So the plan was to post this two days ago. Unfortunately, i'm working hard to revise for an exam on AdWords that I have next week, so blogging has taken a back seat for the past few days. Sorry if this is old news now!
To briefly highlight, PayPal recently gave in to demands to change the rules for refunding eBay buyers affected by fraud. Reading through the article, it would appear that the central reason for the change of heart was consumer power. Hate sites created against PayPal managed to make the organisation reassess their position on consumer refunds.
In this instance, I would suggest that PayPal made the correct decision to listen to the views of the parody websites. Many organisations are still of the impression that hate sites represent a threat exclusively. This opinion is naive. More often than not, these sites are established by those with an interest in the organisation's offerings. As such, these sites are likely to identify important points that the organisation should consider. Simply buying the domain names is unlikely to resolve the inherent problem. Further, were the issue to cause a second individual to establish such a site, the organisation would find itself back at square one. It makes far more sense to actually listen to the consumer and resolve their problems as they arise.
To briefly highlight, PayPal recently gave in to demands to change the rules for refunding eBay buyers affected by fraud. Reading through the article, it would appear that the central reason for the change of heart was consumer power. Hate sites created against PayPal managed to make the organisation reassess their position on consumer refunds.
In this instance, I would suggest that PayPal made the correct decision to listen to the views of the parody websites. Many organisations are still of the impression that hate sites represent a threat exclusively. This opinion is naive. More often than not, these sites are established by those with an interest in the organisation's offerings. As such, these sites are likely to identify important points that the organisation should consider. Simply buying the domain names is unlikely to resolve the inherent problem. Further, were the issue to cause a second individual to establish such a site, the organisation would find itself back at square one. It makes far more sense to actually listen to the consumer and resolve their problems as they arise.
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