Infographic: How to Avoid an Online Customer Service Fiasco

I’m interested in this topic – could you please specify the name of the article (or articles) from MIT Sloan Review? Thanks 

Many companies just don’t care. They’re either not aware of their own online presence or they just try to rationalize it as a one-time thing. Your infographic explains perfectly my situation with a company that did not try in the least to mitigate the situation. You can read about here –> http://elvisinmybasement.blogspot.com/2011/06/pentax-k-x-repair-update-how-i-got.html

I think all of the final tips are great, but that last one is the most important – offer a solution.  I know from the experience of being a customer that my displeasure with a company is always mitigated when they make an attempt to resolve my issue and show me that they care.  US Airways gave me an $800 travel voucher for having to transfer me to a flight with another airline.  A collectibles company failed to deliver the product within two weeks of the delivery date, so they gave me an additional product free of charge.  Though I am not the type of person who would have vented online later, theses companies showed forethought: they knew a fiasco MIGHT erupt because of these unpleasant circumstances, and they jumped straight to the endgame: offer a solution.  Their immediate willingness showed me that they cared about how I would feel, and I appreciated that a lot, and have been a fairly loyal customer to both ever since.

On the other hand, there are times when the fiasco has struck and the company has utterly failed to respond in a meaningful way.  The second part of the fiasco, “failed resolution,” is always where I get most angry. 
This post:  http://www.stepbystepmarketing.com/daily/customer_satisfaction_research/the-importance-of-solving-customers%E2%80%99-issues-fast/ points out the most common issues I encounter when trying to resolve an issue.  I read that and, just like with the above post, nodded and said “yup, that’s right.”  Nothing can kill my loyalty faster than poor customer service.  Vice versa, nothing can earn my loyalty faster than good.