cost them a whole lot more than it would have done to give decent service to several thousand potential Joel Johnsons though.
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