Social Media Won’t Fix Your Broken Customer Service

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Social Media Won’t Fix Your Broken Customer Service

Social Media Won’t Fix Your Broken Customer Service

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  1. jacquiegum says:

    Wow! This was very enlightening for me. I have noticed a few businesses that rely so heavily on their social media (particularly Facebook) that I have begun to be annoyed by it. For example, you only get a discount if you liked their Facebook page. I was left thinking how useless that was for them. I am a long time customer and it annoyed the hell out of me!!! They are an online business and I understand that they are trying to grow through social media, but this was more of an imposition to folks like me who have been buying from the for years …so how does that help them? I'm all for bringing back good old customer service

    • Cheryl says:

      I actually had to go read this myself. My husband posted this while testing some technically issues. It is a good article. 🙂

    • I completely agree with Jacquie. It really irks me when a company makes me 'like' their FB page in order to enter a contest, which then will give them access to my list of friends, etc. I neverartcipate in those kind of bribing interactions, and it alienates me from the company rather than really encouraging me to 'like' it.

  2. patweber says:

    Ahh customer service. Even when Tom Peters cried out for companies to find it in the 1970s and 1980s, it didn't show up. I hardly think social media will fix what's been broken for so long. Thanks for that share Cheryl.

  3. Susan Cooper says:

    Aw, good old customer service… how I miss it. I remember the term when everyone was “right sizing” and “getting lean and mean”. What that really meant was lean in services, mean to the customer. Social media can’t fix that… sigh!

  4. What's written in the article is correct. Apple has, or at least had, a great strategy for customer service. They contact customers to find out if they are content. If not, they find out what they are not content with and do something to make the disgruntled customer happy. Have actually copied their idea and ask customers if they are 100% satisfied. So far they have been:-)