Comments on: No Amount of Social Media Overcomes Bad Customer Experience http://adamhcohen.com/no-amount-of-social-media-overcomes-bad-customer-experience interactive marketing and social media Thu, 01 Dec 2011 18:20:00 +0000 hourly 1 http://wordpress.org/?v=3.2.1 By: The $567 Status Update from Red Square. A Case Study in Social Media and Customer Service | DIALOGUE: Social Media Education, Training and Advisory Services http://adamhcohen.com/no-amount-of-social-media-overcomes-bad-customer-experience/comment-page-1/#comment-5840 The $567 Status Update from Red Square. A Case Study in Social Media and Customer Service | DIALOGUE: Social Media Education, Training and Advisory Services Thu, 16 Dec 2010 04:38:24 +0000 http://adamhcohen.com/?p=933#comment-5840 [...] this process, I found out the following things. My friend Adam Cohen had an eerily similar experience., and got hit with a $6,000+ bill. Another friend returned from Switzerland with a $582 bill, [...] [...] this process, I found out the following things. My friend Adam Cohen had an eerily similar experience., and got hit with a $6,000+ bill. Another friend returned from Switzerland with a $582 bill, [...]

]]> By: adamcohen http://adamhcohen.com/no-amount-of-social-media-overcomes-bad-customer-experience/comment-page-1/#comment-4991 adamcohen Fri, 11 Dec 2009 07:26:39 +0000 http://adamhcohen.com/?p=933#comment-4991 I like your point about the social bandwagon and unmanaged expectations. I think this could be the topic of another post - once companies start down the path it's hard to turn back. Customer expectations rise, employee expectations rise, and communities are connected and enabled in ways they weren't before and can't be ignored. I like your point about the social bandwagon and unmanaged expectations. I think this could be the topic of another post – once companies start down the path it's hard to turn back. Customer expectations rise, employee expectations rise, and communities are connected and enabled in ways they weren't before and can't be ignored.

]]> By: Rachel Happe http://adamhcohen.com/no-amount-of-social-media-overcomes-bad-customer-experience/comment-page-1/#comment-4989 Rachel Happe Fri, 11 Dec 2009 03:58:05 +0000 http://adamhcohen.com/?p=933#comment-4989 I completely agree... and actually I think companies like AT&T are abusing my "expectations - really = satisfaction" rule. By getting into social innocuously by starting a Twitter account, a Facebook page, etc... they are creating the expectation that they are listening and they care. But if the operational processes have not kept up, they end up hitting a brick wall with customers even faster than they otherwise would and Adam's example of this is a great one. <br><br>The funny thing to watch is so many companies are jumping on the social bandwagon... which is sort of committing themselves to a path that leads to major disruption... and they don't even often realize it. I think there will be a lot of friction over the next 5-10 years as companies realize what they've gotten themselves into. I completely agree… and actually I think companies like AT&T are abusing my “expectations – really = satisfaction” rule. By getting into social innocuously by starting a Twitter account, a Facebook page, etc… they are creating the expectation that they are listening and they care. But if the operational processes have not kept up, they end up hitting a brick wall with customers even faster than they otherwise would and Adam's example of this is a great one.

The funny thing to watch is so many companies are jumping on the social bandwagon… which is sort of committing themselves to a path that leads to major disruption… and they don't even often realize it. I think there will be a lot of friction over the next 5-10 years as companies realize what they've gotten themselves into.

]]> By: adamcohen http://adamhcohen.com/no-amount-of-social-media-overcomes-bad-customer-experience/comment-page-1/#comment-4887 adamcohen Fri, 11 Dec 2009 03:26:39 +0000 http://adamhcohen.com/?p=933#comment-4887 I like your point about the social bandwagon and unmanaged expectations. I think this could be the topic of another post - once companies start down the path it's hard to turn back. Customer expectations rise, employee expectations rise, and communities are connected and enabled in ways they weren't before and can't be ignored. I like your point about the social bandwagon and unmanaged expectations. I think this could be the topic of another post – once companies start down the path it's hard to turn back. Customer expectations rise, employee expectations rise, and communities are connected and enabled in ways they weren't before and can't be ignored.

]]> By: Rachel Happe http://adamhcohen.com/no-amount-of-social-media-overcomes-bad-customer-experience/comment-page-1/#comment-4886 Rachel Happe Thu, 10 Dec 2009 23:58:05 +0000 http://adamhcohen.com/?p=933#comment-4886 I completely agree... and actually I think companies like AT&T are abusing my "expectations - really = satisfaction" rule. By getting into social innocuously by starting a Twitter account, a Facebook page, etc... they are creating the expectation that they are listening and they care. But if the operational processes have not kept up, they end up hitting a brick wall with customers even faster than they otherwise would and Adam's example of this is a great one. <br><br>The funny thing to watch is so many companies are jumping on the social bandwagon... which is sort of committing themselves to a path that leads to major disruption... and they don't even often realize it. I think there will be a lot of friction over the next 5-10 years as companies realize what they've gotten themselves into. I completely agree… and actually I think companies like AT&T are abusing my “expectations – really = satisfaction” rule. By getting into social innocuously by starting a Twitter account, a Facebook page, etc… they are creating the expectation that they are listening and they care. But if the operational processes have not kept up, they end up hitting a brick wall with customers even faster than they otherwise would and Adam's example of this is a great one.

The funny thing to watch is so many companies are jumping on the social bandwagon… which is sort of committing themselves to a path that leads to major disruption… and they don't even often realize it. I think there will be a lot of friction over the next 5-10 years as companies realize what they've gotten themselves into.

]]> By: Heather Strout http://adamhcohen.com/no-amount-of-social-media-overcomes-bad-customer-experience/comment-page-1/#comment-4885 Heather Strout Thu, 10 Dec 2009 16:14:32 +0000 http://adamhcohen.com/?p=933#comment-4885 I have been thinking about Social Marketing and Social tools for a while. Particularly as the use of these tools skyrockets. Does Social Marketing really make a company social, and by social, I mean, is the company taking advantage of interactions and communications beyond traditional hierarchical communications? I think marketers are pushing social communication and social design beyond the traditional marketing walls but we still have a long way to go before many companies can actually call themselves social. While this social corporation concept isn't new, the prolific use of it is and I believe we have a few years before many companies completely understand and embrace the value of being truly social. I have been thinking about Social Marketing and Social tools for a while. Particularly as the use of these tools skyrockets. Does Social Marketing really make a company social, and by social, I mean, is the company taking advantage of interactions and communications beyond traditional hierarchical communications? I think marketers are pushing social communication and social design beyond the traditional marketing walls but we still have a long way to go before many companies can actually call themselves social. While this social corporation concept isn't new, the prolific use of it is and I believe we have a few years before many companies completely understand and embrace the value of being truly social.

]]> By: Internet Strategy, Marketing & Technology Links – Dec 9, 2009 | Sazbean http://adamhcohen.com/no-amount-of-social-media-overcomes-bad-customer-experience/comment-page-1/#comment-4880 Internet Strategy, Marketing & Technology Links – Dec 9, 2009 | Sazbean Wed, 09 Dec 2009 13:32:32 +0000 http://adamhcohen.com/?p=933#comment-4880 [...] No Amount of Social Media Overcomes Bad Customer Experience (a thousand cuts) [...] [...] No Amount of Social Media Overcomes Bad Customer Experience (a thousand cuts) [...]

]]> By: adamcohen http://adamhcohen.com/no-amount-of-social-media-overcomes-bad-customer-experience/comment-page-1/#comment-4877 adamcohen Tue, 08 Dec 2009 18:37:08 +0000 http://adamhcohen.com/?p=933#comment-4877 Thanks Craig, you make some great points. The roaming fees were international, do doubt. And I was willing to pay for upgraded plans (you can buy packages of 100MB-200MB at a time, around $100 for 100MB). But in this case, it was way over. <br><br>In terms of the recorded conversations - at no time was it disputed that I called in advance to change my voice, Blackberry data and broadband data plans. It was clear those were added to my account., but the safeguard wasn't anywhere close enough to cover what transpired.<br><br>Great thoughts on the future of social and tying to CRM. I have already started working with clients to infuse social in the CRM strategy, but the hardest part (so far) seems to be adjusting approaches with new inputs rather than a just a one-way communication plan. The level of influence is key, and most companies who run a help desk do have "elite" teams who handle the most sensitive customer situations. Not sure this qualified, or that AT&T's social media support team is structured as such yet. We'll see. Thanks again for the thoughts. Thanks Craig, you make some great points. The roaming fees were international, do doubt. And I was willing to pay for upgraded plans (you can buy packages of 100MB-200MB at a time, around $100 for 100MB). But in this case, it was way over.

In terms of the recorded conversations – at no time was it disputed that I called in advance to change my voice, Blackberry data and broadband data plans. It was clear those were added to my account., but the safeguard wasn't anywhere close enough to cover what transpired.

Great thoughts on the future of social and tying to CRM. I have already started working with clients to infuse social in the CRM strategy, but the hardest part (so far) seems to be adjusting approaches with new inputs rather than a just a one-way communication plan. The level of influence is key, and most companies who run a help desk do have “elite” teams who handle the most sensitive customer situations. Not sure this qualified, or that AT&T's social media support team is structured as such yet. We'll see. Thanks again for the thoughts.

]]> By: adamcohen http://adamhcohen.com/no-amount-of-social-media-overcomes-bad-customer-experience/comment-page-1/#comment-4878 adamcohen Tue, 08 Dec 2009 18:32:24 +0000 http://adamhcohen.com/?p=933#comment-4878 I wouldn't expect businesses are savvy enough yet with CRM (as Craig points out) to on-the-fly be able to identify the level of influence someone has online. I also thing that can be misleading. Rather, I would think creating a positive, "wow" experience for each customer through a rational approach to resolving service issues would prevail. In this case it didn't, and they lost a long time customer and previous fan as a result. One day I'd love to pull the "Don't you know who I am?" card, but despite working in this industry that's way off :) I wouldn't expect businesses are savvy enough yet with CRM (as Craig points out) to on-the-fly be able to identify the level of influence someone has online. I also thing that can be misleading. Rather, I would think creating a positive, “wow” experience for each customer through a rational approach to resolving service issues would prevail. In this case it didn't, and they lost a long time customer and previous fan as a result. One day I'd love to pull the “Don't you know who I am?” card, but despite working in this industry that's way off :)

]]> By: jeff_green http://adamhcohen.com/no-amount-of-social-media-overcomes-bad-customer-experience/comment-page-1/#comment-4876 jeff_green Tue, 08 Dec 2009 05:43:39 +0000 http://adamhcohen.com/?p=933#comment-4876 Adam, thanks for sharing that horrible experience. What's most interesting to me is that this happened to a social media professional. It shouldn't make a difference...meaning, treat all customers right and focus on retention...but what a difference it makes as the story gets out. Adam, thanks for sharing that horrible experience. What's most interesting to me is that this happened to a social media professional. It shouldn't make a difference…meaning, treat all customers right and focus on retention…but what a difference it makes as the story gets out.

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