Encouraging customer service feedback through social media

Customer service feedback

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?

Picture courtesy of http://www.flickr.com/photos/beachball2007/ with our thanks

Customer service: the risk of social media fatigue

Social media customer service

Social media is still a black and white world, customers like it or they don't. Interestingly a shade of gray has appeared recently with a number of social media converts complaining of fatigue and returning to more traditional ways of communication such as handwriting. If the trend setters are already considering a switch away from social media, customer service executives have to consider very carefully their customer relationship management strategy: heavy investment in the new digital marketing world should be matched with proper stocking up of pens and paper.

Picture courtesy of http://www.wearesnook.com/ with our thanks. Snook is a new initiative that service designers Sarah Drummond and Lauren Currie have launched in Scotland.

Providing good customer service beyond the high street

Customer service in the high street

Providing good customer service: with the emergence of a multitude of social media, the delivery of customer service is rapidly transforming through the exploitation of new communication channels. Social media marketing has been used to drive customers to online shops and even high street shops. Interestingly shops are now being used to drive Twitter traffic, thereby enabling opportunities for repetitive contact. Soon we will want to shop through the social media sites and and will go to the shops when we want to socialise...

Picture courtesy of http://www.laurenceborel.com/ with our thanks