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Perpetually Outraged Consumers Strike Again

Posted by Michael Bloch in ecommerce (Saturday January 26, 2013 )

In this age of climate change and other massive problems; you’d think people would focus their outrage on Stuff That Really Matters.

One of the unfortunate side effects of social media is it seems to have turned up the volume of the Perpetually Outraged Consumer to 11.

Subway has found itself deep in social media sh.. poop for a terrible, terrible crime. It’s not rats in the kitchen, it’s not a salmonella scare – it’s something far worse.

It seems some Subway customers have measured their Footlong subs and found them lacking an inch. These 11 inch abominations have apparently resulted in one of the offended parties filing a multi-million dollar law suit.

I can just imagine the reaction in Subway’s legal department when that suit hit their desks. “Is this a joke? You have got to be f…ing kidding!”

Subway have also been grilled (heh) on various social media networks for this heinous crime.

I’m all for companies being held accountable for fraudulent claims or poor quality goods; but I’m not even sure if this is such a beastie. I used to work in bakeries – stuff happens. We’re not talking about hardware or components with fine tolerances here. We’re not even necessarily talking 10% (or thereabouts) less sandwich. Just as much bread dough may have been used; heck, there may have even been extra filling.

Where will it end with the Perpetually Outraged Consumer?

The “2 Minute Noodles” I had with my lunch took 2 minutes and 10 seconds to cook properly.

Maybe I need to launch a multi-million dollar lawsuit or get a Facebook campaign page set up to draw the world’s attention to this injustice. That was 10 seconds of my life I’ll never get back. I feel scarred and violated.

This sort of reaction just seems a bit over the top.

Anyway, all that aside – the moral of the story for all online business owners is never underestimate the power of a disgruntled customer. This doesn’t mean allow yourself to be trodden all over; but just be aware what may seem to be a less than disastrous issue to you might not be seen as such by your customer.. and their friends.. and their friends and..



 

 
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