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從錯誤中學習 : 學費是236 台iPad!

Discussion in 'Chinese Dedicated iPad forum' started by csllanna, Aug 4, 2012.

  1. csllanna
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    csllanna Super Moderator Staff Member

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    有一篇好論文 :"Error Management as Organisational Strategy"是University of Texas Aerospace Crew Research Project Austin, Texas USA的225號研究項目: Human Factors Research Project: 225。

    "An anonymous Latin saying, 'To err is human' still defines a universal characteristic of our existence. While organisations can strive for a 'zero error' state, it is not an attainable goal. So long as humans function in complex environments, errors will occur. And when under stress, work overload, or work underload or boredom, the probability of error is increased. The best that organisations can hope for is to manage error effectively, decreasing the probability of errors and minimising their consequences (Helmreich & Merritt, 1998). "

    但最近,中國支付宝(英文: alipay, 是一個第三方網上支付平台,由阿里巴巴集團於2004年12月创办,現為阿里巴巴集團的關聯公司)卻有了一次機緣, 能把錯誤變成潮流的行銷手段, 這一切只因支付宝在7月26日因在"手机支付,人人有礼"的活动中,错把236位用户所获得的奖品"网票网5元代金券"误发短信通知这些客户中了本次活动的最大奖项 - - Ipad2而致歉!

    支付宝在微博澄清自己的过失和错误后做出决定,按照信息内容弥补自己的过失,对这236位用户每人发布一台ipad2,恳求用户原谅支付宝的过失!

    image-2483327017.jpg

    雖然有人為支付宝"iPad2短信门"事件搖旗吶喊, 說此事凸显阿里巴巴一直所倡导的契约精神, 称赞支付宝的危机公关做得好,同時支持寶在这种情况下没有选择逃避而是主动道歉,并且承担过失责任,对消费者作出补偿,这点值得业界同行学习。


    儘管也有人質疑這次是大膽的行銷手段之一,但我最關心的是這句話:

    @M马志军(昆山华泛信息服务有限公司客服运营部): 发错短信的那位支付宝员工怎么赔啊?终身困在淘宝还债吗?

    文章來源:
    1) Error Management as Organisational Strategy

    2) 丁道师:支付宝iPad2短信门不是傻逼是牛逼

    3) 支付宝5元卖iPad2闹乌龙还是做营销?
    Last edited: Aug 4, 2012

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