What happened 20 years ago when someone
bought a product and
was not satisfied? He returned at the store? Counted for
the neighbor? No one has doubts about the
power of an upset customer complaint.
The difference today is that with the internet available for (almost)
everybody, what before was limited for your circle of friends, now is spread
around the world.
Nowadays, if the client doesn’t like something, it accesses social networks in the cell phone and
make complaints instantly.
The negative testimony
has links with
the company name and product type.
Soon appear other
unhappy costumers to share their
experiences and wouldn’t recommend the brand.
Companies
should to be aware of consumer movement.
It is also very important to make sure that the customer support service
is simple and quick.
But,
it was not always like this. In 2005, the
testimony of the American
journalist Jeff Jarvis has changed the way that costumers and companies
were looking for the complaints.
Jarvis bought a computer from Dell, which had defects.
After trying several times to contact the company
and the problem is not resolved, he decided to share the situation on the internet. He has published on his personal blog a text titled Dell
Hell. In the text, the journalist detailing all the problems we had with Dell.
 |
| The term has become a symbol of unhappy customers |
Soon, the blog had hundreds of
views. Many people also shared similar problems. Complaints generated a huge
negative effect for Dell, which began to lose market to Apple. To try to
reverse the problem, Dell hired a
team to meet claims on the Internet and monitor complaints.
What
is the conclusion?
When
a customer chooses to purchase a
brand, his relationship with the
company is just beginning. Of
course, it is very difficult to
sell a product that has 100%
satisfaction. There will always be a customer that hadn’t
fully met expectations.
But companies need to know to deal with it. Defects in products often annoy
the customer, but the difficulty to solve the problem irritates much more. Therefore, in
times of social networks, where
everyone has space to talk, the
best for the companies is paying attention to complaints.
Nowadays, the costumer’s power is bigger and stronger, because the costumers
are together on the internet.
Know more about the "Dell Hell" case:
