Crisis: a customer’s view
On the same topic as the post above…
Here is one company’s approach to communicating on a major business crisis. Skim-read the post (it’s long!) and form your own opinion and then confront it with the customer feedback at the bottom.
What I noted is a considerable amount of admiration, praise and understanding. OK there are disgruntled customers but the balance is broadly positive. Most of us common mortels are incapable of judging the technical aspects of such problems. Accidents happen. No-one is perfect. However, it seems to me that our opinion of the company in question is heavily influenced by our perception of how the crisis is being handled, or not.
By the sound of it, this may even be a factor that distinguishes DreamHost from its competitors.
No comments yet. Be the first.
Leave a reply
