The Customer Service Survey
VocaLabs' weblog providing news and commentary on the challenges of providing good customer service.
Negative Brand Equity
Thursday - September 20, 2007 04:09 PM in
What is negative brand equity? That's when customers actively avoid a company because of their past experiences and/or the reputation of the company.
I don't know if Northwest Airlines, the airline I love to hate (and actively avoid whenever I have to travel) qualifies as having negative brand equity, but this can't be a good sign: a fluffy article in the Detroit Free Press about an upcoming initiative to improve service at Northwest attracted four hostile and angry comments in less than two hours.
There's not a lot of companies which can muster that level of customer hostility.
Posted by Peter Leppik
There's not a lot of companies which can muster that level of customer hostility.
Posted by Peter Leppik
Posted at 04:09 PM by | | | |