Comments on: Why are people continuously forgetting customer service

By: Scott Wilder

Scott Wilder — Thu, 04 Jun 2009 19:32:46 +0000

Great thoughts. Not only is this a customer facing problem but also from a development perspective, where product managers often forget to work closely on building ‘Social’ into their offerings. The ‘wisdom of the crowds’ can usually answer a customer’s question better than most employees…

By: francois

francois — Mon, 03 Nov 2008 23:27:10 +0000

Hi Bob – point well taken. I was out for three weeks, including 10 days back in Belgium with my dad who went through a pretty big and dangerous operation.

So I like to believe that I had a legitimate excuse – although it was just an excuse

Thanks for taking the time to comment on my blog – now returning to best practices in “social media customer service”

By: Bob Sacamano

Bob Sacamano — Mon, 03 Nov 2008 11:53:24 +0000

.. and I would also count reading & moderating your own blog comments as “social media customer service”.

A bit like a pot calling the kettle black, eh?

LOL

By: Bob Sacamano

Bob Sacamano — Tue, 28 Oct 2008 13:28:02 +0000

What about support forums? I know they’re old school but surely they count. Many large companies have communities that focus on troubleshooting.

By the way – did you interview people from the marketing department only, or did you also meet people from the Care / Support / Service departments?

I have a feeling most marketing heads are not even aware of any social media activities that are not paid from their own budgets, even if they are created in the same company.

By: Damon Billian

Damon Billian — Wed, 22 Oct 2008 14:53:33 +0000

“customer service may be your best avenue”

No, you’re not missing anything. All of the attention is paid to marketing, unfortunately.