When looking at the yahoo news today, there was a story about a man suing an airline over a soda dispute. Basically the man asked for a soda, the steward told him to use the console, the customer declined using the console and the steward left without serving him his drink. He did not receive his drink until the third flight attendant. When the man attempted to leave the plane, he was escorted by police to be questioned about the encounter on the grounds that he started directing profanities at the crew. He is now suing the airline for experiences of "depression, worry, and anxiety surrounding his detention by law enforcement." for 50,000. I believe both sides are overreacting but the Virgin Airlines overreacted first. I don't think that the person's demands were so unreasonable that they couldn't accommodate him and provide good customer service. I think it really says something about a company's customer service when they both do not provide good customer service and make a bigger deal about it than necessary. Do you know any other examples of bad customer service and escalation of the event more than necessary?
http://gma.yahoo.com/blogs/abc-blogs/man-sues-airline-over-soda-spat-135121857.html
Friday, May 3, 2013
In response to Allison Ray
Allison posed the question "Do you think Blockbuster gave up when Netflix was invented? Do you think
they could have come out with some type of new product or marketing
tool to stay in competition?"
I wouldn't say that Blockbuster necessarily gave up. If I remember correctly, they did try to adopt a similar tactic to Netflix but just for whatever reason Blockbuster could not gain grounds against Netflix. It would have taken nothing sort of a complete marketing campaign to change people's long held perceptions about how Blockbuster was run. Netflix came into the market as something to order from the comfort of your home. Also the way Netflix could probably run more efficiently was not having an actual building to maintain in which people have to interact directly with the customers. Do you think it was long standing perceptions of Blockbuster that lead to its collapse? If so, what strategies could have Blockbuster used to change this perception?
I wouldn't say that Blockbuster necessarily gave up. If I remember correctly, they did try to adopt a similar tactic to Netflix but just for whatever reason Blockbuster could not gain grounds against Netflix. It would have taken nothing sort of a complete marketing campaign to change people's long held perceptions about how Blockbuster was run. Netflix came into the market as something to order from the comfort of your home. Also the way Netflix could probably run more efficiently was not having an actual building to maintain in which people have to interact directly with the customers. Do you think it was long standing perceptions of Blockbuster that lead to its collapse? If so, what strategies could have Blockbuster used to change this perception?
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