6 / 07 / 2009Customer service recovery via Twitter

Here is a Twitter conversation between a restaurant owner and a woman who had visited their establishment…It speaks for itself…

Conclusion?

Monitoring social media pays off if you are humble and transparent enough to be able to engage in conversations with disappointed customers

I like this real life example because it shows how, beyond social media tools, good customer service requires more than tools, it starts with the willingness to go all the way to say “I am sorry, how can we make it up to you?” if a company has to…

From the Trustworthy blog‘s ‘Undo Button‘ post (via Liana Evans’ article on Customer Service in Social Media in Search Engine Watch, July 2nd, 2009)

30 / 10 / 2008Happy UGC Halloween!

I could not resist it when I read Erik Qualman’s title Trick or Tweet for CNN on SearchEngineWatch.com today’s columns! Too easy! Got my Halloween title and UGC story: 2 for 1! And a scary mix 😉

To make it short. Erik actually relates how twittering or micro-blogging allows CNN anchor Rick Sanchez to have a relationship with 30,000 people, telling them:

“let me know wht’s hot our there tomorrow. any ideas, shoot’em to me. we gather round 830. i like unexpected, rule breaker.”

And how does the story end?

“So Sanchez and his producer started asking for their 30,000 followers about what their thoughts were on various subjects and put it up on the general scrolling byline. This was brilliant as it added content to the show and also encouraged the 30,000 to see if their comment made the show! […] that’s how he makes a connection with them that can translate to other media.”

I know you’re probably thinking at least 2 things now:

1)Thanks for the story but Boutin from WIRED magazine said that already, Twitter is the new rule of the game so, exit all the rest. It’s clear.” I’d answer: B.S. Yes this success story is a Twitter-based one, but I totally disagree that all the rest is out (along with blogging friends here and there and all the ones they quote),

and

2) “Nice story but it’s been done before…media audience’s input is good old recipe”……but scaling is what matters in this story…the kind of one-to-one communication style applied to mass scale broadcasting, all this combined in such instant-2-way communication between so many people IS the incredible potential of social media – not just twittering per se – and is yet to be f-u-l-l-y explored and mastered by both traditional and online medias…

For we all praise and only hear of the wonder stories…all done and great…easy to tell afterwards…but with so many UGC possibilities then, how come so few success stories are being told?

Because the daunting task of successfully sequencing the 3 UGC stages of generating, managing and leveraging it still remains, and can be disguised by elegant storytelling as anything conspicuous but certainly not as a solved mystery…

To read more on Qualman (SEM Expert and Global VP at EF Education) and social media, check out Eric Friedman’s interview with him at this summer’s Search Engine Strategies Conference, SES 2008, in San Jose, CA.

Happy UGC Halloween folks! 🙂

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