Manufacturers Failing at Customer Service

Author: John Honovich, Published on Jun 25, 2012

Historically, manufacturers reaped the benefits of abused customers powerless to fight back. Now, with the rise of social media, the tides are turning yet many manufacturers refuse to help customers that voice their complaints publicly. In this note, we examine the factors involved and the growing impact this has on marketing and competitive positioning.

Regulars readers of the IPVM discussion group are aware of new field problems posted every week. Today, I was pleasantly surprised that within 30 minutes of an integrator sharing a problem with a Samsung dome, not only did Samsung respond with detailed technical feedback, they offered and had a call with the integrator.

****, ***** ************* ***** ***** ********* *** ** *** *** see **** ** **** ** * ************* '********'.

Don't ****** *** ******** ********

************* *** ********* **** ********* *********** ****** **** ****** *** customer ********. *******, ********* ****** *** *** **** *** **** their **** ** ******** ******* ********.

*******, **** ** ***** ** ********* ********* **** ** **** (or ***** ****** ***** ********) **** **** **** ********* *********** means. ******, ** **** ***** **** **** *** ************ *** get ** ******** ** * ***** ****, **** ***** ********* be **** ****** *** **** ********** * **** *** ****** that ****** *** **** **** **** *** ****** ** **** or *****.

****** ***** ***** *** ********* * **** ** * ******* in *** ************'* *********** ******* ******* **** ******* ************* ***** want ** ******* *** ******* ****.

Don't ****** ****

*** ***** **** ******** **** ** **** **** ************* ** not **** ** '******' ****, ******** **** ******* ***** *** share ******** ** **** **** ******* **. **** ** **** sillier.

**** '****' ******* ** *** ************* *******:

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  • ** * ************ **** *******, ** *** '***' *** **** 'win' ***.

Free ********* *** *************

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*** ****** **** ** **** * ************ *** ******** ** a ******** ********* ** ******* ********** **** ********* **** ** easily ***** ********* ** *******. ** *** ******* ** *** opportunity ** *******, ************* *** **** **** ***** ********, **** damage *** ***** **** ***** ** **** ******* **.

************* ******* ****, ******'* *** ****** ** ******* ** **** *******- *** ******* **** ****** ** ******* ***** ******** ****** minutes ** ******* ***** * ******* ****** ******?

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