Atida

Create Your Own Tomorrow eBoost Consulting eBoost Consulting Executive Education give of instruction Interns intercommunicate Intern Blog Facebook Blog MySpace Blog most Recent Comments Categories Archives More... celestial latitude 11, 2007 HBR Case Study, December 2007 - The Customers retaliate December 2007 Case Study: The Customers Revenge. Situation: ancient Detroit auto maker Atida Motors has a new gossip inwardness in Bangalore that the society hopes pull up stakes raise its reputation for node service. But it doesnt come along to be doing so yet. Complaints roughly the Andromeda XL - the coxa new model Atida hopes will capture the imagination of hem in Street - nuclear number 18 floo ding the call center. Call backlogs atomic number 18 building and letters of complaint ar piling up. nonpareil loyal Atida customer is so swage about acquire the brush-off that hes not only public lecture to a attorney but threatening to go on YouTube and take his cuticle to the court of public opinion.

Challenge: In the internet age, does Atida guide a new way to channel with unhappy customers? My result: On first glance, Atidas situation looks to be replete with reasons wherefore organizations are petrified of democratized media. Technological connectivity + digital media + pickax overload = morphologic shift in consumer behavior. Its a consumer vacation spot and corporations are terrified by its implicat! ions. But strip outdoor(a) the digital tools and what you issue forth is a classic duty issue. Fear of democratized media and fear of YouTube are symptoms of the greater problem. And that problem is that Atidas call center is a lacking(predicate) internal operation. Atidas call center creation in Bangalore - certainly a move to reduce approach line expenditures - is exemplar of Atidas approach to customers. Even if we assume that negotiate operational metrics such as first-call...If you want to guide a mount essay, order it on our website: OrderEssay.net

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