Corporate Blog

October 2009 - Posts

  • Free Your Customers from the Labyrinth of Customer Service with Social Media, Part II
    Yesterday, we pondered if it's time for companies to invest in a social media strategy. Now thanks to the Internet and sites like YouTube, more and more customers are making vengeance theirs with just a click. No more lines. No more phone trees. No more complaining to only 20 people about lousy customer service. In an instant customers can broadcast their complaints to 100's or even 1000's of people and there's very little that companies can throw in their way to keep them from taking a digital hammer to their corporate reputations. Basically, customers have figured out how avoid the Labyrinth of customer service by using the Internet to go around you instead of to you to complain.

    So if customers can now complain so instantly and so publicly, you would think corporations would be ramping up their customer service and support to instantly answer every tweet, blog post and online video, right? Well, the customer centric companies are working hard to adapt to new consumer channels. But the customer antagonistic companies, not so much.
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  • Permalink: Friday, October 02, 2009 1:59 PM
    Posted by Dovetail Software | 0 Comments
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  • Dovetail Links 2009-10-01
    Seven Ways Companies Go Wrong with SOA....Are You Customer Centric or Just Pretending?...Customer Service Week 2009....Customer Service Week: What Makes Great Service?...Plan Now For Customer Service Week....
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  • Permalink: Thursday, October 01, 2009 4:12 PM
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  • Free Your Customers from the Labyrinth of Customer Service with Social Media, Part I
    Before the Internet and YouTube existed, angry customers had to be angry enough to keep fighting to have their problem fixed, despite all the obstacles in their way. If traffic on the way to the payment center didn't cool an aggrieved customer, then the waiting in line did. Then there was the hassle of calling customer service and figuring out the Labyrinth of phone trees only to face a Minotaur of a customer service rep at the end.

    All of these obstacles, it seems, were created so only the truly angry could get satisfaction. If you're weren't devoted and passionate enough to the point of gnashing your teeth and rending your garments, then phone trees worked like an anger management technique -- if forced the customer to count to ten (more like ten thousand) and calm down.
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  • Permalink: Thursday, October 01, 2009 1:52 PM
    Posted by Dovetail Software | 0 Comments
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