In a large organization, the sales team on an account may not know about issues the customer is having. Customer personnel may be calling the service organization with their problems. In many cases the front line staff in support handle the problems from the customers in an efficient and effective way and the sales team need not know. But what if the customer is not happy with the resolutions being offered. The sales team may be preparing a new proposal for the customer or have a presentation planned with the customer. If the sales team doesn’t know there are hot issues, they may walk into a firestorm at the customer’s office and be ill prepared to handle it.

Customers have been turning to social media to complain about companies on Twitter for a long time. Many businesses monitor Twitter for mentions and respond to irate customers. A new focus on Twitter is customers to complain about how long they have been waiting on ‘hold’ to access customer service. They use the hashtag #onholdwith. And a website, OnHoldWith.com tracks these tweets and reports them.

No body likes to feel cheated or lied to. Most of us make use of services online that require us to read terms and conditions or usage agreements…mostly long winded pages of details of things we cannot do with the service and most of which we would never get involved with. These documents are there to protect companies from fraudulent users. But sometimes the terms and conditions may hide details that we should know about, that are not overtly mentioned. That is where customer dissatisfaction comes from: hidden deception or deception by omission. Rogers Yahoo: Shame on you for your hidden deception.

A consumer reaction to new marketing techniques being used through telemarketing, web marketing and even door to door marketing.: “A message to all those purveyors of marketing by aggravation, pestering, and annoyance: Pissing me off does not make me want to buy your product”. See other consumer reactions to companies trying to market their products using techniques that often have the opposite effect.

Best Buy Christmas Debacle alienates Customers

Thursday, January 26th, 2012

Best Buy’s on line store ran out of stock on ‘hot items’ during the Christmas season and four days before Christmas, cancelled customer orders, leaving their customers with little recourse to buy elsewhere. Some of those orders were taken after Thanksgiving, weeks earlier. Customers were furious. What is worse is the way this issue was handled.

It is a well know fact that customer satisfaction can have significant impact on the business bottom line. So when we hear that a company goes bankrupt, we, as customer satisfaction professionals, should check how the company was perceived in the marketplace. According to a report, published in October, 2011, by Amplicate on US airlines, American Airlines was Americas most hated airline on social media for the previous 12 months.

In an earlier post titled Netflix responds to customer social media outrage, Netflix addressed customer dissatisfaction with it’s a newly announced business model (and price increase) and the CEO produced a video explaining his actions. I ended my post with the idea that time will dictate if Netflix’s customers will accept their new business model. The results are in: Customer feedback has reversed Netflix decision to split its business in two in just a few weeks.

Groubal, a recent American start up that champions consumers complaints has launched a new Groubal Customer Satisfaction Index. This index tracks the customer dissatisfaction of hundreds of brands through monitoring comments on social media like Twitter and Facebook. Then they dynamically rank the worst ten brands – with data updating every hour. Viewers can see the worst ten highlighted graphically on the homepage, or can click on an individual brand name or search for a specific brand to see how they’ve ranked over the past seven days. In addition, to the top 10, Groubal also divides Brands by sector and if you click on the sector you can see the worst 10 brands in that sector. If a Brand is consistently on the top of the ‘worst brand’ list in its industry or in the overall list, the corporation needs to take notice and pay attention to the ‘voices of its customers’.

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