You provided a great example of the importance of good customer service at every interaction a consumer has with a company, especially with the internet facilitating immediate and widespread communication. I wanted to point out that while it is necessary for businesses to always strive to create positive impressions, it is also crucial that if and when any negative comments or reviews arise, they are addressed appropriately as well. This can turn a disappointed customer into a satisfied one and create even more positive word of mouth for the company online. This change in viewpoint, in the end, could be even more powerful than the one negative comment the customer originally made.

My experience with US Airways has never, ever been pleasant and I avoid flying them whenever possible. Your positive review helps shift the balance of sentiment for me and others wondering if US Airways has improved or not.

Andy Beals last blog post..Next Online Reputation Management Workshop Set for Las Vegas!