I’ve seen numerous posts lately about Customer Service and how people are missing the boat when using social media to meet customers’ needs or even just make a connection. Three that instantly come to mind are:
- Chris Brogan’s post “Community Only Means Something If You’re Keeping It Warm” – even though his post is about your community, it resonates on the customer service level…don’t forget about your customers. EVER. Don’t just talk to the ones that are have an issue. Keep your advocates happy and engaged.
- Jay Baer’s post “70% of Companies Ignore Customer Complaints on Twitter” – not a typo…70%…IGNORE. How is this even an option for companies in this economy.
- Frank Eliason’s post “Social Media Customer Service is a Failure” – I’ve had many interactions with Frank and know how passionate he is about Social Media and Customer Service…I was shocked to see that title associated with his name, but when I read the post, I agree with him 100%. In summary, it’s about focusing on the “likes” and the number of “followers” rather than focusing on what will serve you best…your customers.