I hate Compaq. My Compaq lap top simply refused to turn on… and it was almost brand new. I fixed it a couple of times but it never worked properly. Customer service was even worst.
Search for “bad customer service”, in Google or better yet a video in You Tube. For example this AT&T´s angry customer. It was posted 3 months ago and now it has 5803 views. Is not a quality video, its no well recorded, nor interesting. It is just a customer complaining about his worst customer experience, but anyway 5803 surfers had seen his opinion.
You can find any number of customers complaining about a bad experience in the internet; after all we are in the web 2.0. The big question will be: Can a bad customer review, posted on the web, really affect a company? How much power does a customer really has?
If we asked Dr. Nora Ganim Barnes (director of market research in the University of Massachusetts Dartmouth, author of more than 90 articles, and consultant) she will say that today, a bad customer experience can cost you “literally hundreds of thousands of customers. “
Anyone can post anything on the web and it is likely that someone will read that post. You can express your opinions; both the positive and the negative ones. Social media is a gigantic example of this.
Returning to Dr. Nora:
“…a bad customer care experience will cost you many, many, many customers. It will tarnish your image. It will affect your brand. “…A lot of people still don’t realize the power that lies with online communications, with social networking, with discussion groups and forums, with blogs”
In few words, companies have to pay close attention to what customers are saying about them in the web. Some times just letting them know that you care abut their opinions can solve problems. Things can also work the other way round, satisfied customers might say flowers of your business, and might even defend your brand from an angry customer attack. Every complain is an opportunity; just make sure you are listening.
By the way, think twice before buying a Compaq.
Search for “bad customer service”, in Google or better yet a video in You Tube. For example this AT&T´s angry customer. It was posted 3 months ago and now it has 5803 views. Is not a quality video, its no well recorded, nor interesting. It is just a customer complaining about his worst customer experience, but anyway 5803 surfers had seen his opinion.
You can find any number of customers complaining about a bad experience in the internet; after all we are in the web 2.0. The big question will be: Can a bad customer review, posted on the web, really affect a company? How much power does a customer really has?
If we asked Dr. Nora Ganim Barnes (director of market research in the University of Massachusetts Dartmouth, author of more than 90 articles, and consultant) she will say that today, a bad customer experience can cost you “literally hundreds of thousands of customers. “
Anyone can post anything on the web and it is likely that someone will read that post. You can express your opinions; both the positive and the negative ones. Social media is a gigantic example of this.
Returning to Dr. Nora:
“…a bad customer care experience will cost you many, many, many customers. It will tarnish your image. It will affect your brand. “…A lot of people still don’t realize the power that lies with online communications, with social networking, with discussion groups and forums, with blogs”
In few words, companies have to pay close attention to what customers are saying about them in the web. Some times just letting them know that you care abut their opinions can solve problems. Things can also work the other way round, satisfied customers might say flowers of your business, and might even defend your brand from an angry customer attack. Every complain is an opportunity; just make sure you are listening.
By the way, think twice before buying a Compaq.
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