Posted by on Aug 14, 2010 in Social Media, Video/Audio | 2 comments

it has been awhile since I recorded a podcast episode of More than a Few Words, but things have started to settle down in the office, I bought a new portable recording device, a new computer, and I have time to start working on weekly podcast again.

Today’s topic: Customer Service and Social Media.   I don’t think good companies are changing their service levels, but I think they are using new tools to improve their response times.  … and companies who are not as good as they should be are discovering that consumers have power!

To listen to the podcast click here.

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  • http://flavors.me/muhammadinc Muhammad Yasin

    Lorraine,

    One critical flaw that I see in the server company’s social media strategy is their brand monitoring strategy. You never should have needed to alert them about your posts. A critical part of committing to social media as an organization is keeping your pulse on the sentiment of brand mentions. Done properly, PR & Customer Service would have immediately known of your post through alerts and reached out to you to address the issue. Hopefully your experience opened their eyes.

    Thanks for the podcast, I am rabidly passionate about Social Media as a Customer Service Tool and I hope to see many more posts on the topic.

  • http://www.roundpeg.biz Lorraine

    Muhammad,
    You are absolutely right. When a company puts up a social media profile, users of the media expect they will respond to @replies.

    Tried connecting with Carbonite the same way. It took two messages but they finally responded, and sent me in the right direction for help.

    Social media has collapsed response time expectations from a few hours t a few minutes And many companies are not ready for that., but need to be.

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