Ian Twamley, general manager of TGC, highlights the importance of timely and transparent two-way communication between an organization and its customers, especially when changing or launching a new product or service.
I must say that I really like the direct communication via a video. It definitely gives a face to the company. However, these guys were way too little too late! It's best to be upfront and transparent as early as possible. Also, doing research and getting feedback from customers could have prevented this obvious mistake and the need for this apology.
The customers words are great. PR professionals must listen to the needs of their clients/ customers.
Debra told me about an interview with Reed Hastings earlier today. I'm not sure if this is the same one she was talking about, but it gives a better look into the company's decision: http://www.nytimes.com/2011/10/23/magazine/talk-reed-hastings-knows-he-messed-up.html
I must say that I really like the direct communication via a video. It definitely gives a face to the company. However, these guys were way too little too late! It's best to be upfront and transparent as early as possible. Also, doing research and getting feedback from customers could have prevented this obvious mistake and the need for this apology.
ReplyDeleteThe customers words are great. PR professionals must listen to the needs of their clients/ customers.
Great job Ian!
Debra told me about an interview with Reed Hastings earlier today. I'm not sure if this is the same one she was talking about, but it gives a better look into the company's decision: http://www.nytimes.com/2011/10/23/magazine/talk-reed-hastings-knows-he-messed-up.html
ReplyDelete