/24-7PressRelease/ - December 13, 2006 - It's clear from letters posted on the site that consumers have a lot of problems with how brands manage relations with consumers; ranging from customer service to product quality.
The program dips into PlanetFeedback's vast reservoir of outspoken and often critical consumer opinion. It will help companies and consumer affairs professionals better tap into the expertise and suggestions of engaged consumers.
Each week,three focus group questions will be posted on the site and users will volunteer solutions and feedback as if they were the head of customer service, in charge of the situation.
"When it comes to problem-solving, our active user base has no shortage of suggestions and recommendations; most of which are absolutely spot-on," said Greg Brummer, PlanetFeedback's general manager. "We also want to send loud and clear message to the top customer care folks out there: your most vocal consumers are your very best friend when it comes to helping your brand. Even the complainers have a world of input to offer companies."
The first
focus group, held last week, dealt with a very demanding Best Buy customer. Users were asked if they were Best Buy's customer service head, how would they respond to this customer's demands?
Last week's
topic concerns the fast moving Taco Bell e coli crisis. Users offered suggestions on how best to manage the public relations aspect of the matter as well as actually dealing with the outbreak itself.
Next week's topic will cover Best Buy's new "flextime" program for workers.
"We see this as great opportunity for companies to stay on top of emerging consumer opinion," Brummer said. "Who knows? Maybe they'll even get an actionable idea or two."
PlanetFeedback is one of the web's oldest and most respected consumer feedback sites. Established in 1999, the service helps consumers who wish to provide feedback to companies with letter writing tools, personal profiles and blogs. PlanetFeedback also provides progressive companies and brands with customer satisfaction scorecard data and analysis. PlanetFeedback also manages
MuchasGracias.com, a site dedicated to expressing thanks to companies who work overtime to help consumers and
ShopperCast.com, a site dedicated to shopping oriented tips and guidance. For more information, contact Greg Brummer at 425-308-0080 or
greg@planetfeedback.com.
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