Customer Complaints and Social Media

Facebook, Twitter, LinkedIn and other social platforms have provided an immense tool in the hands of the consumers. Suddenly the lone voice of the consumer, can get magnified if it resonates with a significant number of people – some from her own network, some who discover her woes and views through the sheer virality of the platform or the content. While many brands have seen a lot of success with Facebook fan registrations, and started using it as a smart way to advertise. Many others have had a mixed response so far. But for most brands, their biggest fear with

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Enterprise solutions – designing around the customer

A recent experience with a telecom co. brought back memories from my Credit Card days. A customer issue is raised and gets escalated to the corporate team. The corporate team looks at the data (across systems) and decides to waive certain charges or settle the “issue”. Customer gets a promise from the manager at the corporate team and believes that all is well. But rarely so – the outsourced collections team calls up the customer – as they are NOT on a real time connected status. Customer records are sent to these teams on a batch basis, without a clearly

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