In old ways of doing business the flow of feedback between organization and customers was controlled and it was one way. Onus was on an organization to listen to customers. If company wants to take feedback they will provide ways and means to the customers like feedback form, call center numbers and customer service email ID.
In case company believes that whatever they will churn out, customers will lap it up then they decide not to listen to customers. In case products are not meeting expectations, customers cannot do much about it. They may speak to few people, they may stop using the product but information will halt there. Information will not reach to heights where it can cause potential damage to a brand or an organization.
But everything is changing now. If companies decide that they do not want to listen, customers will use social media to voice their concerns. They will raise their concerns through blogs, social networking sites and Twitter. No organization can run or turn their back towards customers. Also, organizations need to keep their eyes and ears open all the time and keep monitoring these online discussions.
One such case of monitoring conversations, I discovered on this site . Sushil found an error on Tata Xenon website and tried to contact them. But feedback form on their website was not working properly and he could not give his feedback. Sushil decided to write a post about his experience and wanted to highlight the concern to Tata Xenon team. Tata Xenon team responded on his blog and thanked him for his feedback. Good to see that Tata team was monitoring conversations and not sleeping.
Sleeping is not an option any more. So is not listening.
PS:- One more conversation which any brand would not like to ignore.
by rads , on April 26, 2009 4:18 AM
Arn't we lucky to have more options to complain? The complain box is no longer only at the company's premises but its in our own hands and the companies have to come to us instead of us going to them. That is the way it should have always been but thank God atleast we have progressed now. I had a prob with Vodafone India which I think I'll blog.
by Ramesh , on April 26, 2009 5:01 AM
Oh Yes - the internet has completely changed the dynamics of the customer, company interaction. No way can a company shut its ears. The non working complaint form on the website is as outdated as a manual typewriter in the office.
by Ramesh , on April 26, 2009 7:08 PM
Juts to add that your new blog design looks cool.
by Adesh Sidhu , on April 26, 2009 9:01 PM
@ Rads You should blog and not only blog put it on facebook, tweet about it. Make their life miserable. Before that make sure you tried your best with their customer service department.
@ Ramesh Thanks for your feedback. Old template was little dull.
by rads , on April 26, 2009 11:20 PM
Oh Yes I did try, calls and mails to which I never got any reply. I even threatened them that I will make this public but they jus dint seem to care. They duped me for almost 1000 bucks. But the issue is 6 months ol so now I'm thinking mayb it'll b stale news and no one will be interested in it any longer.
by Adesh Sidhu , on April 27, 2009 9:34 PM
You can also try to log in your complaint with core.nic.in. They are really helpful in resolving customer complaints.
These guys should not be allowed to go free after poor service.
by rads , on April 27, 2009 11:10 PM
Hmm guess I'll give that a try...
by Sushil , on April 28, 2009 10:11 PM
@Adhesh. Nice post you have there - it is true that the age of blogs has given us yet another mode of feedback. Atleast we can make our voice heard. Thanks for linking as well. I for one was impressed that the site was corrected and they have even volunteered to help with any questions I may have. I have to say Good job Tata !
Not sure if you saw the fiasco that Skoda India is in because of their delaerships screwing around with the customers vehicles. Here is a detailed link on Team BHP.
http://www.team-bhp.com/forum/indian-car-scene/55796-team-bhp-stands-truth-but-skoda-wants-instigate-team-bhp-its-users.html
@Rads - I have had issues with Vodafone as well. But have been able to get it resolved by calling them up and asking to speak to a manager/supervisor and keep escalating till you get to someone who is able to help you. Do try it out - its fun :-). Stay calm and state your issue - they have to help you. worst case you can move to another provider. Yes you will loose the number but just that threat will help :-). If you have proof of the issue time is not a factor - but if you dont have any proof - sorry your money is gone.
by Adesh Sidhu , on April 30, 2009 6:35 PM
Thanks Sushil for visiting.Link shared by you gave me some insights in Skoda's customer service. Thanks for sharing.