Picture courtesy of http://www.flickr.com/photos/beachball2007/ with our thanks
07 January 2010
Encouraging customer feedback through social media
After a long session of surf or for that matter a good or bad customer service occurence, most clients want to share what they experienced. The choice for companies is either to encourage this desire for communication so that it creates the right swell when positive or to put their head in the sand and hope the bad press goes away. Social media is making a two tier system more difficult to organise as the good mixes with the bad. To counter this, some companies are starting to set up dedicated accounts on Twitter for the problem areas such as delivery issues or service outage. But, is this segmentation approach going to succeed by containing the less positive stories or is it a serious threat to the holistic nature of social media?