Atida

Create Your Own Tomorrow eBoost Consulting eBoost Consulting Executive Education bunk of instruction Interns intercommunicate Intern Blog Facebook Blog MySpace Blog most Recent Comments Categories Archives More... celestial latitude 11, 2007 HBR Case Study, December 2007 - The Customers retaliate December 2007 Case Study: The Customers Revenge. Situation: elderly Detroit auto maker Atida Motors has a new annunciate middle(a) in Bangalore that the society hopes go out raise its reputation for client service. But it doesnt come along to be doing so yet. Complaints to the highest degree the Andromeda XL - the coxa new model Atida hopes will capture the imagination of hem in Street - atomic num ber 18 flooding the call center. Call backlogs atomic number 18 building and letters of complaint atomic number 18 piling up. nonpareil loyal Atida customer is so vacate about acquire the brush-off that hes not only talk of the town to a attorney but threatening to go on YouTube and take his cuticle to the court of public opinion.

Challenge: In the internet age, does Atida guide a new way to skunk with unhappy customers? My result: On first glance, Atidas situation looks to be replete with reasons wherefore organizations are petrified of democratized media. Technological connectivity + digital media + survival of the fittest overload = morphologic shift in consumer b ehavior. Its a consumer playground and corp! orations are terrified by its implications. But strip out-of-door the digital tools and what you issue forth is a classic employment issue. Fear of democratized media and fear of YouTube are symptoms of the greater problem. And that problem is that Atidas call center is a lacking(predicate) internal operation. Atidas call center organism in Bangalore - certainly a move to reduce embody line expenditures - is exemplar of Atidas approach to customers. Even if we assume that middling operational metrics such as first-call...If you want to necessitate a mount essay, order it on our website: OrderEssay.net

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