One of my close friends works in a insurance company as a manager of the department, other friends are in more or less in the same positions within banks and financial companies, so i had a talk with them about starting a blog for each company, so lets say my friend in Commercial Facilities Companies start a blog. He and a small group within the company  would post about new services they are offering, getting consumers thoughts about them, answering consumers questions. Lets say NBK makes a blog, and shows there marketing campaign before launch where we as consumer can give our input, ask about different services. Imagine Mr.Ibrahim Dabbdoub NBK CEO answering you back, that would be a first. But think about it, if a certain CEO start taking his customer that serious and all other visitors are seeing such a chat, how much credibility does that create for such large corporation in Kuwait. This type of method creates a new platform for customer interaction, and it gives employees at top positions to hear and understand what their customers really want/need. You see we are all different in certain ways, so some have specific demands that are never met by normal means like employees in branches or call centers, this gives us as consumers an opportunity to get our answers addressed in a professional manner. A major problem in Kuwaiti companies is that most of the information is not centralized, each employee has a different answer, but when asking higher ranking managers you get accurate answers. Such blogs may open up new horizons for these companies, making certain blogers test new services and say what they think about them, like online banking. What do you folks think, is this to much for such companies to handle? Once a customer of Qantas Airlines had a complaint which he posted on a blog, in his comment he said that he wished that the CEO of Qantas Geoff Dixon would answer him back and within a week the CEO did answer him back, apparently the secretary of the Geoff saw the complaint on the blog and informed the CEO. The complaining customer was pleased after he knew that the CEO of Qantas Airlines is looking into the problem, which then got solved. This shows that Qantas Airlines listens to what its customers have to say.

This entry was posted on Wednesday, June 6th, 2007 at 1:57 am and is filed under Marketing & Media, New Concepts & Idea's. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.