Recently, in class, we have been discussing the importance of being careful with your "online identity." We have discussed several examples of people in charge using a blog-type format to communicate. We also continued to discuss the repercussions of an enraged CEO responding to a blog. Well, last night, I bumped into another one of those...
I had to do an online survey for a project I am working on, and since I am not really familiar with these programs, I decided to do an online blog search for some community feedback. I quickly bumped into The Moth. If you follow the link, you will see that this guy chose to comment on his personal experience with these programs. The article was fairly helpful, it points out the good and the bad of each software. Well, as I continued to scroll down to the comments, to see if there was anything helpful on there, I realized there was an enraged co-founder of a website on the loose! Vivek Bhaskaran, co-founder of QuestionPro, responded to The Moth in a way that proves just like we have discussed in class.
Now, in Bhaskaran's defense, he knew just how hurtful that blog post could be to his program. Honestly, now that I come to think about it, I never even went to the website in question. Therefore, this leads me to think about that quote any publicity is good publicity!
Can bad response customer blogs be good publicity?
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1 comment:
Really? Your opinion on my blog post is that I am "Mad" - Here is a _response_ from the blog author regarding my comment:
"Vivek: Thanks for coming over to share your view, much appreciated. Your comments indeed touch on an aspect of the services that I did not delve into: feature richness. I had a specific feature set in my mind and that is what I used to compare the various services. Looking back, you may well be right that your service has more options than the others. Indeed that could be one of the items contributing to the poor IMO usability (too much clutter due to too many options?). But, even so, the number of clicks to get anywhere is higher than expected and good use of AJAX would help in some cases.
I cannot complain about the limit of 100 responses since I only used your FREE service; my complaint was that I did not have access to any of the 100 responses at all after the 101st. Allowing access to the 100 and hiding anything over (like zoomerang) would have been ok, OR automatically closing the survey at 100 responses like surveymonkey would have been even better. Anyway, thank you for the free service, which in the end served its purpose ;-).
Good luck with future iterations of the UI."
Anyways - all good. I participate in blogs and discussion and like you everyone has an opinion. If you think I am a "Mad" CEO, and a good case study for your class - glad to be of some use ;)
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