project 1

DELIVERABLES
Submit this worksheet to the Project 1 Assignment folder in D2L by 11:59 p.m. on June 14.
Copy and paste content below the line into a Module 1 Discussion post by 11:59 p.m. on June 14.
PROMPT As described in Chapter 4, consumers typically choose from three courses of action when they are unhappy with a product or service: voice response, private response, or third-party response. As marketers, we WANT consumers to complain in a time and place where we can correct the situation, avoid an escalation, and collect valuable insights. 
Share an example of a unhappy consumer who complained via *publicly visible* social media (e.g. Yelp, TripAdvisor, Twitter, Google).  Embed in your response a screenshot of the initial complaint. Below the embedded screenshot, offer the requested information. Cite your book and other sources as needed. 
PRO TIP: Your colleagues and I will lend more credibility to your ideas when you demonstrate your investment in research idea. Reference credible sources, including your text, to support your ideas.
___________________________________________________________________________________
[Screenshot of initial complaint goes here]

Name      of company
Details      of the complaint: Who, what (topic of complaint), when (date complaint      posted), where (which website), why (the reason for the complaint).
What      outcome the user desired (or seemed to desire).
Whether,      when, and how the company replied.
Whether,      when, and how the issue was resolved.
Why      should the firm be happy the user issued this voice response instead of      using a private or third-party response?
What      did the firm do well in this scenario?
With      the feedback included in the complaint, how could the firm improve its      social listening and/or marketing mix (product, price, distribution,      promotions)? Why would these changes benefit the firm?

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