Customer service and social media

This is a quick update to a recent post.

I wrote here last month, about the added importance of customer service these days – because of the growth of social media and the massive reach this now gives your customers.  My blog post detailed the poor experience I had with o2 customer service – my mobile / cell phone provider.

I explained how a disgruntled customer today has access to thousands, maybe hundreds of thousands of people, via social media tools like; blogs, Twitter, FriendFeed, FaceBook etc.  Just a few years ago, an unhappy customer typically had very little influence or reach. The power was all with the provider – but that’s all changed now!

Update

Since writing that post, I started noticing lots of people arriving here from Google, after searching for the term “o2 customer service.” At the time of writing this, my o2 post appears on page 2 of Google for that search term!

I have no idea how many people have since read about my experience, but it certainly shows the influence consumers have right now and why great customer service is more important than ever.

I would like to give o2 the chance to respond, but I have heard nothing from them since publishing the original post.