英语论文网

留学生硕士论文 英国论文 日语论文 澳洲论文 Turnitin剽窃检测 英语论文发表 留学中国 欧美文学特区 论文寄售中心 论文翻译中心

Bussiness ManagementMBAstrategyHuman ResourceMarketingHospitalityE-commerceInternational Tradingproject managementmedia managementLogisticsFinanceAccountingadvertisingLawBusiness LawEducationEconomicsBusiness Reportbusiness planresearch proposal

英语论文题目英语教学英语论文商务英语英语论文格式商务英语翻译广告英语商务英语商务英语教学英语翻译论文英美文学英语语言学文化交流中西方文化差异英语论文范文英语论文开题报告初中英语教学英语论文文献综述英语论文参考文献

ResumeRecommendation LetterMotivation LetterPSapplication letterMBA essayBusiness Letteradmission letter Offer letter

澳大利亚论文英国论文加拿大论文芬兰论文瑞典论文澳洲论文新西兰论文法国论文香港论文挪威论文美国论文泰国论文马来西亚论文台湾论文新加坡论文荷兰论文南非论文西班牙论文爱尔兰论文

小学英语教学初中英语教学英语语法高中英语教学大学英语教学听力口语英语阅读英语词汇学英语素质教育英语教育毕业英语教学法

英语论文开题报告英语毕业论文写作指导英语论文写作笔记handbook英语论文提纲英语论文参考文献英语论文文献综述Research Proposal代写留学论文代写留学作业代写Essay论文英语摘要英语论文任务书英语论文格式专业名词turnitin抄袭检查

temcet听力雅思考试托福考试GMATGRE职称英语理工卫生职称英语综合职称英语职称英语

经贸英语论文题目旅游英语论文题目大学英语论文题目中学英语论文题目小学英语论文题目英语文学论文题目英语教学论文题目英语语言学论文题目委婉语论文题目商务英语论文题目最新英语论文题目英语翻译论文题目英语跨文化论文题目

日本文学日本语言学商务日语日本历史日本经济怎样写日语论文日语论文写作格式日语教学日本社会文化日语开题报告日语论文选题

职称英语理工完形填空历年试题模拟试题补全短文概括大意词汇指导阅读理解例题习题卫生职称英语词汇指导完形填空概括大意历年试题阅读理解补全短文模拟试题例题习题综合职称英语完形填空历年试题模拟试题例题习题词汇指导阅读理解补全短文概括大意

商务英语翻译论文广告英语商务英语商务英语教学

无忧论文网

联系方式

CRM Case Study On Orbitz: How to Insult, Irritate, Patronize, Stress And Lose Customers

论文作者:留学生论文论文属性:案例分析 Case Study登出时间:2010-05-28编辑:steelbeezxp点击率:2584

论文字数:1017论文编号:org201005282042326652语种:英语论文 English地区:荷兰价格:免费论文

关键词:CRMCase StudyCustomers

CRM Case Study On Orbitz: How to Insult, Irritate, Patronize, Stress And Lose Customers

David Sims September 29, 2006

The ongoing Orbitz live CRM case study has been completed, and I'm sorry to report that through some of the worst customer service I've ever experienced, they've destroyed whatever possibilities for customer loyalty may have existed with us.

Basically, my family of five is flying from Istanbul to Washington, D.C. round-trip for Thanksgiving. We went online to look for tickets, and we'd had good experiences, both in price and customer service, with both Expedia and Travelocity, so we figured Orbitz was kind of like those guys.

We booked tickets, and went on Orbitz's site to pick out the seats, a feature they offer which we like.  It's booked through Alitalia but a few legs are operated by Delta, we have Istanbul-Milan, Milan-Boston, Boston-Washington going, and Washington-Atlanta, Atlanta-Milan, Milan-Istanbul coming. We filled in seat requests for all six flights, Orbitz charged our card for just north of $3,100, we figured the matter closed.

Then we noticed that the seats for the Washington-Atlanta and Atlanta-Milan legs were "pending," not confirmed. We sent an e-mail to the Orbitz customer service address promising "We try to answer all queries in three hours," or something like that, saying hey, what's going on here, we've paid and these seats are unconfirmed? Visions of being stranded at the D.C. airport danced through our heads.
My wife wrote to them and I did too.

Let's review: In CRM, the first priority is to make a good first impression on a customer. Orbitz failed there. Not the end of the world -- as I wrote on the first instalment, the problem isn't the problem. How you handle the problem is much more important.

Customer loyalty is frequently won for good in the resolution of a problem. It's like a relationship that hasn't had any fights: You don't know what'll happen when a real problem comes up. When you have www.51lunwen.org a fight and get over it you have a stronger relationship, right? Same with customers.

Look, nobody's going to provide perfect service. Not Orbitz, not Southwest, Nordstrom's, Amazon.com, Ritz-Carlton, Rolls-Royce, nobody. We customers don't expect perfect customer service. We expect problems to be handled the right way, and we'll give an amazing amount of loyalty to a company who does so.

So Orbitz's response to our problem was… no response. Not even an autoresponder saying "We've received your e-mail." We sent another e-mail saying look, we're getting concerned that we've paid you and we can't get seats confirmed on these two flights. Orbitz couldn't be bothered to answer that one either. Not a concern, evidently, they had their $3,100, what did they care about our personal problems?

So yesterday I sent them a fourth e-mail telling them I'd contacted our credit card bank and was requesting them to cancel the payment and that we'd rebook with someone else.
And I did, that wasn't an empty threat. I sent an e-mail to my bank instructing them to do that. And -- this is the honest 100% truth -- three or four minutes later I got a phone text message from my wife saying "Seats confirmed on all flights."

I called her back and it turns out this thing about Orbitz not giving us confirmed seats was stressing her out to the point where she took time off work to go to the Delta office here in Istanbul and论文英语论文网提供整理,提供论文代写英语论文代写代写论文代写英语论文代写留学生论文代写英文论文留学生论文代写相关核心关键词搜索。

共 1/2 页首页上一页12下一页尾页

英国英国 澳大利亚澳大利亚 美国美国 加拿大加拿大 新西兰新西兰 新加坡新加坡 香港香港 日本日本 韩国韩国 法国法国 德国德国 爱尔兰爱尔兰 瑞士瑞士 荷兰荷兰 俄罗斯俄罗斯 西班牙西班牙 马来西亚马来西亚 南非南非

   Europe (24-hours)
   EN:13917206902
   china (24-hours)
   CN:13917206902
在线客服团队
    全天候24小时在线客服
      QQ:949925041 
  

微信公众订阅号