Can we improve customer service and set a realistic expectation with Social Media?

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.

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BY: Tarah Cammett (12/10/2021 3:13 PM)
COMMENT: Fantastic post Dave. Oddly enough today we were able to put out webinar mishap (a particular registrant couldn't find his password) via Twitter. We were alerted immediately and sorted the issue straight away. However agreed, if that happens on a large scale, upkeep would be impossible. Double edge sword of appreciating the transparency and being efficient enough to keep up.

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