Comments on: Customer Care in the Blogosphere – A Real World Example http://www.hellriegel.net/2009/02/27/customer-care-in-the-blogosphere-a-real-world-example-by-ryanair/ A blog on modern marketing, social media and branding issues Thu, 09 Feb 2012 08:40:54 +0100 http://wordpress.org/?v=2.9.2 hourly 1 By: Barbara http://www.hellriegel.net/2009/02/27/customer-care-in-the-blogosphere-a-real-world-example-by-ryanair/comment-page-1/#comment-7 Barbara Wed, 04 Mar 2009 01:39:19 +0000 http://www.hellriegel.net/?p=19#comment-7 Feedback from customers is what many companies pay a great deal of money to research agencies for before going to market and as a pulse. Instant feedback, provided by social networks, blogs and your own site might make the job harder in some respects re: aggregating the feedback - but it's terrific stuff and invaluable. If we learn to dedicate the individual customer care this movement represents again we will be riding the Cluetrain properly. It's back to the individual marketer and customer - and has moved away from mass markets. We know it. We see it. We have to respond to it in order to connect and be relevant to customers and clients. By Barbara Pflughaupt Principal, BP Media Relations, LLC Feedback from customers is what many companies pay a great deal of money to research agencies for before going to market and as a pulse. Instant feedback, provided by social networks, blogs and your own site might make the job harder in some respects re: aggregating the feedback – but it’s terrific stuff and invaluable. If we learn to dedicate the individual customer care this movement represents again we will be riding the Cluetrain properly. It’s back to the individual marketer and customer – and has moved away from mass markets. We know it. We see it. We have to respond to it in order to connect and be relevant to customers and clients.
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Barbara Pflughaupt Principal, BP Media Relations, LLC

]]> By: Oliver T. Hellriegel http://www.hellriegel.net/2009/02/27/customer-care-in-the-blogosphere-a-real-world-example-by-ryanair/comment-page-1/#comment-4 Oliver T. Hellriegel Sat, 28 Feb 2009 11:44:18 +0000 http://www.hellriegel.net/?p=19#comment-4 Just imagine Jason standing at the counter of Ryanair telling this employee about the flaw he found. Would this person still call him an "idiot and a liar"? I guess not... It seems to be so easy to respond to a complaint as "anonymous" user on a blog. But one should consider before writing a harsh comment, which effects it might have on customer experience and the brand. Just imagine Jason standing at the counter of Ryanair telling this employee about the flaw he found. Would this person still call him an “idiot and a liar”? I guess not…
It seems to be so easy to respond to a complaint as “anonymous” user on a blog. But one should consider before writing a harsh comment, which effects it might have on customer experience and the brand.

]]> By: Troy Deag http://www.hellriegel.net/2009/02/27/customer-care-in-the-blogosphere-a-real-world-example-by-ryanair/comment-page-1/#comment-3 Troy Deag Fri, 27 Feb 2009 23:52:11 +0000 http://www.hellriegel.net/?p=19#comment-3 I learned a long time ago after a series of hard lessons, when responding to the written word with written word remove all emotion. Over 90% of communication is non verbal so the written word is apt to be easily misunderstood. This reason alone should prompt respondents to take a deep breath, analyze fully what is being conveyed and to respond cordially, with restraint and briefly. With reference to the misguided and uninformed responses from Ryanair to legitimate customer complaints/ comments perhaps they should take a leaf out of Richard Branson's book (he of the wanting to employ a critic of his airline's culinary fare) and come to terms with the online social phenomena (blogging et al) and realise that, idiots and lunatics notwithstanding, it is here to stay. I learned a long time ago after a series of hard lessons, when responding to the written word with written word remove all emotion. Over 90% of communication is non verbal so the written word is apt to be easily misunderstood. This reason alone should prompt respondents to take a deep breath, analyze fully what is being conveyed and to respond cordially, with restraint and briefly.

With reference to the misguided and uninformed responses from Ryanair to legitimate customer complaints/ comments perhaps they should take a leaf out of Richard Branson’s book (he of the wanting to employ a critic of his airline’s culinary fare) and come to terms with the online social phenomena (blogging et al) and realise that, idiots and lunatics notwithstanding, it is here to stay.

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