The experience my friends and I had at the popular Outback Steakhouse restaurant was an unusual and memorable one. Encounters such as this one can easily be misconstrued especially since the bartender was white and the customers were black. But one thing for certain, it illustrated how poor customer service can leave an aftertaste that will cause anyone to avoid patronizing at an establishment for years to come.
The brands we work with every day, the ones that spend millions and millions of dollars on TV spots, sweepstakes, radio spots, full-page magazine ads and email marketing, are absolutely lost. If these brands ditched that impersonal, mass advertising in favor of Taylor Swift's methods, not only would they make loyal customers for life, but the world might actually be a better place.