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Thnsk for sharing Simon. What this made me think is that given the new possibilities customer have to express their feelings about any experience, brands and everyone involved in the process has to have a higher commitment to what they do and realize how important their behaviour is to the brand's reputation. Let us know when you finally contact FIAT´s reps, because, its also true that nowadays unsatisfeid customer tend to spread their message using their social graphs but rarely try to reach brand directly, so, by the time brands know about the problem, is often too late. I also wanted to tell you that I really enjoyed Start with Why and you have no clue how much I talk about it and reccomend it. all the best!
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Aug 21, 2012