On the bus this morning, I remembered reading about customer service in yesterday’s ST. The main thrust of the article was that Singaporeans love to bitch and moan about things in private, both online and offline. Not many want to make a stand by sending in an official complaint or take their grievances up to CASE.
Must a complaint be sent through official channels before it is acted upon?
No doubt most blog owners consider their blogs their own personal sphere. Those really paranoid about privacy will have totally private blogs. The rest are at least vaguely aware that anything they say there can be surfaced elsewhere. It’s probably a “it’ll never happen to my blog ‘cos I don’t say anything of public consequence” mentality. So, those who complain on their blogs never expect anything to be done about it.
This is an opportunity to surprise customers!
There are many tools to track mentions of your product/service(s). Google Alerts is a good place to start. Subscribe you your company’s name or some other relevant terms. Let the complaints and compliments - bloggers do give praise when its warranted - go straight to your inbox.
The rest, as SDU once (in)famously proclaimed, is up to you. =)
Do note, if your product/service name is too generic, trying to track online mentions might be tricky.
Photo by Michael Porter, from here,
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Heh, nice picture.
About the writing of complaints in one’s blog, I think the only time I ever complained was about the door of my Ariston fridge falling off. Most times I feel I can’t be bothered to complain (even to friends) ‘cos I’m not going back to the shop or buy the product ever again.
Heheh… your very first contact with my blog was through a complaint of mine.
Among the foyers, I think Victor is most fond of complaining about bad service and products on his blog. Not that I am complaining.