This is a very interesting case study in blogging, word of mouth, and search.
Very interesting indeed.
It seems that a post on our blog has become a place for Spirit Airlines’ customers to converse about their experiences and service with Spirit.
People having a conversation about Spirit Airlines on the Quicken Loans blog? Huh?
How did this happen without anyone at Quicken Loans starting (or joining) the conversation? In fact, the only thing we’ve ever written about Spirit Airlines is a very positive experience one of our marketing project managers had last year.
Very interesting. Very interesting indeed.
Here’s how it all went (and is still going – we just got another comment yesterday) down:
A few months back guest blogger Jay Wetcher (we don’t know Jay – yes, in case you aren’t that familiar with the DIFF blog, we love and encourage posts from folks outside our company) wrote about an unfortunate experience he had with Spirit Airlines.
Again, just to make this very clear to our readers, we don’t have any opinion on this subject and this came from someone outside our organization. They followed our simple guidelines for submitting a guest post and we put it on the blog.
Then something happened.
For some reason, Google likes the post and ranks in on the first page for anyone searching for “Spirit Airlines phone number.”
This has resulted in numerous Spirit Airlines customers leaving comments about their experiences with Spirit and sharing information about contacting Spirit Airlines customer service.
What actually surprises me is that no one from Spirit has joined the conversation to offer information for the folks leaving comments. I’d love to hear from someone from Spirit for their side of the story.
I’m not sure how long people will continue to find the guest blogger post and leave comments, but it sure is an interesting example of how search, word of mouth, and blogging come together in a place you’d never expect it.
I can tell you, without question, I never expected this, and certainly never intended for our blog to be a destination for Spirit Airlines comments. That said, I think all companies can learn something from this. You never know where your customers will find a voice to talk about you. And if they do, you really should listen and respond.
Technology allows folks to connect in places and ways that would have been impossible just 10 years ago. It’s really fascinating.
And it makes me wonder. Is someone talking about me out there in the great blogyond? Somewhere that I would never expect to look?
Hmmm. I think I’ll go now and spend a few hours on the Google….