Comments on: You can Twitter, but will the CEO hear you?

By: uberVU - social comments

uberVU - social comments — Tue, 17 Nov 2009 11:06:17 +0000

Social comments and analytics for this post…

This post was mentioned on Twitter by majorworks: RT @JoanLittleton: You can Twitter, but will the CEO hear you? http://bit.ly/1j0gND…

By: Anand Chopra

Anand Chopra — Thu, 25 Jun 2009 18:01:11 +0000

Michael – nicely done and to one of your final points, our industry (CRM, e-service, customer service, etc.) has failed to “close the loop.” Esteban has written much about EFM prodding companies to stand out from the crowd by closing this loop. Your example of how technicians and companies have treated consumers for years and years rings true for us all…but your question of how the new social media applications change this is easily answered – they don’t.

Period.

They (Twitter, Facebook, etc.) are just another channel. Unfortunately, if we haven’t closed the loop on the channels that have been available for the last 10+ years – it’s very difficult to see how things will be any different for the new channels…

By: Haim Toeg

Haim Toeg — Thu, 25 Jun 2009 15:48:06 +0000

Excellent post – my conclusion from many years managing technical support people is that they will treat the customer as well as they are perceived to be treated buy the company. Disgruntled, poorly paid, badly measured and compensated employees will never provide excellent service.

By: Debi Kleiman

Debi Kleiman — Thu, 25 Jun 2009 15:31:18 +0000

Great post Michael! We recently did some research into this topic – how the C-suite perception of life, particularly in this economic context, compares to that of Main Street. It’s pretty interesting to see the disconnect. I’d love to hear what you think of this. You can see the report here: http://www.communispace.com/research/trends-insights/

As marketers, we want to believe that because we’re also consumers, we share many of the same needs and wishes as those who buy and use our products, or at least are in touch with them. And if insight and empathy are important in the best of times, they are critical in periods of economic hardship when our customer connections are most at risk. The study summarized in this report is intended to help you—CMOs, CEOs, and Brand Managers—understand where your lives, experiences, values, concerns, and aspirations do and don’t intersect with those of your customers. We think you’ll be intrigued by some of our findings, and validated by others. But most importantly, we hope that you’ll find the common ground on which you and your customers can undertake the joint effort of rebuilding fresher and stronger relationships.

Thanks again Michael for asking the key questions that challenge us to be better and for providing such great insight.
Debi

By: Esteban Kolsky

Esteban Kolsky — Thu, 25 Jun 2009 02:41:43 +0000

Michael,

Great post – and a good story to highlight what we have been saying for a long time — it is not the shiny new object that gets things done differently. It is no more than the latest slight of hand to hide the bad that remains in place.

Twitter, Facebook, etc. won’t fix what ails customer service – we need a bottom up approach to fixing it. if your tech, which i had working here in reno last month amazingly enough, changes the attitude and commitment, then the rest of the changes will fall into place.

A lot of companies tried to fake good customer service when this downturn started, and i wrote about how it will cease. guess what? we are starting to see the return of the bad service because the same people who did not care before are there now.

this won’t change unless we change from the bottom up.

thanks for a great post

By: Nigel Walsh

Nigel Walsh — Wed, 24 Jun 2009 20:11:34 +0000

Michael, at least you can see the funny side of this. I don’t know how so many companies fail at the simple process level. What ever happened to think like a customer! live our journey!

You will also be pleased to know its not exclusive to the US. I remember when I last had satellite installed here in the UK after a home move, the guy came along put the new dish up and the box under my telly – when I asked how they were connected he said someone else had to come along and connect the two and put the cable there – it “wasn’t his job”.

When I asked him to remove both, he kindly as a ‘goodwill’ gesture used the same ladder that he had put the dish up with, ran a cable and connected. But I was through, soon after I cancelled and have not been a customer since…