Lesson 3: When in a mess, say something – don’t just keep quiet and make things worseĬleartrip’s Hrush is seen commenting on the original blog post, at least initially, since the post was going all over the net. Yes, there is no apology in the blog post and that does sound a bit strange. “We will also be taking a hard look at how we can improve and make the feature clearer since it seems to be confusing some users and causing a storm in a social media teacup” “Weâ?d like to take the opportunity to explain and to improve” You’d notice the same, in a lesser degree, on the blog post. In essence, it is assuaging the user with an apology to change his possible anti stand, disarm him even more with gratitude (completely out of turn) and obviously, promise to take action. This may seem insignificant, but the sequence of words/expressions is equally important – it goes, (1) apology, (2) thanks for pointing it out and (3) we’re on the job. Lesson 2: The choice of words and expressions The response blog by Cleartrip went live the same day, on their blog, incidentally. It also thanked him for pointing that out. Cleartrip responded at 2:12pm and promised to look into it. A tweet on it, by was posted in the noon, at 1:42pm. The original blog post went live on January 26th, a national holiday in India. Lesson 1: Monitor your brand buzz consistently and constantly This one, though, is across the website and needed more scrutiny…which is what it also got, eventually. Kiruba Incident is a one-off instance and other customers were being served adequately even at that time. Unlike the Kiruba Incident, The Cleartrip Hurry Algorithm Incident is something that impacts everybody using the site. Here’s the first blog post, with that title. What is The Cleartrip Hurry Algorithm incident?
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