You might remember a post I did a while back, talking about an experience I had with Alaska Airlines and using it as an example of how to deal with angry customers.
Well, let me tell you what the fall out of the episode was. It’s an interesting example of the power of the web.
A week or so after, I had a call from Ray Prentice, the VP of Customer Service at Alaska. It took us awhile to connect, but when we did, we had a great discussion and almost none of it touched on that specific experience. Alaska’s regular customer service procedure had rectified the situation to my satisfaction by then and I told Ray that.
Rather, we had a discussion about customer service in general, including many of the points touched on in that blog post. Ray had read the post after someone had forwarded him the link. Then, Ray asked me if I wanted to serve on Alaska’s Customer Advisory Panel. After shooting off my mouth, how could I refuse? Besides, I really do like the airline and would love to help them become an even better airline.
The question is, would that have happened without the Internet? I think not.