Smart Mobs: SmartMob Communities on the Internet drive a Media Storm to AOL:
from SmartMobs
"SmartMobs of informed customers can now use the Blogosphere to make a comment of bad customer service according to a story in the New York Times.
'When Vincent Ferrari, 30, of the Bronx, called AOL to cancel his membership last month, it took him a total of 21 minutes, including the time spent on an automated sequence at the beginning and some initial waiting in a queue. He recorded the five minutes of interaction with the AOL customer service representative and, a week later, posted the audio file on his blog, Insignificant Thoughts [I didn't link to it because it seems to have installed something when I clicked through].
Once Mr. Ferrari put the 5 minute excerpt of his AOL customer service frustration on his website it was Digged and in the New York Times on the same day and blew through 12 Gigabytes of bandwidth and 700,000+ hits in 12 hours. 'I'll be back, but I have to give my server a rest so the other folks on it don't kill me. See you soon, and sorry for being too damn famous for my own good.'
The use of the Blogs to spread ideas and form opinions has taken even the largest corporations by surprise - they need to participate in the conversation - as it's a conversation that is going to happen with or without them."
from SmartMobs
"SmartMobs of informed customers can now use the Blogosphere to make a comment of bad customer service according to a story in the New York Times.
'When Vincent Ferrari, 30, of the Bronx, called AOL to cancel his membership last month, it took him a total of 21 minutes, including the time spent on an automated sequence at the beginning and some initial waiting in a queue. He recorded the five minutes of interaction with the AOL customer service representative and, a week later, posted the audio file on his blog, Insignificant Thoughts [I didn't link to it because it seems to have installed something when I clicked through].
Once Mr. Ferrari put the 5 minute excerpt of his AOL customer service frustration on his website it was Digged and in the New York Times on the same day and blew through 12 Gigabytes of bandwidth and 700,000+ hits in 12 hours. 'I'll be back, but I have to give my server a rest so the other folks on it don't kill me. See you soon, and sorry for being too damn famous for my own good.'
The use of the Blogs to spread ideas and form opinions has taken even the largest corporations by surprise - they need to participate in the conversation - as it's a conversation that is going to happen with or without them."
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