Chupinhei este post do blog Church of the Customer Blog na caruda.
Eu volto para comentar no final.
Anatomy of the new customer complaint meme
Delivering shoddy service or selling defective products happens, but there’s nowhere to hide from unhappy customers who use social media to highlight a problem you’ve created and refuse to address.
If the story pings its way across enough blogs, the traditional media quickly notice and happily amplify the story.
The latest example is that of CompUSA customer and blogger Terry Heaton who bought a digital camera from a store’s liquidation sale only to find out at home that it was empty box. Let’s recount the series of events:
June 2: Terry posts on his blog the response he got from the CEO’s office about his empty box problem. A CompUSA exec tells Terry that he should have inspected the box before taking it home and all sales are final. Never mind that Terry was a longtime CompUSA customer and had spent $3,500 that day at the liquidation sale.
June 3: The Lost Remote blog writes about Terry’s story. 211 people comment.
June 4: The story is posted to Digg where it’s digg’d 2,607 times with 210 comments and rises to the number 2 story in the Digg Business section.
June 4: The story hits the front page of BoingBoing.
June 4: CNET.com mentions the story in their video show “The Queue.”
June 4: Over 50 blogs write about Terry’s story.
June 5: Terry finally gets a call from CompUSA apologizing for the situation and promising a $300 gift certificate from the store.
June 5: Terry’s story is on the front page of FoxNews.com, with the caption “Image problem.”
Voltei.
O BoingBoing chega a ter 300 mil visitas por dia, uma informação costuma ficar na home por 2 dias.
Não consegui pegar a audiência do vídeo da CNET.com nem da FoxNews.com, mas sabemos que não deve ser pouca merda.
O que faltou ser dito no post é que a web não tem ponto final. Os diggs que eram 2607, agora são 3039. E os 50 blogs que falaram sobre o assunto agora são 109 blogs.
Na verdade, 111 com o Update or Die e o Coxa Creme.
RSS
Cava, a web espalha mais que notícia ruim, e por ser colaborativa já tem varejista de cabelo em pé só pensando na possibilidade do povo se juntar nela e fazer flashmob de compra com os dizeres: Abaixa o preço senão a gente não compra!
Cezinha, a tecnologia serve pro bem e pro mal. Os varejistas tambem podem e devem utilizar para ajudar a realizar seus objetivos.