Search Content


Content Categories



Chav-gate

In a recent post on CRM and social networking, I suggested that the growth of forums, blogs, wikiís etc. will mean companies have to pay greater attention to the customer experience, because never before have customers had as much scope to broadcast their opinions, and never before have people been more inclined to listen and act on them. As an interesting case in point we saw Chav-gate this week where a holiday company sent an email marketing campaign suggesting its holidays were Chav-free (wikipedia definition of Chav here for non-UK readers). Unfortunately one of the recipients was offended and decided to blog about it. Anyway before long the incident had made the front page of the BBC news web-site. Iím not certain whether this represents good or bad publicity for the holiday company ultimately, but it does illustrate the impact a small number of upset customers can have.


Related Social CRMs Articles

Google, at your service


It used to be that creating a webpage was a pursuit reserved for the truly tech-savvy, requiring a geek's expertise in HTML, Java, or C++...

Read more about Google, at your service...

Websites - Great Customer Service?


Yesterday a friend of mine directed me to a web site that I was not familiar with, getsatisfaction.com. Itís an interesting idea. The company is offering a Web 2.0 customer service solution for everyone/anyone about any product or service while at...

Read more about Websites - Great Customer Service?...