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So today I’m rolling out a new management structure that I believe will make Yahoo! a lot faster on its feet. For us working at Yahoo!, it means everything gets simpler. We’ll be able to make speedier decisions, the notorious silos are gone, and we have a renewed focus on the customer. For you using Yahoo! every day, it will better enable us to deliver products that make you say, “Wow.”
I’ve noticed that a lot of us on the inside don’t spend enough time looking to the outside. That’s why I’m creating a new Customer Advocacy group. After getting a lot of angry calls at my office from frustrated customers, I realized we could do a better job of listening to and supporting you. Our Customer Care team does an incredible job with the amazing number of people who come to them, but they need better resources. So we’re investing in that. After all, you deserve the very best.
The web has too many people stuck in yesterday's thinking and with poor management skills. They were once on the bleeding edge and think they are still there but are not.
We will see. Good luck to her.
Customer Care team does an incredible job with the amazing number of people who come to them, but they need better resources
They might do an incredible job for people who come to them, but I would think that is very few because it is almost impossible to find any way to contact them on their web site.
joined:Jan 3, 2003
it is almost impossible to find any way to contact
I used to buy traffic from Overture, now with Yahoo!s "simplified" login I can't get into an account. Had to cancel a card to stop them charging my account. Have no way of retrieving account info. Have no way of contacting Small Business center, when you call you are told "if you are s Business customer please login..."
BTW, their #2 menu item when you call and press 1 is "Premium Male caller", this is excellent!
Just by picking up simple low hanging fruit Yahoo! could've made it. Not likely IMHO.
Plus I've had underline ads show up on my paid account emails. That is not cool and I never found a way to even complain to anyone, short of Googling Yahoo's address and sending them a letter.
I was gob smacked last week; I had a weird problem with my yahoo inbox, some of my folders went missing, others corrupted.
I found a live chat within their help section, I got a real person, who managed to fix the issue within minutes. (I dont use any of their paid services.)
I think their is still a lot of traffic within Yahoo, its user base is still huge infact. The problem is, not much traffic leaves Yahoo which maybe partly due to outside users not aware of the amount good free resources Yahoo does offer.
I think Yahoo will have to become more slicker and more focused across its entire business if its to survive the next 10 years, as there is a lot real competition coming in from all directions.
"""After getting a lot of angry calls at my office from frustrated customers, I realized we could do a better job of listening to and supporting you"""
..... they wouldn't just address the issues that were the nature of the angry calls rather then setting up a new dept to "listen better"
Think of a restaurant... you get really crappy lettuce in your salad, you complain about the lettuce, at the same time others are also unhappy with the lettuce and they begin to complain. Is the best course of action for the restaurant to get better lettuce or would it be better to set up a new dept that will better listen to your lettuce complaints?
Fix the problems and you won't need a new department.
I loved the analogy (funny), though, in this case, I think it may be a bit unfair.
There are a huge number of moving parts which make up any site network of the Yahoo's size - It is not easy to get your arms around all that stuff. In order to manage something that size, you need to have information to act upon, not just the data points which end up providing that information.
I am betting that they really do want to fix the problems, but first they are going to have to be identified and prioritized. They seem to be paying attention and making certain subtle changes if you look closely.
I certainly wish them well in their efforts to reinvent themselves. They seem to have some very sharp folks, though there has not been a cohesive strategy in pulling things together. My hope is the new management will focus on process flow, corporate definition and mission purpose, making each clear to every user of their service.
I guess we all will find out for sure in about 6 months.