Customer Claims Uber Driver Staged Vomit Scene To Collect Bogus $200 Cleaning Charge
If you own a car that you use to drive strangers around in, it’s a nasty, expensive surprise when one of your passengers vomits up their dinner/night on the town in your car. But one Uber customer says she was hit with a $200 fine for a phantom puking session that never happened while she and her friends were in the car. Instead, she claims the driver faked the whole thing just to collect the dough.
What happens when your safety record, or commitment to it, is called into question over a tweet, status update or even a poor review on Yelp!? What are people saying about your brand that you might not even be aware of? Social listening is an essential tool in your arsenal, and Google Alerts has been useless for years and yet almost every person we talked to counts on this worthless feature. So what can we learn from these incidents?
Fresh on the heels of Valentine’s Day, and returning to work the next morning seemed a good time to take stock of how your marketing or branding efforts pay off. Where it matters, in the hearts and minds of your customers. In your office right now maybe you or someone still has that thoughtful bouquet that their loved one sent them, fading as it were, from sitting there all weekend.
That is how you should view your efforts, what is their shelf-life, and how does it play out over all the touch-points and life-cycle of a typical consumer. This sounds like heady stuff, but it some of the most basic psychology.
Summary: A good friendship or romantic partnership takes work. The same goes for customer relationships. Today’s consumers are looking for brands with experiences that feel personalized and effortless and will last long beyond the transaction. Great customer service keeps your customer relationships strong. And it can keep the love (of your brand) alive.
The man who tweeted Oxford DictionariesMichael Oman-Reaganwrote about the experiences and further developments. Good lesson there for those who manage social media accounts about how to NOT employ snark when dealing with public & open criticisms. How to handle such situations and listening to the wealth of voices about how to make your product better.
Why does the Oxford Dictionary of English portray women as “rabid feminists” with mysterious “psyches” speaking in “shrill voices” who can…