How Customer Service now Plays Out on Social

2018-06-20 9:06
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by Tim Hughes | @Timothy_Hughes | LinkedIn

The World Cup is one of the biggest (if not the biggest) sporting event in the world

In Australia the company that provided the streaming of the events had some problems providing the service. So where did people go to complain? Social Media of course. It has now become the place where we all go and complain and praise brands.

Nobody is surprised with that, or you shouldn’t be. Except that in Australia the Prime Minister stepped in and tweeted he had spoken to the CEO of the Australian company. Then that brand (the CEO didn’t have a Twitter address) apologised on Twitter.

None of this is very surprising to me anyway. We all do it and with 80% of the internet enabled world on Social it is only going to get bigger and bigger.

Now most brands by now have got this, if not you are way behind. It’s usually tucked away within an omichannel customer experience strategy. Where customers can contact the company over telephone, social, etc, etc.

But, let’s think about this a second. Just think of the brand damage to both sales and marketing? Think about the fact that the CEO had no social media presence of his or her.

Now I’m sure that the steaming rights were a priority for the CEO, being spoken to by the Prime Minister was a priority. I wonder if the CEO sees Social as a priority within their customer experience project and in fact as a strategy across the business, linking sales, marketing, customer service, HR etc.

People who read this post also read these:

http://www.social-experts.net/the-pen-is-mightier-than-the-sword/

http://www.social-experts.net/are-you-still-a-paper-based-seller/

http://www.social-experts.net/social-media-and-its-impact-on-retail/

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Organically grow the holistic world view of disruptive innovation via empowerment.
OUR LOCATIONSWhere to find us
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GET IN TOUCHAvantage Social links
Taking seamless key performance indicators offline to maximise the long tail.

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