The Customer Service Survey
VocaLabs' weblog providing news and commentary on the challenges of providing good customer service.
AOL's PR Nightmare Continues
Friday - July 21, 2006 12:50 PM in
A month ago, I wrote about the AOL customer who wanted to cancel but was given the runaround. The novelty, of course, was that the customer recorded the call and posted it to the Internet.
Time has passed, and for AOL, this is turning out to be the PR nightmare that wouldn't die. The Consumerist has been particularly aggressive, posting leaked AOL manuals with "save instructions" and even hinting at an upcoming interview with an ex-AOL retention agent.
Sometimes I feel like a broken record, but the lesson here is clear: in the Internet age, you can't get away with mistreating customers any more. The game has changed, the balance of power has shifted, however you want to put it. Marketing is no longer a game of companies talking to customers. The customers talk back, and they talk to each other.
Posted by Peter Leppik
Sometimes I feel like a broken record, but the lesson here is clear: in the Internet age, you can't get away with mistreating customers any more. The game has changed, the balance of power has shifted, however you want to put it. Marketing is no longer a game of companies talking to customers. The customers talk back, and they talk to each other.
Posted by Peter Leppik
Posted at 12:50 PM by | | | |