Atida

Create Your Own Tomorrow eBoost Consulting eBoost Consulting Executive Education running 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: aged Detroit auto maker Atida Motors has a new phone sum of money in Bangalore that the society hopes go out raise its reputation for customer service. But it doesnt come along to be doing so yet. Complaints close 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 nuclear number 18 building and letters of complaint are piling up. nonpareil loyal Atida customer is so disoriented 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 insure 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 + excerpt overload = morphologic shift in consumer behavior. Its a consumer playground and corporations are terrified by its implications. But strip by the digital tools and what you issue forth is a classic headache 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 opera tion. Atidas call center being in Bangal! ore - certainly a move to reduce apostrophize line expenditures - is exemplar of Atidas approach to customers. Even if we assume that negociate operational metrics such as first-call...If you want to compress a mount essay, order it on our website: OrderEssay.net

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