As marketers, how do we handle the communications directed toward our organization? And how do we assure that the stories told by our customers find their way into the daily operations of our organization? Blogs repesenting all levels of the corporation have certainly made a contribution in assuring our customers are heard and heeded. Prior to blogs, large corporations were seen as opaque and intractable.
HP's VP of Marketing worldwide, David Gee learned through experience the folly of not listening to his customer. Gee pulled a comment from his blog critical of upgrading ...here, I'll let Gee tell his story:
We’re learning more and more about our customers every single day. Since I started to blog back in March, I’ve received comments posted online and eMail directly to me. Some are positive and some are negative. Earlier this week, an HP customer posted a comment about his experience upgrading a media center PC. His experience was not good and he let us know. We pulled the comment. This was a bad decision and we have reversed it.
David Gee's blog - http://h20325.www2.hp.com/blogs/gee
No longer has the Great OZ the last word. Our customers have learned a lesson or two from Toto.
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