It doesn’t matter the shade of lipstick on the pig – nobody wants to kiss it. The same goes for companies with a stellar social facade backed by the same bureaucratic nightmare that is the customer service department of many a massive corporation. Some brands (Taco Bell and Skittles spring to mind) seem to have the “conversational and quirky” thing down pat – but I’ll bet my left sock that behind the seemingly flippant chatter of these accounts is a well-oiled customer experience machine; and possibly a stand-up comedian being held captive. Anyone heard from Jerry Seinfeld lately?
The point here is that companies don’t become social media dynamite overnight – it takes time, expertise, and, most importantly – it demands that a company’s processes and policies are run just as smoothly as their social presence. Your brand may be just peachy on Twitter, but a customer with a real issue that needs resolving doesn’t need to dig very far to witness your brand’s true level of customer service.
You can read the full article here. Mike Stopforth will be the very first to speak at the Johannesburg chapter of the CreativeMornings breakfast talk series. The session will be held at Nicework’s offices, with refreshments provided by Molecular Bars. Don’t miss it!