{"id":39,"date":"2008-07-22T00:10:29","date_gmt":"2008-07-22T05:10:29","guid":{"rendered":"http:\/\/www.yupingliu.com\/wordpress\/2008\/07\/22\/real-life-disappointment-with-second-life-the-sequel\/"},"modified":"2010-03-17T03:04:50","modified_gmt":"2010-03-17T08:04:50","slug":"real-life-disappointment-with-second-life-the-sequel","status":"publish","type":"post","link":"https:\/\/www.yupingliu.com\/wordpress\/2008\/07\/22\/real-life-disappointment-with-second-life-the-sequel\/","title":{"rendered":"Real Life Disappointment with Second Life — the Sequel"},"content":{"rendered":"

My previous blog documented my disappointment with Second Life’s public relations<\/a>. Here is an update on the situation. The day after my blog appeared, I received both a voice mail and an email from the lady at Lewis PR (her name should have been Kristin, not Christen as I had thought at the last writing). According to her email, she had attempted to send the requested information to me via two emails. But I assume both emails were lost in transition, because they were not in my inbox or junk folder. When I called back to Lewis PR, someone did pick up the phone this time. When I said my name, he was apparently aware of who I am. He sounded courteous and helpful on the phone. Since the information that was sent to me was already something I knew and not quite what I had hoped for, he even told me that they would consider putting the information together internally, as it would be eventually useful for the company itself as well.<\/p>\n

Overall, I am glad that the situation was resolved successfully. I had heard about the power of customer complaints on the Internet. In fact, a fellow blogger and PR specialist Michelle Rogerson had documented such a situation with PBWiki<\/a>. But it is not until I have experienced it personally that I truly feel and believe in the power. So what are the lessons learned from this whole event?<\/p>\n

    \n
  1. As Rogerson’s blog<\/a> pointed out, a company should actively monitor the blogsphere (and I would add the websphere in general) for customer opinions. They are very valuable market research information that has been enabled by today’s participatory Internet.<\/li>\n
  2. Ignoring negative feedback carries grave consequences. But dealt with properly, negative feedback can turn around and become a blessing to a business. This is analogous to service recovery in the services research literature. No one is expected to do everything right 100% of the time. If recovered properly, a service failure may actually lead to higher customer satisfaction.<\/li>\n
  3. Email as a communication channel can be unreliable sometimes. Therefore, for important customer\/public requests, companies should follow up through other channels of communication (online or offline). This would help avoid ill-will and negative word-of-mouth from happening in the first place.<\/li>\n<\/ol>\n","protected":false},"excerpt":{"rendered":"

    My previous blog documented my disappointment with Second Life’s public relations. Here is an update on the situation. 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