Via Scoop.it – Intuitive Business
Beware the wrath of the Facebook crank. Several major retailers are simply ignoring customer service complaints via social networks, at their own peril.
By Gary M. How many companies are approaching social media half-heartedly – either by outsourcing the topic completely, or by not assigning enough attention and resources? Social media is not an ‘add-on’ to existing processes and channels, but rather should become an integral part of these business areas. It is not just about dealing with a few comments on Facebook or Twitter. To get the real benefit, these tools need to be integrated into the business process – and the processes themselves will need to be redesigned. As a customer, why go through the trouble to try and reach a live person in a call center when you can spill your anger on Twitter or Facebook? As a company, why not do some active damage control not just over phone and email but via these technologies?