Oct 7, 2009
Rethink Customer Service
While consumers are on hold with your company’s call center, they could be posting unflattering things on Twitter about their wait while simultaneously researching for blogs that badmouth you. And in today’s social media environment, consumers are listening more to consumers – not to your pre-recorded music or marketing messages. Read more.
Excellent article. In my personal experience, it wasn’t until I employed social media that a customer service problem was resolved. I blogged about it here: http://www.feelingfuller.com/2009/09/when-in-rome-wednesday-new-aqueducts.html
Good point, Andy, and your HP story resonates loud and clear with the general principle of how companies need to rethink how they conduct business these days. Thanks for your comments!