Thor is the CEO of Satisfaction, a startup delivering "people-powered customer service for absolutely everything."
He cited some great examples of episodes on the web that illustrate where a company was forced to deal with customers controlling the message (when the companies' fortress mentality was strained to respond):
"the Streisand effect": the JL Kirk & Associates blog post that kicked up a storm when JLK&A sent a cease-and-desist in response to the negative review of the poster's interaction with JLK&A. Is old news by now, but worth the repeat visit as a reminder of what not to do in this blog-enabled world.
YouTube videos illustrating good and bad ways to react to customer control of the message
- Disney (good): Dr Bunsen Honeydew and Beaker
- JetBlue CEO Neeleman's (good) Our Promise to You
- Dell (not-so-good): customer service call
Brilliant observation by Thor: "every company has a community, they're just trapped, bound and gagged, in the trouble ticket system."
How many companies are you trapped in?
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