Social Listening

Social Listening

For this topic I chose Playstation. For their value proposition they claim to "make advanced hardware that enables the most talented developers to produce vanguard titles and set new standards in interactive entertainment." Mainly what people are saying about it has to do with PlaystationNetwork (their online service) undergoing unscheduled maintenance which has been happening frequently.
One person commented stating that "we pay so much for this service that only works half the time." Another person thought they deserved a refund, "At this rate we better be getting some refunds to make up for this unscheduled maintenance." While these people were pretty upset with Playstation, others focused on other things such as "The Division looks amazing I'm definitely going to preorder it." If I was the manager I would definitely need to deal with the maintenance problems that people are upset about. Depending on the situation and what actually is going on there isn't always a whole lot of information that you can provide to the public. At the very least the public needs to know that Playstation sees that there is a problem and is working to fix it. As a customer it would be nice to know that problem will be less frequent at some point in the future even if they can't give a specific amount of time. I would also consider giving people that have been subscribed for a while either a free month subscription, or a discount on future subscriptions or certain games. In the past when PlaystationNetwork was down for 23 days due to being "hacked" and personal information and accounts of millions of customers were compromised, Sony gave away various products to their customer base. Overall I think they can and will do a good job of addressing the problem and many of their customers are very pleased with the services and games to be released.