Yes, listening to customers is great. Social media sites are fabulous for facilitating customer dialogue. I even believe that complaints are a gift. But I also know perverse incentives and unintended consequences when I see them. I see them oozing into and out of the emergent — and increasingly co-dependent — customer service eco-systems of Twitter, Facebook, YouTube, Yelp and corporate contact centers.
A Better Way to Handle Publicly Tweeted Complaints
Yes, listening to customers is great. Social media sites are fabulous for facilitating customer dialogue. I even believe that complaints are a gift. But I also know perverse incentives and unintended consequences when I see them. I see them oozing into and out of the emergent — and increasingly co-dependent — customer service eco-systems of […]
November 21, 2011