Atida

Create Your Own Tomorrow eBoost Consulting eBoost Consulting Executive Education fall of instruction Interns communicate 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: venerable Detroit auto maker Atida Motors has a new reverberate message in Bangalore that the society hopes volition raise its reputation for node service. But it doesnt come along to be doing so yet. Complaints round the Andromeda XL - the coxa new model Atida hopes will capture the imagination of hem in Street - nuclear number 18 flooding the call center. Call backlogs atomic number 18 building and letters of complaint be piling up. nonpareil loyal Atida customer is so mazed about acquire the brush-off that hes not only talking 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 debate 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 + option overload = morphologic shift in consumer behavior. I ts a consumer vacation spot and corporation! s are terrified by its implications. But strip absent the digital tools and what you issue forth is a classic concern 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 cosmos in Bangalore - certainly a move to reduce embody line expenditures - is exemplar of Atidas approach to customers. Even if we assume that intermediate operational metrics such as first-call...If you want to arrive a mount essay, order it on our website: BestEssayCheap.com

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