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[ZDNet] Next-gen consumers: Bringing companies to their knees

post #1 of 17
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Quote:
Summary: What influence does Gen-Y have on future businesses?

A decade or so ago, if you received poor customer service or were dissatisified with a product, you may have phoned the company to complain. Stuck listening to poorly-recorded theme tunes, by the time you were bounced along to the ‘right’ department — which no doubt cannot actually help and may try to bump up the month’s commission by selling you another version of the item that you rang to complain about — steaming resentment boils, resulting in a furious tirade and potentially being ‘accidentally’ cut off.

Source


I'm going to take the time to read this well and consider it, because it means something to me, as business and tech is always relative!
Edited by _GTech - 3/5/12 at 4:10pm
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post #2 of 17
Ahhh generation Y. So naive. There there, you can do it! Change the world because you care!
post #3 of 17
Social media is a bane in more ways than threatening corporations to change product or support or what have you. Scary.
    
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post #4 of 17
Of course social media impacts business! Most people rant when they get bad service or are not happy with something, it used to be just to their immediate family and friends, but now their rant has the potential to reach millions. If businesses don't evolve to meet the needs of these new, much more powerful consumers, then they're doomed. Honestly it doesn't cost much to implement a "good service culture" within a business; if businesses hire the right people then they're half way there.
post #5 of 17

Quote:

Originally Posted by hirolla888 View Post

Of course social media impacts business! Most people rant when they get bad service or are not happy with something, it used to be just to their immediate family and friends, but now their rant has the potential to reach millions. If businesses don't evolve to meet the needs of these new, much more powerful consumers, then they're doomed. Honestly it doesn't cost much to implement a "good service culture" within a business; if businesses hire the right people then they're half way there.

 

This^ +1

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post #6 of 17
Social media can help and hurt businesses. Just check out OCN and you will see people bragging about certain popular brands and people hating other popular brands.
post #7 of 17
Things like this are a detriment to small businesses if gone un-checked. Yelp is the first and foremost thing that comes to mind. They are not transparent with how they deal with businesses, and knowing from the first-hand experience that my father has had with them and trying to leverage monthly fees from him for his tiny shop, they resort to things like promoting the negative reviews for your business and quashing the positive ones unless you pay them a monthly subscription fee. Things like that are dangerous because they're no longer venues of contact between businesses and customers/proprietors, they are solely an avenue of business, and therein lies the danger.
    
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post #8 of 17
Quote:
Originally Posted by guyladouche View Post

Things like this are a detriment to small businesses if gone un-checked. Yelp is the first and foremost thing that comes to mind. They are not transparent with how they deal with businesses, and knowing from the first-hand experience that my father has had with them and trying to leverage monthly fees from him for his tiny shop, they resort to things like promoting the negative reviews for your business and quashing the positive ones unless you pay them a monthly subscription fee. Things like that are dangerous because they're no longer venues of contact between businesses and customers/proprietors, they are solely an avenue of business, and therein lies the danger.

http://en.wikipedia.org/wiki/Racket_(crime)
 
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post #9 of 17
I feel corporations still don't give a rats ass about consumers. Just my personal opinion.
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post #10 of 17
good read so far. thanks for sharing
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