The Ghost Customer Service

BRANDING CRIME #17

“Your call is very important to us. Please enjoy this eternal hold music.”

Makes customers feel like they’re shouting into the void—emails go unanswered, chatbots reply in riddles, and phone lines lead to nowhere.
Turns problem-solving into an obstacle course, where only the most determined customers survive.
The brand’s social media is full of enthusiastic marketing… and angry comments from people still waiting for a reply.
Customers begin to suspect they’re communicating with a secret society that only meets under a full moon.

Treat customer service as part of the brand, not an afterthought. A great experience keeps people coming back.
Make it easy to get real help—fewer mazes, more humans.
If customers are crafting conspiracy theories about whether your support team actually exists, take that as a sign to improve.

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