Awareness

Featured Category Post

Is there too much "me" in "social media"?

One of the fears big companies have with Social Media is that they will set expectations too high.  Give an immediate response, and the customer will begin to expect it.  I'm all for giving crappy customer service a kick in the pants, but this recent social media high-five that's being broadcast across Twitter that is a little disturbing to me.

JetBlue Twitterer Gets Customer a Wheelchair

In case you don't want to click the link, here is a synopsis.

a woman writes...

"@jetblue, I need a wheelchair!". 

the JetBlue person immediately texts back...

"Are you in an airport? shoot me a DM and let me see if I can help"

OK, first.  Excellent for JetBlue for getting on it.  Great customer service should be applauded.  But is this sustainable?  Someone had to read and respond, and other than avoiding being on hold, will this be staffed any better than their customer service on the phone?  A great outcome would have been if another citizen had chipped in to help too.  If thats the case than Iwould like to say ...

@starbucks "Latte's are too expensive"
@ImmigrationCanada whats with the freaking long lines for a passport
@IBM @Microsoft @Apple @anysoftwareonmycomputer.. stop freezing up
@haircut lady - I SAID NO GEL!

Right now, although those of us who work in social media think its a big audience, Twitter is somewhere between 1-2 million users (correct me if I am way off).  Unfortunately there are 1.5 billion internet users in the world, and well over 2 billion people with mobile phones. Lets say this catches on. If each and every person starts to believe they can simply shout something and get an answer from the company, I think we are heading for a fall.

I love this video "Everything is amazing, nobody is happy". 

What am I saying?



  • Brands/Companies -  you can do a better job and leverage social media to get closer to your customers, respond quicker, AND help customer help each other.  "Better" will depend on the company, the price of the product, the quality, the loyalty of their customers... etc

  • Brands/Companies -  bad news - crappy customer service will be broadcasted to the public in realtime

  • Brands/Companies -  good new - great customer service will be broadcasted to the public in realtime

  • People of the Planet Earth - Expect better, but reward good customer service.  Don't be a hater the second it doesn't go your way.

  • People of the Planet Earth - Help when you can.  Thats why its called "social" media. There is not nor will their ever be a customer service person dedicated for your use only. 
Yes indivuals weild more power than we did.  Lets not abuse it.


more »
  • Comments (1)
  • Print

Recent Posts

I thought I would take a minute to write just a plain old marketers view of how social media is impacting how I market. Because it is impacting what I do and for those folks not yet engaged in all of...
more »
  • Comments (0)
  • Print
Is there too much "me" in "social media"?One of the fears big companies have with Social Media is that they will set expectations too high. Give an immediate response, and the customer will begin to...
more »
  • Comments (1)
  • Print
I was reading Brandweek and there was a brief article on a survey completed by IDC, IDC: Social Networking Traffic Up as Ads Fall Flat. The survey states that almost 60% of the US population, not 60%...
more »
  • Comments (0)
  • Print
runs 12 / 13 / 2008 until 12 / 13 / 2008
Do you want to learn how to leverage social media to improve your marketing? If so join us on January 13th as Paul Gillin, renowned author and technology journalist, introduces the most popular appli...
more »
  • Comments (0)
  • Print
I've been using Twitter for a while. I like it, but am not completely obsessive about it. Frankly with some of the stuff I see flying through my list of followers, I wonder how they get actual work d...
more »
  • Comments (10)
  • Print
We're facing an economic crises of historic proportions, and if your marketing budget hasn't been cut yet it almost certainly will be. Marketers everywhere are scrambling to figure out how to do more...
more »
  • Comments (0)
  • Print
We just held a webinar with the good folks at Kodak about their experiences with social media. The content, tone, and style of the webinar were great but we had tons of issues with the audio portion o...
more »
  • Comments (2)
  • Print

Webinar: Why social media is your best marketing strategy in a recession

We're hosting a webinar on December 10th with Forrester's Josh Bernoff discussing how to best invest your social media marketing budget in a recession...
more »

    » Follow Us

    Photo Gallery

    RSS Feeds