Revenge or Recourse?
June 21, 2008
“Vengeance is mine,” says the Lord.
I’m not a big fan of taking personal revenge – I figure that an all-knowing, sovereign, and just God is perfectly capable of dispensing due vengeance, and therefore I am free to move on without a need to “hurt ’em back.”
Recourse, however, is something different. Recourse can be defined as, “the act of turning to someone or something for assistance, especially in obtaining redress,” and those of us who believe in social media also see that it is a powerful tool for recourse when we are wronged.
Companies are (or should be!) very sensitive to their reputation in the marketplace. Any good or bad actions that can impact a reputation are now exponentially magnified by those of us who share our experiences in a networked world. Sometimes, our only recourse is to expose the bad business experiences that we have in order to obtain redress, or to shame others into giving up their suicidal business practices.
And so, not as a matter of revenge, but rather of recourse, here is an experience we have had over the past year with a healthcare provider (hospital). I wrote this up on my Impactiviti blog, but it is relevant here on my marketing blog as well, because it is all about brand reputation and customer service. How to Fracture your Reputation – may it serve as a signpost for others not to be stupid or indifferent!