Powerful Customer Service and Social Networking
You really should read the SanDisk story on Chris Brogan’s blog. Go ahead, I’ll wait.
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When I read that story, I was blown away by the power of social networking. A customer had complained about a product on Twitter, so hundreds would read the complaint and most companies would not have even noticed. Because Rachel was plugged in to the social web and acted quickly to address the complaint, thousands have heard the story, and thousands more will hear it in the days to come, because it is spreading.
The sad part (or maybe not) is that Rachel lost her job with SanDisk. However because of her willingness to help and social media savvy, she now has a public recommendation on a popular blog. I wouldn’t be surprised if she’s been hired already.
If you do business in the online world, it’s important to make the first step when it comes to customer service. You can’t just deal with the people who contact you… you have to engage the discussion about your product or service where it matters: on the social web.
Tags: customer service, social
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