Comments on: What we’re up to with Satisfaction http://blog.getsatisfaction.com/2007/05/16/what-were-up-to-with-satisfaction/ The Get Satisfaction blog Thu, 19 Nov 2009 15:48:49 +0000 http://wordpress.org/?v=2.8.5 hourly 1 By: Elwyn Jenkins http://blog.getsatisfaction.com/2007/05/16/what-were-up-to-with-satisfaction/comment-page-1/#comment-768 Elwyn Jenkins Thu, 09 Aug 2007 06:54:05 +0000 http://blog.getsatisfaction.com/2007/05/16/what-were-up-to-with-satisfaction/#comment-768 OK. So this site seems to be a novel approach to customer satisfaction. But what if a company decides to ignore this site . . . will it become so useless because no one is doing anything about what is brought up? Where is the power in a website that is powered by customers who are largely ignored? OK. So this site seems to be a novel approach to customer satisfaction. But what if a company decides to ignore this site . . . will it become so useless because no one is doing anything about what is brought up? Where is the power in a website that is powered by customers who are largely ignored?

]]> By: Nathan Miller http://blog.getsatisfaction.com/2007/05/16/what-were-up-to-with-satisfaction/comment-page-1/#comment-713 Nathan Miller Wed, 01 Aug 2007 02:03:15 +0000 http://blog.getsatisfaction.com/2007/05/16/what-were-up-to-with-satisfaction/#comment-713 Your #1 challenge will be to, as you state it, "get real business value out of the exchange." Great concept, and best of luck! Your #1 challenge will be to, as you state it, “get real business value out of the exchange.” Great concept, and best of luck!

]]> By: Thor Muller http://blog.getsatisfaction.com/2007/05/16/what-were-up-to-with-satisfaction/comment-page-1/#comment-690 Thor Muller Fri, 27 Jul 2007 19:55:03 +0000 http://blog.getsatisfaction.com/2007/05/16/what-were-up-to-with-satisfaction/#comment-690 @Bob: The nice thing about the Internet is customers don't need a company's permission to help out other customers. The balance of power around customer service is increasingly moving outside of company control, whether they like it or not. Given that inexorable trend, our bet is that the smart companies will want new tools to harness it. And as for the supposed unwillingness of companies to rely on "third-party entities", there are millions of Indian call-center operatives (working for third-party service firms) who prove otherwise. Further reading: <a href="http://en.wikipedia.org/wiki/Argument_from_ignorance" rel="nofollow">Failure of imagination</a> @Bob: The nice thing about the Internet is customers don’t need a company’s permission to help out other customers. The balance of power around customer service is increasingly moving outside of company control, whether they like it or not. Given that inexorable trend, our bet is that the smart companies will want new tools to harness it.

And as for the supposed unwillingness of companies to rely on “third-party entities”, there are millions of Indian call-center operatives (working for third-party service firms) who prove otherwise.

Further reading: Failure of imagination

]]> By: Ted Grubb http://blog.getsatisfaction.com/2007/05/16/what-were-up-to-with-satisfaction/comment-page-1/#comment-689 Ted Grubb Fri, 27 Jul 2007 19:48:39 +0000 http://blog.getsatisfaction.com/2007/05/16/what-were-up-to-with-satisfaction/#comment-689 @Bob What about Yelp? @Bob

What about Yelp?

]]> By: Bob http://blog.getsatisfaction.com/2007/05/16/what-were-up-to-with-satisfaction/comment-page-1/#comment-688 Bob Fri, 27 Jul 2007 19:17:57 +0000 http://blog.getsatisfaction.com/2007/05/16/what-were-up-to-with-satisfaction/#comment-688 I don't imagine companies will (1) want to put customer service in the hands of its customers and (2) want to leave control of customer service with a third-party entity. Yelp? I don’t imagine companies will (1) want to put customer service in the hands of its customers and (2) want to leave control of customer service with a third-party entity.

Yelp?

]]> By: Howard Silverman http://blog.getsatisfaction.com/2007/05/16/what-were-up-to-with-satisfaction/comment-page-1/#comment-672 Howard Silverman Sat, 21 Jul 2007 14:29:49 +0000 http://blog.getsatisfaction.com/2007/05/16/what-were-up-to-with-satisfaction/#comment-672 Fantastic. Congratulations. Just a note. My satisfaction with companies goes well beyond consumer relationships. I wonder if your long-term vision foresees a platform for discussing corporate accountability issues, such as how well they serve the communities where they are based and steps that they are taking to reduce their carbon footprints. Fantastic. Congratulations.

Just a note. My satisfaction with companies goes well beyond consumer relationships. I wonder if your long-term vision foresees a platform for discussing corporate accountability issues, such as how well they serve the communities where they are based and steps that they are taking to reduce their carbon footprints.

]]> By: Thor Muller http://blog.getsatisfaction.com/2007/05/16/what-were-up-to-with-satisfaction/comment-page-1/#comment-668 Thor Muller Fri, 20 Jul 2007 06:23:55 +0000 http://blog.getsatisfaction.com/2007/05/16/what-were-up-to-with-satisfaction/#comment-668 @Anon: Perhaps it is, perhaps it isn't. You could probably make a case that Flickr is just a forum attached to photos, Wordpress is just a forum attached to articles, MySpace is just forums attached to people. But you wouldn't really be explaining what they are in any meaningful way. @Anon: Perhaps it is, perhaps it isn’t. You could probably make a case that Flickr is just a forum attached to photos, Wordpress is just a forum attached to articles, MySpace is just forums attached to people. But you wouldn’t really be explaining what they are in any meaningful way.

]]> By: anon http://blog.getsatisfaction.com/2007/05/16/what-were-up-to-with-satisfaction/comment-page-1/#comment-667 anon Fri, 20 Jul 2007 05:47:47 +0000 http://blog.getsatisfaction.com/2007/05/16/what-were-up-to-with-satisfaction/#comment-667 Isn't this just a glorified web 2.0 forum model with a fancy slogan? Isn’t this just a glorified web 2.0 forum model with a fancy slogan?

]]> By: Thor Muller http://blog.getsatisfaction.com/2007/05/16/what-were-up-to-with-satisfaction/comment-page-1/#comment-666 Thor Muller Thu, 19 Jul 2007 23:05:41 +0000 http://blog.getsatisfaction.com/2007/05/16/what-were-up-to-with-satisfaction/#comment-666 @Gus: Often it's the best products that generate the most vibrant customer communities. And if users are more insightful and informed about the products than people within companies why would you object to them helping you? Perhaps it's wrong-headed of us to expect companies to be the support line of first resort--especially since most of them are so terrible at it. Satisfaction's benefit to companies is only possible when customers themselves are directly benefiting. And who doesn't love a win-win scenario like that? @Gus: Often it’s the best products that generate the most vibrant customer communities. And if users are more insightful and informed about the products than people within companies why would you object to them helping you? Perhaps it’s wrong-headed of us to expect companies to be the support line of first resort–especially since most of them are so terrible at it.

Satisfaction’s benefit to companies is only possible when customers themselves are directly benefiting. And who doesn’t love a win-win scenario like that?

]]> By: Gus Tomer http://blog.getsatisfaction.com/2007/05/16/what-were-up-to-with-satisfaction/comment-page-1/#comment-665 Gus Tomer Thu, 19 Jul 2007 22:37:11 +0000 http://blog.getsatisfaction.com/2007/05/16/what-were-up-to-with-satisfaction/#comment-665 Having paid retail for a product, I expect the company to supply support and answer questions. If they designed better products, there wouldn't be so many problems! "Satisfaction" is increasing company profits by putting the burden on customers and users. If I'm doing customer support for Dell, Adobe, or GE, then let them pay me for my time. Having paid retail for a product, I expect the company to supply support and answer questions. If they designed better products, there wouldn’t be so many problems!

“Satisfaction” is increasing company profits by putting the burden on customers and users. If I’m doing customer support for Dell, Adobe, or GE, then let them pay me for my time.

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