That’s the question I’m left with after reading Toby Bloomberg’s recent posts: “Social Media’s Influence on Customer Service” followed by “Social Media’s Positive Influence on Customer Service.”
To whet your appetite – or if you’re pressed for time – here’s the story: dissatisfied consumer blogs about her poorly handled experience with Capital One. Fellow blogger and diva marketer (Toby) e-mails Capital One with a link to the blog post & suggests the company respond. Her posts also generate a number of comments and head-scratching about why more companies don’t respond to these types of posts. Either they’re not taking the impact of social media & “word-of-mouse” seriously … they don’t know how … or maybe they don’t care.
[Sidebar: I love Toby’s quote about conveying the message: “You matter. I hear you. I’m paying attention to you.” That’s the true essence of customer service and delight.]
I encourage you to read these thoughtful posts, and I also challenge you & your friends to respond to Toby’s request if you’ve ever posted a positive experience on your blog and received feedback from the company involved.