Comments on: Customer service in the Twitter age! http://jimsmarketingblog.com/2009/05/12/customer-service-in-the-twitter-age/ Marketing advice & marketing tips for small businesses & entrepreneurs. Sat, 13 Mar 2010 14:35:13 +0000 http://wordpress.org/?v=2.9.1 hourly 1 By: Standing out from the crowd! | Jim's Marketing Blog http://jimsmarketingblog.com/2009/05/12/customer-service-in-the-twitter-age/comment-page-1/#comment-5880 Standing out from the crowd! | Jim's Marketing Blog Fri, 09 Oct 2009 16:46:00 +0000 http://jimsmarketingblog.com/?p=1602#comment-5880 [...] great news is that customer service excellence is rare today – So rare that when you provide it to people, they tell everyone.  [...] [...] great news is that customer service excellence is rare today – So rare that when you provide it to people, they tell everyone.  [...]

]]> By: Orange and T Mobile UK to merge | The Tech News Blog http://jimsmarketingblog.com/2009/05/12/customer-service-in-the-twitter-age/comment-page-1/#comment-5617 Orange and T Mobile UK to merge | The Tech News Blog Tue, 08 Sep 2009 06:55:33 +0000 http://jimsmarketingblog.com/?p=1602#comment-5617 [...] O2 is currently the UK’s largest mobile phone company, with around 37% market share. SHARETHIS.addEntry({ title: "Orange and T-Mobile UK to merge", url: "http://www.thetechnewsblog.com/2009/09/08/orange-and-t-mobile-uk-to-merge/" });Related posts:No upgrade for my Nokia N95 [...] [...] O2 is currently the UK’s largest mobile phone company, with around 37% market share. SHARETHIS.addEntry({ title: "Orange and T-Mobile UK to merge", url: "http://www.thetechnewsblog.com/2009/09/08/orange-and-t-mobile-uk-to-merge/" });Related posts:No upgrade for my Nokia N95 [...]

]]> By: O2 customer service 02 Twitter FriendFeed social media | Jim's Marketing Blog http://jimsmarketingblog.com/2009/05/12/customer-service-in-the-twitter-age/comment-page-1/#comment-4843 O2 customer service 02 Twitter FriendFeed social media | Jim's Marketing Blog Sat, 20 Jun 2009 09:16:20 +0000 http://jimsmarketingblog.com/?p=1602#comment-4843 [...] massive reach this now gives your customers.  My blog post detailed the poor experience I had with o2 customer service - my mobile / cell phone [...] [...] massive reach this now gives your customers.  My blog post detailed the poor experience I had with o2 customer service – my mobile / cell phone [...]

]]> By: Stefanie Hartman http://jimsmarketingblog.com/2009/05/12/customer-service-in-the-twitter-age/comment-page-1/#comment-4723 Stefanie Hartman Mon, 25 May 2009 12:48:37 +0000 http://jimsmarketingblog.com/?p=1602#comment-4723 The world is so very interconnected now. You bring up a good point about keeping your customers expectations met. If they are not, that positive Tweet recommending your business can easily be turned into a complaint. The world is so very interconnected now. You bring up a good point about keeping your customers expectations met. If they are not, that positive Tweet recommending your business can easily be turned into a complaint.

]]> By: Howard Moorey http://jimsmarketingblog.com/2009/05/12/customer-service-in-the-twitter-age/comment-page-1/#comment-4710 Howard Moorey Tue, 19 May 2009 10:16:43 +0000 http://jimsmarketingblog.com/?p=1602#comment-4710 Hi Jim! Your post very succinctly sums up the state of the UK Corporate Sector perception of a changed marketplace that has evolved since just last year! The old "masculine" marketing format of Create a Product, then tell everybody how wonderful it is (and how much they really need it), expecting them to queue up and buy, has gone - probably forever! To be replaced by a much more "feminine" approach where answering NEEDS, providing good SERVICE and SUPPORT, and taking a much more CARING approach are the factors that will attract Buyers in the future. This is "Customer Engagement" instead of "Business Development". Most of us now prefer to "Buy" rather than be "Sold To", because we can do this in a more considered fashion, having researched first through Google, Blog comments, Facebook groups, or indeed maybe even Tweet content! After the downfall of Banks, the Motor Industry, and now MPs, we find that all the major foundations of society can't be relied on anymore, so (bye bye "advertising") we now have to come to our own conclusions, developed through chatting with our friends/networking with our connections. That is a much more comfortable position to be in - after all these are people whose opinions we value - unlike the "voice" that was just blurting at you done the phone! Why have the larger enterprises not taken this on board yet? Methinks they have still to learn and turn their whole marketing operations on their heads first, THEN perhaps we will get a "Caring Supply Chain" which is just what we really want, and deserve! As always, thanks Jim, keep 'em coming - you always hit the spot! Howard Hi Jim!
Your post very succinctly sums up the state of the UK Corporate Sector perception of a changed marketplace that has evolved since just last year!

The old “masculine” marketing format of Create a Product, then tell everybody how wonderful it is (and how much they really need it), expecting them to queue up and buy, has gone – probably forever! To be replaced by a much more “feminine” approach where answering NEEDS, providing good SERVICE and SUPPORT, and taking a much more CARING approach are the factors that will attract Buyers in the future. This is “Customer Engagement” instead of “Business Development”.

Most of us now prefer to “Buy” rather than be “Sold To”, because we can do this in a more considered fashion, having researched first through Google, Blog comments, Facebook groups, or indeed maybe even Tweet content!

After the downfall of Banks, the Motor Industry, and now MPs, we find that all the major foundations of society can’t be relied on anymore, so (bye bye “advertising”) we now have to come to our own conclusions, developed through chatting with our friends/networking with our connections. That is a much more comfortable position to be in – after all these are people whose opinions we value – unlike the “voice” that was just blurting at you done the phone!

Why have the larger enterprises not taken this on board yet?
Methinks they have still to learn and turn their whole marketing operations on their heads first, THEN perhaps we will get a “Caring Supply Chain” which is just what we really want, and deserve!

As always, thanks Jim, keep ‘em coming – you always hit the spot!
Howard

]]> By: Claudia Broome http://jimsmarketingblog.com/2009/05/12/customer-service-in-the-twitter-age/comment-page-1/#comment-4701 Claudia Broome Wed, 13 May 2009 20:57:15 +0000 http://jimsmarketingblog.com/?p=1602#comment-4701 Jim, I can't believe how timely this is for me. I had two incidences today with "big" companies that acted in the same way. I answered one of the questions with the question: How stupid do you think I am? I am not usually that rude but there is a time and a place to make a point. That time and place is now and here! Thanks Jim. Claudia Jim,
I can’t believe how timely this is for me. I had two incidences today with “big” companies that acted in the same way. I answered one of the questions with the question: How stupid do you think I am? I am not usually that rude but there is a time and a place to make a point. That time and place is now and here! Thanks Jim.
Claudia

]]> By: Aakash http://jimsmarketingblog.com/2009/05/12/customer-service-in-the-twitter-age/comment-page-1/#comment-4698 Aakash Wed, 13 May 2009 08:26:39 +0000 http://jimsmarketingblog.com/?p=1602#comment-4698 Well said, No one can simply denied the power of social media and it's multiplying every new day. Well said, No one can simply denied the power of social media and it’s multiplying every new day.

]]> By: Marketing Specialist - Jim Connolly http://jimsmarketingblog.com/2009/05/12/customer-service-in-the-twitter-age/comment-page-1/#comment-4697 Marketing Specialist - Jim Connolly Wed, 13 May 2009 07:49:19 +0000 http://jimsmarketingblog.com/?p=1602#comment-4697 Katie, You are right about Dell's use of social media. They really seem to 'get it.' I find it amazing that so many big companies are unaware of the impact of poor customer service. It's also odd that no one from O2 has found this post yet. Seems they are not tracking websites for reputation management. Katie,

You are right about Dell’s use of social media. They really seem to ‘get it.’

I find it amazing that so many big companies are unaware of the impact of poor customer service.

It’s also odd that no one from O2 has found this post yet. Seems they are not tracking websites for reputation management.

]]> By: Katie http://jimsmarketingblog.com/2009/05/12/customer-service-in-the-twitter-age/comment-page-1/#comment-4696 Katie Wed, 13 May 2009 06:56:28 +0000 http://jimsmarketingblog.com/?p=1602#comment-4696 That is why I love Social Media - it is about a two way conversation with a brand. One company who do seem to be on the way to 'getting it' is DELL. They offer it as a means of customer support and feedback, not just a sales vehicle. Thanks That is why I love Social Media – it is about a two way conversation with a brand.

One company who do seem to be on the way to ‘getting it’ is DELL. They offer it as a means of customer support and feedback, not just a sales vehicle.

Thanks

]]> By: Marketing Specialist - Jim Connolly http://jimsmarketingblog.com/2009/05/12/customer-service-in-the-twitter-age/comment-page-1/#comment-4692 Marketing Specialist - Jim Connolly Tue, 12 May 2009 20:53:17 +0000 http://jimsmarketingblog.com/?p=1602#comment-4692 Interesting! Within 15 minutes of posting this to the blog, I have seen people, with a combined total of around 50,000 followers already ReTweet the post. Interesting!

Within 15 minutes of posting this to the blog, I have seen people, with a combined total of around 50,000 followers already ReTweet the post.

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