So, have you ever logged in to your FB account and seen a status update that said, "I'm thinking about getting highlights, what color do you think I should get?" Well, I have.
This is an example of social networking in its truest sense. I can ask 682 of my "closest" friends for help, and I readily get it! I think that using FB, and other social networking is a great way to spread information and get information, REALLY QUICKLY. For example, if I had a friend who had a horrible experience with a company's customer service, I definitely would want to know about it. I could avoid the torture from that company in the future.
I remember once when a particular company tried to rip me off for some vitamins I bought. Boy did I wish I had FB back then. That would have been on my status IMMEDIATELY.
All jokes aside, companies should really consider using social networking to improve their customer service, in order to avoid the wrath of the social 'networker'. Companies can also use online communities of their customers to troubleshoot and help each other.
I think that this is the future of CRM. Isn't it funny how social networking is taking over the world?
Final Post (Here)
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So… if you are… one of my 4 visitors… and you want to still follow my blog
posts, they won't be here.
I will continue various musings on my tumblr.com powe...
14 years ago
i had similar thoughts, jodi! it's crazy how the internet allows customer service compliments and criticisms to fly around. i also wonder if this new speed of sharing information will cause service-oriented companies (and non-service-oriented) companies to sit up and pay attention!
ReplyDeleteFacebook is definitely covering all bases. They also have Fan pages that companies can create and have people become "fans". I've seen fans actually write complaints on the Fan page wall and then the company would take down the complaint or reply directly to them. I guess there is no place for companies to hide anymore.
ReplyDeleteIt would be really interesting to see how CRM development companies are integrating social media into their ERP/CRM systems. If they could link all the usernames, they could have a by far more robust system so that they could track what you and your friends say about HairCare.
ReplyDeleteI was just searching on-line for quite a while. I was trying to find this post by another blogger. She is a mommy blogger from Utah (my home state!) and she basically got Sears in big-time trouble because her and her husband saved all this money to buy a new washer and dryer and then they broke! After only one week, and they were pissed. then Sears refused to replace them. Long story short, she blogged about it, got huge attention (national) and finally another company stepped in and said I will buy you a new one. Well, of course, Sear couldn't let this happen, so they replaced hers and then they donated the extra washers and dryers to a local homeless shelter.
ReplyDeleteCool story about the impacts of what one person can do.
Maybe your googling skills are better then mind and you can find the story.
Check this out--an article about how social networks may replace search engines. Sorry because I'm responding to your post, it will not be a pretty link http://www.coastdigital.co.uk/whats-new/blog/2010/1/28/Should-search-engines-be-nervous-about-social-networks
ReplyDelete