Comments on: Customer service and social media http://jimsmarketingblog.com/2009/06/20/customer-service-and-social-media/ Marketing advice & marketing tips for small businesses & entrepreneurs. Wed, 10 Mar 2010 07:58:26 +0000 http://wordpress.org/?v=2.9.1 hourly 1 By: Pat http://jimsmarketingblog.com/2009/06/20/customer-service-and-social-media/comment-page-1/#comment-5773 Pat Thu, 24 Sep 2009 15:48:00 +0000 http://jimsmarketingblog.com/?p=1761#comment-5773 I recently wrote a blog post about how US Airways was not paying attention to their Twitter feed or their Facebook Fan Page, and in fact, how one of their employees had written a really nasty comment to someone on Facebook. http://imamerchants.org/blog/ Last time I checked, the offensive comment their employee had written on Facebook was still there. I recently wrote a blog post about how US Airways was not paying attention to their Twitter feed or their Facebook Fan Page, and in fact, how one of their employees had written a really nasty comment to someone on Facebook.

http://imamerchants.org/blog/

Last time I checked, the offensive comment their employee had written on Facebook was still there.

]]> By: Danny Brown http://jimsmarketingblog.com/2009/06/20/customer-service-and-social-media/comment-page-1/#comment-4890 Danny Brown Thu, 25 Jun 2009 06:59:33 +0000 http://jimsmarketingblog.com/?p=1761#comment-4890 I agree, and I think that's where companies are falling down, more from monitoring as opposed to customer service (even though that's still bad). Godin should know when something's being said about him, as should tech companies and journos that are active in this space. The problem with larger brands is that they're not using alerts or monitoring tools, and possibly not even searching for their own name in organic searches. So the ones using this type of space will be aware; the others are the ones that need educating. I agree, and I think that’s where companies are falling down, more from monitoring as opposed to customer service (even though that’s still bad).

Godin should know when something’s being said about him, as should tech companies and journos that are active in this space.

The problem with larger brands is that they’re not using alerts or monitoring tools, and possibly not even searching for their own name in organic searches.

So the ones using this type of space will be aware; the others are the ones that need educating.

]]> By: Michael http://jimsmarketingblog.com/2009/06/20/customer-service-and-social-media/comment-page-1/#comment-4888 Michael Wed, 24 Jun 2009 20:58:11 +0000 http://jimsmarketingblog.com/?p=1761#comment-4888 The development of centralised anonymous call centres shifted power from consumers to corporations. The effort required to complain to a call centre supervisor had become herculean. But the development of social media such as blogs and twitter mean consumers can let the world know their feelings. Power has shifted back to the consumer! The development of centralised anonymous call centres shifted power from consumers to corporations. The effort required to complain to a call centre supervisor had become herculean.

But the development of social media such as blogs and twitter mean consumers can let the world know their feelings. Power has shifted back to the consumer!

]]> By: Jim Connolly http://jimsmarketingblog.com/2009/06/20/customer-service-and-social-media/comment-page-1/#comment-4878 Jim Connolly Tue, 23 Jun 2009 18:12:17 +0000 http://jimsmarketingblog.com/?p=1761#comment-4878 Hello Danny, You make a good point, though other brands have been able to find posts here easily enough. An example being Seth Godin, who has commented here when I've mentioned him in a post. On my <a href="http://thetechnewsblog.com" rel="nofollow">tech news blog </a> I get comments from tech companies and journalists when I write about them. I can't think of many influencers within the tech industry who have not commented on the blog at some point. I suppose my thought is that its easy enough to monitor your brand or your name, so long as you want to. Thanks Danny. Hello Danny,

You make a good point, though other brands have been able to find posts here easily enough. An example being Seth Godin, who has commented here when I’ve mentioned him in a post.

On my tech news blog I get comments from tech companies and journalists when I write about them. I can’t think of many influencers within the tech industry who have not commented on the blog at some point.

I suppose my thought is that its easy enough to monitor your brand or your name, so long as you want to.

Thanks Danny.

]]> By: Danny Brown http://jimsmarketingblog.com/2009/06/20/customer-service-and-social-media/comment-page-1/#comment-4869 Danny Brown Mon, 22 Jun 2009 17:45:43 +0000 http://jimsmarketingblog.com/?p=1761#comment-4869 I agree that social media and SEO make a powerful force. Mind you, if you'd used your meta description and header to say why you're writing about O2 (poor customer service), it might make O2 take notice more ;-) Check Logan Movers Toronto on Google for an example. Cheers Jim! I agree that social media and SEO make a powerful force.

Mind you, if you’d used your meta description and header to say why you’re writing about O2 (poor customer service), it might make O2 take notice more ;-)

Check Logan Movers Toronto on Google for an example.

Cheers Jim!

]]> By: Marketing Specialist - Jim Connolly http://jimsmarketingblog.com/2009/06/20/customer-service-and-social-media/comment-page-1/#comment-4860 Marketing Specialist - Jim Connolly Sun, 21 Jun 2009 12:55:20 +0000 http://jimsmarketingblog.com/?p=1761#comment-4860 Hello Ed, I just checked and it seems this post and the previous one are both currently on page one of google for that term. I'm guessing the reason the posts went to page one so fast is because of two things. Firstly, this blog as around 18,000 inbound links - none from directories, all from 'real' sites / blogs. Some are from very highly respected websites and blogs, which carry a lot of weight. Secondly, the phrase "customer service" is relevant to my blog, as I am a keen advocate of world-class customer service and mention it regularly. I also SEO title tags using the 'AllInOneSEO' plugin for wordpress. Hello Ed,

I just checked and it seems this post and the previous one are both currently on page one of google for that term.

I’m guessing the reason the posts went to page one so fast is because of two things.

Firstly, this blog as around 18,000 inbound links – none from directories, all from ‘real’ sites / blogs. Some are from very highly respected websites and blogs, which carry a lot of weight.

Secondly, the phrase “customer service” is relevant to my blog, as I am a keen advocate of world-class customer service and mention it regularly.

I also SEO title tags using the ‘AllInOneSEO’ plugin for wordpress.

]]> By: Ed Raven http://jimsmarketingblog.com/2009/06/20/customer-service-and-social-media/comment-page-1/#comment-4859 Ed Raven Sun, 21 Jun 2009 12:51:40 +0000 http://jimsmarketingblog.com/?p=1761#comment-4859 Jim. You are now on page one of google for "02 customer service." How come your blog scores so high and so quickly. This post was only posted yesterday??!!?? Jim.
You are now on page one of google for “02 customer service.”

How come your blog scores so high and so quickly. This post was only posted yesterday??!!??

]]> By: Marketing Specialist - Jim Connolly http://jimsmarketingblog.com/2009/06/20/customer-service-and-social-media/comment-page-1/#comment-4855 Marketing Specialist - Jim Connolly Sat, 20 Jun 2009 20:36:03 +0000 http://jimsmarketingblog.com/?p=1761#comment-4855 Mark, I agree. I just posted to FriendFeed, asking if anyone recommended the Disqus service. Within an hour, the Disqus team had found my comment and replied to it. Other companies could learn from the Disqus team. There's software out there, which makes it really easy to monitor your brand / company name. There's no excuse to miss out on social media opportunities. Props to Disqus! Mark,

I agree. I just posted to FriendFeed, asking if anyone recommended the Disqus service. Within an hour, the Disqus team had found my comment and replied to it.

Other companies could learn from the Disqus team.

There’s software out there, which makes it really easy to monitor your brand / company name. There’s no excuse to miss out on social media opportunities.

Props to Disqus!

]]> By: Mark Mayhew http://jimsmarketingblog.com/2009/06/20/customer-service-and-social-media/comment-page-1/#comment-4853 Mark Mayhew Sat, 20 Jun 2009 19:22:43 +0000 http://jimsmarketingblog.com/?p=1761#comment-4853 good post, I don't understand why only a very few companies use Twitter/social media to provide customer service. good post, I don’t understand why only a very few companies use Twitter/social media to provide customer service.

]]> By: Volker http://jimsmarketingblog.com/2009/06/20/customer-service-and-social-media/comment-page-1/#comment-4851 Volker Sat, 20 Jun 2009 15:21:33 +0000 http://jimsmarketingblog.com/?p=1761#comment-4851 Great article. Just finished praising BT with their attitude on twitter. Love it! http://www.volkerballueder.com/bt-british-telecom-customer-service/ Brands MUST embrace social media, monitor and respond to it. I wrote about fitness first a while back and never got a response. However, hits increased and people found the blog using keywords like "fitness first" - sure they saw it but didn't know how to respond to it. Great article. Just finished praising BT with their attitude on twitter. Love it!

http://www.volkerballueder.com/bt-british-telecom-customer-service/

Brands MUST embrace social media, monitor and respond to it.

I wrote about fitness first a while back and never got a response. However, hits increased and people found the blog using keywords like “fitness first” – sure they saw it but didn’t know how to respond to it.

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