Comments on: Of Stars & Schmoes: The Mandate to Synch Social Media & Customer Service

By: Some (More) Thoughts on Content Marketing Strategy

Some (More) Thoughts on Content Marketing Strategy — Mon, 22 Jun 2009 07:34:53 +0000

[...] There’s absolutely a business case for using social media as a customer service response channel. But again, it depends on the company. [...]

By: Some (More) Thoughts on Content Marketing Strategy | Social Media Explorer

Some (More) Thoughts on Content Marketing Strategy | Social Media Explorer — Wed, 17 Jun 2009 10:01:13 +0000

[...] There’s absolutely a business case for using social media as a customer service response channel. But again, it depends on the company. [...]

By: Bonnie

Bonnie — Wed, 27 May 2009 18:17:31 +0000

Our company is just learning how to use Twitter. As a newbie, my take on companies that manage customer service this way are being reactive vs proactive. By the time a complaint hits Twitter, you are missing the Customer Service boat.

By: hailayates (Haila Yates)

hailayates (Haila Yates) — Sun, 24 May 2009 19:00:09 +0000

Twitter Comment

Reading [link to post] and thinking it'll be tricky to "Synch Social Media & Customer Service." Tips?

- Posted using Chat Catcher

By: Does Your Organization Have Multiple Personalities? | davefleet.com

Does Your Organization Have Multiple Personalities? | davefleet.com — Thu, 21 May 2009 12:28:40 +0000

[...] about the customers who experience this disconnect? As Todd Defren notes, the response is likely to be something along the lines of: “Treat me like a STAR one day, [...]

By: 1-800-Twitter « Travel into a PR World

1-800-Twitter « Travel into a PR World — Mon, 18 May 2009 19:33:25 +0000

[...] to Todd Defren of Shift Communications, customers have started to get “accustomed to Red Carpet Service” through the evolution [...]

By: Katybeth

Katybeth — Sun, 17 May 2009 06:15:26 +0000

I sent your post to PetSmart who is tweeting with a vengeance but has terrible service in Chicago. PetSmart sent me a DM and asked what the real problem was, I explained and they suggested I talk to the store manager–which is where all my problems began. MMM–I think I will just buy on-line.

By: Social media and customer service | Business is Personal

Social media and customer service | Business is Personal — Sat, 16 May 2009 13:27:01 +0000

[...] when you read Todd’s comments about integrating social media into your customer service infrastructure, be sure to check out that comment at the bottom from [...]

By: Life Imitates Blog « PR-Squared

Life Imitates Blog « PR-Squared — Fri, 15 May 2009 17:21:42 +0000

[...] past Monday I wrote one of this blog’s more popular posts, on The Mandate to Synch Social Media and Customer Service. In essence I argued that Twitter users were more likely to get good service than the Average [...]

By: Mitch Lieberman

Mitch Lieberman — Thu, 14 May 2009 22:25:42 +0000

Unfortunately, this is a fundamental issue at the core of CustSrv via social media of any sort. I am not convinced that the follower number is the core issue, but the reach is (anyone can use a hashtag and gain reach quickly).

I have posted that SocMed (twitter in particular) causes bad CRM practices, because is encourages a company to help the most vocal, not the necessarily the most in need. Any strategy that a company embarks on needs to scale, and answering on Twitter, simply does not scale by current standards – so, change the standards – switch the budget from PR and Adverts to Cust Srv and then it may scale.

To throw another fun discussion into the mix, there is a question of whether Twitter is even a channel (I am undecided, you can chime in at #scrm to voice an opinion). The reason is that Twitter is simply the notification mechanism, but quickly taken off of Twitter – oh, until resolution when people sing the praises.

Looking forward to continuing the discussion in Burlington, VT in early June