Comments on: Dumbass of the Week: Virgin Blue http://www.ask-kalena.com/social-media/dumbass-of-the-week-virgin-blue/ Your Daily Search Engine Advice Column Fri, 21 Oct 2011 07:51:40 +0000 hourly 1 http://wordpress.org/?v=3.1.3 By: David http://www.ask-kalena.com/social-media/dumbass-of-the-week-virgin-blue/comment-page-1/#comment-49074 David Mon, 16 Nov 2009 09:22:23 +0000 http://www.ask-kalena.com/?p=1454#comment-49074 Yep just one of those rumors people were suggesting so i thought id include it, based around the iSnack 2.0 theories. I wish i had of added it earlier.... Yep just one of those rumors people were suggesting so i thought id include it, based around the iSnack 2.0 theories. I wish i had of added it earlier….

]]> By: Kalena Jordan http://www.ask-kalena.com/social-media/dumbass-of-the-week-virgin-blue/comment-page-1/#comment-49073 Kalena Jordan Mon, 16 Nov 2009 09:19:16 +0000 http://www.ask-kalena.com/?p=1454#comment-49073 @ David - a marketing stunt? That is pretty far-fetched. @ David – a marketing stunt? That is pretty far-fetched.

]]> By: David http://www.ask-kalena.com/social-media/dumbass-of-the-week-virgin-blue/comment-page-1/#comment-49042 David Mon, 16 Nov 2009 06:17:54 +0000 http://www.ask-kalena.com/?p=1454#comment-49042 @Kalena based on the my blog traffic while it has slowed to around 50% of what it was Friday/Saturday there is still a lot of interest around it. Polling my website visitors 38% think is a marketing stunt 55% think its human error 3% think its a technical issue @Kalena based on the my blog traffic while it has slowed to around 50% of what it was Friday/Saturday there is still a lot of interest around it.

Polling my website visitors
38% think is a marketing stunt
55% think its human error
3% think its a technical issue

]]> By: Kalena Jordan http://www.ask-kalena.com/social-media/dumbass-of-the-week-virgin-blue/comment-page-1/#comment-49040 Kalena Jordan Mon, 16 Nov 2009 06:13:52 +0000 http://www.ask-kalena.com/?p=1454#comment-49040 @ Eric - Yes, customer-choice options would be a sensible response. Love the idea of the *idiot* humiliation page. Immediately diffuses the anger with humour and would win kudos as well as publicity, provided no single staff member is blamed or overly sensitive. But haven't seen much about the issue today, so I think it has mostly blown over due to w/e. Lucky Virgin Blue! @ Eric – Yes, customer-choice options would be a sensible response. Love the idea of the *idiot* humiliation page. Immediately diffuses the anger with humour and would win kudos as well as publicity, provided no single staff member is blamed or overly sensitive. But haven’t seen much about the issue today, so I think it has mostly blown over due to w/e. Lucky Virgin Blue!

]]> By: Eric Rowe http://www.ask-kalena.com/social-media/dumbass-of-the-week-virgin-blue/comment-page-1/#comment-48955 Eric Rowe Sun, 15 Nov 2009 20:49:40 +0000 http://www.ask-kalena.com/?p=1454#comment-48955 Having managed customer service teams one of my favorite ways to deal with a mistake like this is to defuse a lot of the hostility by empowering the customers, but in a way you control. If you give them a semblance of power they as a group will be settled, though you will always have a few outliers that need to be dealt with directly. I'd have sent an apology email with some options for the customers to pick from. 1. 500(or whatever) air miles. We know it isn't the original offer, but despite our mistake we do want you to have something. 2. I am an idiot page. If you choose this we will print out an I am an idiot page for each one we get. One of these will be put on the marketing manager's door each day until they run out. 3. Karma. You accept our apology and someday, something good will come back to you. And no, they certainly in no way should or have to honour a mistake. Cheers, Eric Having managed customer service teams one of my favorite ways to deal with a mistake like this is to defuse a lot of the hostility by empowering the customers, but in a way you control. If you give them a semblance of power they as a group will be settled, though you will always have a few outliers that need to be dealt with directly.

I’d have sent an apology email with some options for the customers to pick from.

1. 500(or whatever) air miles. We know it isn’t the original offer, but despite our mistake we do want you to have something.
2. I am an idiot page. If you choose this we will print out an I am an idiot page for each one we get. One of these will be put on the marketing manager’s door each day until they run out.
3. Karma. You accept our apology and someday, something good will come back to you.

And no, they certainly in no way should or have to honour a mistake.

Cheers,

Eric

]]> By: Kalena Jordan http://www.ask-kalena.com/social-media/dumbass-of-the-week-virgin-blue/comment-page-1/#comment-48756 Kalena Jordan Sat, 14 Nov 2009 22:25:45 +0000 http://www.ask-kalena.com/?p=1454#comment-48756 @David - It certainly was a colossal mistake. But I don't think they need to honour the offer - would be logically impossible and judging by the number of persons the accidental email went out to, financially infeasible. I don't expect compensation - I'm more interested in the disaster control side of things. I felt their *Oops! Friday 13th* response was a little dismissive, as did many others it seems. @David – It certainly was a colossal mistake. But I don’t think they need to honour the offer – would be logically impossible and judging by the number of persons the accidental email went out to, financially infeasible. I don’t expect compensation – I’m more interested in the disaster control side of things. I felt their *Oops! Friday 13th* response was a little dismissive, as did many others it seems.

]]> By: David http://www.ask-kalena.com/social-media/dumbass-of-the-week-virgin-blue/comment-page-1/#comment-48512 David Sat, 14 Nov 2009 03:41:33 +0000 http://www.ask-kalena.com/?p=1454#comment-48512 What ever the case its going to be a battle of the PR titans next week and this will test Virgin's agency strength in dealing with the issue and not making it worse as they appear to have done so far... As you can see PR and social media doesn't work only office hours.... What ever the case its going to be a battle of the PR titans next week and this will test Virgin’s agency strength in dealing with the issue and not making it worse as they appear to have done so far…

As you can see PR and social media doesn’t work only office hours….

]]> By: Kalena Jordan http://www.ask-kalena.com/social-media/dumbass-of-the-week-virgin-blue/comment-page-1/#comment-48509 Kalena Jordan Sat, 14 Nov 2009 03:36:15 +0000 http://www.ask-kalena.com/?p=1454#comment-48509 @ Ben - yep, saw that last night and tweeted: http://twitter.com/kalena/status/5676727490 @ Stephen and Rob - well it is still early days. They may well offer something, esp when/if the major media agencies start milking it, which I'm guessing they will @ Ben – yep, saw that last night and tweeted: http://twitter.com/kalena/status/5676727490
@ Stephen and Rob – well it is still early days. They may well offer something, esp when/if the major media agencies start milking it, which I’m guessing they will

]]> By: Rob McCance http://www.ask-kalena.com/social-media/dumbass-of-the-week-virgin-blue/comment-page-1/#comment-48486 Rob McCance Sat, 14 Nov 2009 02:10:23 +0000 http://www.ask-kalena.com/?p=1454#comment-48486 How does "Friday the 13th" even qualify as an excuse? That's so lame. They should at least make some concession if they are not going to cough up the Gold Membership. Free class upgrade or something. Anything. How does “Friday the 13th” even qualify as an excuse?

That’s so lame. They should at least make some concession if they are not going to cough up the Gold Membership.

Free class upgrade or something. Anything.

]]> By: stephen http://www.ask-kalena.com/social-media/dumbass-of-the-week-virgin-blue/comment-page-1/#comment-48460 stephen Sat, 14 Nov 2009 00:26:11 +0000 http://www.ask-kalena.com/?p=1454#comment-48460 i agree with austin. this was a dishonest marketing tool. virgin should be made to honour the first emails. i agree with austin. this was a dishonest marketing tool. virgin should be made to honour the first emails.

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