Instagram sparks User Revolt and Lawsuit

Thursday, January 10th, 2013

Instagram, a photo sharing app, caused a user revolt when it changed its terms and conditions, claiming it could sell user photos without compensation. A lawsuit was also filed based on the restriction about users right to sue, also changed in the terms and conditions revision.

A recent article in the Toronto Star titled: Top 10 mistakes, courtesy of Direct Energy described how a Utility company made 10 deadly mistakes when trying to change some terms and conditions for its rental water heater business. Customers are not dissatisfied for no reason. And customer service is not always the place where these issues can be resolved. Customer service was totally unequipped to handle the change imposed on them by senior management. In this case, senior management was the cause of the problems and did not put in place the proper processes and communication with customers to avoid dissatisfaction.

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