GMONEY1 Bronze ✭✭✭
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I agree with the "disagree" if they were referring to the "good" news part. I don't think it is "good" news... net. I was hoping for a clean slate with the new Holding so that they could remove ridiculous/defamatory discussions and posts or resolved personal complaint/issues.
I'm not a party pooper either; I'm a huge fan of Goldmoney; and I have a decent % of my assets tied to the company.
Just to add some perspective, part of my day-job is analyzing comments, complaints, call-center transcripts, and suggestions, and I have learned over the years that extracting insights (trends, common issues, high-risk issues, etc) from these data sources is just as important as protecting your brand. A young, growing, network-based, referral-based business cannot forget about the latter, or they are unlikely to hit the tipping point. I have also learned that these data sources are often fuel for legal battles, which usually stunt growth or at least create an unwanted obstacle for the company. This last statement is another reason why GM might consider internal complaint analysis....separate from open discussions.
It is also hard for me refer others to the platform when I know that they will be met with numerous records of recent complaints in the community forum...even though the complaints might not even be applicable to my referral (due to Country, funding method, old personal accounts, one-time issues, etc)...and even though many of the complaints end up being user-error.
(Honestly... with a straight, non-sarcastic tone)... What am I supposed to say to a potential referral? You have to try this revolutionary new gold-backed payments and savings platform.....it's my bread and butter.... it's the lifeblood of the financial future....... but I will warn you, there are a lot of complaints in their community forum.
Trust in the platform, or a brand, or a company's product is very fragile; and I would argue that one's credibility is just as fragile.
@Tex Currently, my view is that the community of people is an asset to GM---probably it's biggest asset... just as @Roy Sebag alluded on the call how GM is essentially holding a derivative call option on the purchasing power of their user base--- however.... the medium of the "community discussion board" has become a liability.
Constructive criticism is good (I never said it wasn't.). Complaints are bad; Complaints that continue to exist with a persistent searchable record (like the forum) are really bad. Therefore, my suggestion is to separate the complaints from the discussions. The current format blends the two... and that is not good because it leads clients to lose trust or confidence in the platform. For example, I have personally never had a problem, but I see some of the complaint posts and I empathize...
With the new Holding, I'd suggest a clean slate of discussions (as I mentioned in the other thread).... and then channel all complaints and support items through the proper support channels (chat and phone).
That is my constructive feedback for the night. peace y'all
After giving this a lot of thought... my vote would be to discontinue the forum in it's current form.
It has become a complaint center that does not accurately reflect the value and positive experiences that the vast majority of customers have received with Goldmoney; so again, it does not appear to be functioning as intended.
There are many many great companies out there who have their fair share of complaints (I have worked for some), but there has always been an outlet to handle/manage those complaints in a way such that the brand is not tainted. Telephone and chat support offered through the new holding should be a good outlet for that now.
As for maintaining a community (or feeling of community), I would again propose the Brand Ambassador community outlined above @Roy Sebag that works together to improve the platform and grow the network. These could be official beta testers and GM advocates. There are many talented people out there... and fortunate for GM, many want to help build/grow this company! We should leverage that.
My understanding is that Brand Ambassadors in other companies are usually passionate volunteers (like @GoldMatters ) who support the vision of the company, and in return, companies usually host a small appreciation event or ask Ambassadors to attend grand openings/events etc (very low cost, but they are gestures that boost morale, brand image, sentiment, awareness, and psychological acceptance of the product/service.
This is obviously very high-level, but this is a topic the board should definitely consider discussing in the near future.
Cheers y'all; happy hump day
I think recurring deposits should be .5% regardless of payment method.
And if/when direct deposit (i.e. From employer to Goldmoney) is implemented, less than .5% for sure.
That would balance out the recent changes from my POV, and I'd make more deposits.
When something I really want to own, XAUMF, is on sale, it's great!Same here @SpontaneousOrder. XAUMF, Silver when the gold to silver ratio is greater than 60, otherwise gold... all day ...every day