What if I told you that having a strong brand as a public utility would probably go pretty far?
Is it possible for a big business to do social media “well”? The key to this is to understand how businesses perform in the area of customer service, since I believe social media and customer service go hand-in-hand for businesses.
I’ve written a few bits about handling negative buzz and developing a crisis response plan when it comes to gaffs and complaints, but what about dealing with your mistakes?
Facebook rolled out a new feature to it’s Asian-based users whereby fans of a business page and initiate “private” communication threads with the page admins that do not appear in the “public” feeds.
If you think Twitter is silly, then you have fallen for the propaganda of Ashton Kutcher and Charlie Sheen and other celebrities who primarily starting using Twitter to let us know where they were partying and what food they like.
Augie Ray shares an incredible case study about how Revell Model’s customer service failing to live up to expectations based upon a recent experience of a friend.
Erik Saas just wrote a piece regarding a couple of surveys showing that consumers are highly likely to share a bad experience with their networks. This has long been reported as the case but perhaps somewhat ignored by many companies?