Krups
Introduction
-Visa is currently down
-We have to address our direct and secondary customers—banks and consumers
-What we’re going to do—need to act fast: -Social media- twitter -news releases online (top of search pages) -give end consumers points
-What happened: -operations at a third party supplier(?) went down -resulted in Visa going down across all of Canada
-although banks are our customers, end consumers are their customers
-need to address concerns of consumers to maintain relationship with them and to help our customers retain them
-how is what we’re going to do going to help our customers and consumers
Shuhe
Immediately:
- What is most important right now is getting our customers back online.
- Even though the fault of third party, the brand that is getting hurt is ours o Send our best team over to help address the problem as well as call in the technology specialist to send a team
- Communicating to the public o Release announcement that visa is trying its best to fix the problem o Important in staying in touch with each of the banks because they are the ones trying to process this information
Short term:
- Must realize that nowadays, everything goes viral so need to hold a press conference to address the issue and release information online about what happened o Address the twitter fiasco
"Visa" to the top of the Twitter trending chart.
- Address the embarrassment of the end customers o Give them 2000 bonus reward points
Equivalent to around 15 dollars
Entice them to stay with MasterCard
Only lose the money if they actually redeem
Stagger the cost of this redemption
- Reconcile the