Wednesday, August 28, 2013
Civilizing Customer Behavior
In the HBR Blog Network: An anonymous, large network of commenters can lead to some nasty and self serving behavior. We all read customer reviews with an element of skepticism about their motivation. Always interesting Michael Schrage takes on the problem: " ... Accountability and transparency cut both ways. There's no question that consumers have more power than ever before to call attention to bad products, services, and experiences. But it's equally true that companies also have greater power to call attention to bad customer behaviors. The same social media platforms that can viralize customer complaints can similarly share unflattering aspects of customer excess. That may be a powerful incentive for better behavior. ... "