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Mike Robuck
Mike Robuck
2/17/2016 2:25:17 PM
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Re: Good News... Bad News
Some great responses so far. Keep 'em coming please. 

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Ariella
Ariella
2/17/2016 1:02:15 PM
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Re: Good News... Bad News
@Richared you have a dedicated Twitter account just for supplier issues? Does it attract a lot of followers who work with the same ones? 

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Richard-S
Richard-S
2/17/2016 12:53:34 AM
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Silver
Good News... Bad News
I like to thank people and suppliers who provide a good service. So I have a Twitter account I use mostly for this. I have a separate Twitter account for posting about problems with suppliers: Often suppliers reply and resolve the problems.

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tsteal
tsteal
2/16/2016 11:22:43 PM
User Rank
Steel
My Opinion About Social Media Sites
Myself, have several different social media that I use. Each one has their own pros and cons with them, for example one site may be better with grouping your contacts together than the other one or they may have it set up differently to the way you like it. Myself prefer to use LinkedIn when it comes to looking up my contacts and any business venture, they keep it well organized and professional looking. Google+ is another site good for looking up contacts and gallery sites that interest you. As for Twitter, to me it's a site similar to FaceBook, but just a little more tweeting(posting) and professioanlism that I believe engages a lot of folks to Twitter, I would say most of the folks that have a Facebook account have a Twitter account as well. One good  thing that I can say about LinkedIn, Twitter, and Google+ is that I have never had any of these accounts hacked or had a virus on. Now, with FaceBook, it is a very popular site and one of the biggest social media sites that we use and one of the biggest hacked sites that I have seen. From the time I had my account with FaceBook I had to change my account numerous times, not because I forgot my password but because someone had hacked into my account. This is one of the cons with FaceBook that I don't like to much, but they have tightened up their security on their webpage making it harder for hackers to get in. There are several things that I like about FaceBook on what it has to give you, all kinds of different options to choose from on FaceBook. They have it all, games, business, leisure, news feed, apps, groups, and several more options that could be mentioned to gain ones interest. One thing that I definetly don't like about FaceBook is that a lot of folks get a little to personal and ignorant(disrespectful and rude), that they need to be unfriended to keep your page clear of any unnecessary post that they may have. If all these sites were to come together and fix there cons that they have, would it be better than FaceBook? That is a question that I always wandered if it would/could happen, I guess nothing is impossible. 

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mpouraryan
mpouraryan
2/16/2016 2:03:14 PM
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Platinum
On the"Prow" w/Brief Thoughts
There is no question that the advent of Social Media has made a profound impact.  I recall as Twitter made its' debut and how Dell boasted how it generated millions--and others as well.  But, what is clear is that Social Media--as the World's "Virtual Town Square" can make or break anyone today.    For me, one particular one that comes to mind was a Tweet that was done on the "Daily Outsider" twitter feed as part of the "watch" series on China on Tibet.   It so happened that the hashtag "#Tibet" was used   It generated at least 30 retweets after one of the Tibet Rights Groups objected to the fact that this "retweet" From China Daily depicted Tibet in a peaceful state when the reality as they stated was a lot worst and our team engaged in a "TweetStorm" trying to underscore a sense of the Freedom of Speech.    I would probably venture a guess that at least a few followers were lost--and the followers are not that extensive yet.    It also underscores how making sure that a sense of total vigilance has to be the order of the day constantly.

 

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DHagar
DHagar
2/16/2016 1:03:51 PM
User Rank
Platinum
Re: social media
freehe, this is truly an area where social media can "transform" service and companies.  The technology advances are great - but even greater if you can get good service to best use and get the benefit from technology.  The customer has been lost in the shuffle.

Let's hope the TT Contest identifies some great new leading examples for use of social media in customer service and we can support the providers recognizing this.

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Mike Robuck
Mike Robuck
2/16/2016 11:02:32 AM
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Author
Re: social media
Contest is ending next week. Remember, you can have more than one entry. Thanks everyone for the posts so far. 

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freehe
freehe
2/12/2016 4:07:04 PM
User Rank
Platinum
Re: social media
@Mike Robuck I agree with you. Companies are so focused on profits they have forgotten the basic principles of how they earned revenue - providing good customer service. I miss the days when you could call customer service, speak to someone from the U.S. and get your probably solved quickly. Now it takes 10-20 minutes or more to solve a minor problem and then they try to upsell additional products. Large companies are the worst. Smaller companies are not as bad.

Even with many complaints posted on social media some companies still don't address their customer service issues. How much revenue could companies generate if they would actually provide good customer service?

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Mike Robuck
Mike Robuck
2/10/2016 11:26:07 AM
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Author
social media
I think if nothing else, social media has probably reduced the complaint calls to customer service agents, and now the complaints are out in the open. The companies that reply with real solutions stand out; the ones that ignore the complaints only make things worse for themselves. 

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Ariella
Ariella
2/9/2016 9:19:19 AM
User Rank
Author
Re: Ask ForHlep
@mhhf1ve It was one of those things that worked well for the company that capitalizes on something unexpected -- like when Oreos tweeted about dunking in the dark when the electricity went out at a Superbowl game. The publicity worked in the retailer's favor, though, of course, you can't have anyone who feels like it pretend to represent a brand. That would be fraud. 

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