This is not a little ditty about Jack and Dianne. This is a story about two top mavens belonging to a web design group in Seattle Washington. Shane Atchison and Tom Farmer, CEO and Director of Strategy for ZAAZ respectfully, are frequent business travelers. Their positions are not important in this story. What is important is the fact that Shane and Tom are regular hotel customers. The story I will outline touches upon a business trip “from hell” and the powerful use of the internet to spread the story with the rest of the world.
Shane and Tom were victims of a much too regular occurrence for business travels. They had a horrible experience with a specific hotel. Many customers today can relate in to this story with their own experience. The difference here is the aftermath. Shane and Tom took it to themselves not only send their complaint to the hotels headquarters, but create a prolific PowerPoint slide to illustrate their story. The result is a powerful form of sharing an expansive view of customer feedback.
For length purposes I will post only a fraction of the presentation which may be viewed in its entirety right here (click on PowerPoint Presentation). I recommend glancing through the entire presentation.
This is a very modern idea of customer complaints and feedback. To the date, it's believed that over 500,000 people have viewed this PowerPoint. I would say Shane and Tom made their point.
Kyle Sawdey
The Fox Den
cited Winning Behavior, Bacon and Pugh
MainSail.com