Monday, June 28, 2004

The UK's Observer ran a piece this weekend on the effects blogs can have on customer service. The article details how customer complaints can, when posted to the web, have a much larger effect on sales than the regular whining in the corner pub. One online consultant was quoted as saying "It's better to spend some money on dealing with one person, than risk a complaint going viral and damaging the value of the brand in the long term." Hmmm. Additionally the article described the efforts put into branding: "A brand invariably embodies a set of ideals its makers hope customers will share. But when those ideals are at odds with a customer's experience or awareness of the company's conduct, reputations can be dented. Understandably, brands are at pains to avoid this." Hmmmm. So if you are not getting any responses from customer service, going to the web is the best way to bring attention to your plight. Well, there is obviously only one thing to be done:



Blogger power to the people [Guardian]