Social

Oracle Survey 2014:

Executives found that negative social media comments can lower an organisations turnover as much as 20%

One quarter of people will post a negative post on social media after just one bad experience.

86% stop doing business with organisations after one bad experience

93% surveyed said CX is a top priority in their organisation on 37% have an active CX initiative

Customers don't do business with your org chart - David Vap, Oracle

United Airlines Breaks Guitars

Background: Dave Carroll lead singer for Sons of Maxwell band was travelling on UA and his $3,500 Taylor guitar was broken whilst in baggage.

Response: On July 6 2009 Dave released a song called 'United Breaks Guitars. It received 150,000 hits on its first day. It has been viewed over 15m times today.

Result: The stock price dropped 10% costing the airline $180m.