Comments on: Company B: Again, social media brand monitoring failure http://www.thevirtualasst.com/company-b-again-social-media-brand-monitoring-failure Your Virtual Assistant: Providing Virtual Services to Small Business Owners Tue, 24 Jan 2012 14:26:00 +0000 hourly 1 http://wordpress.org/?v=3.2.1 By: Michelle Mangen http://www.thevirtualasst.com/company-b-again-social-media-brand-monitoring-failure/comment-page-1#comment-686 Michelle Mangen Thu, 19 Nov 2009 16:12:27 +0000 http://www.thevirtualasst.com/?p=1749#comment-686 Jennifer - thanks so much for stopping by to leave a comment. In this particular case it wasn't so much about having support in real time, rather that when I did get support they were not actually helpful. They insisted there was no problem. And with that because I had contacted them so many times over a short period of time the same day that I purchased the hosting package the likelyhood that my contact info had changed was nill....they were so scripted that they didn't put the "common sense" into the equation. I do realize companies want employees to act in a certain manner while using certain steps to achieve a semblance of routine and structure but when a customer says - yes, I verified info with the last few techs I spoke to can we skip this step it would seem that saying, "OK, we can skip this step" would be more suitable. As far as them not responding on Twitter - again, not so much about responding in real time...they just never responded (except when I was considering purchasing my hosting plan from them.) They left off the other part....which was....I see you complaining; how can we be better as a company?" Yes, you are right - companies utilizing social media must now realize that the bar has been raised. :-) Jennifer – thanks so much for stopping by to leave a comment.

In this particular case it wasn’t so much about having support in real time, rather that when I did get support they were not actually helpful. They insisted there was no problem. And with that because I had contacted them so many times over a short period of time the same day that I purchased the hosting package the likelyhood that my contact info had changed was nill….they were so scripted that they didn’t put the “common sense” into the equation. I do realize companies want employees to act in a certain manner while using certain steps to achieve a semblance of routine and structure but when a customer says – yes, I verified info with the last few techs I spoke to can we skip this step it would seem that saying, “OK, we can skip this step” would be more suitable.

As far as them not responding on Twitter – again, not so much about responding in real time…they just never responded (except when I was considering purchasing my hosting plan from them.) They left off the other part….which was….I see you complaining; how can we be better as a company?”

Yes, you are right – companies utilizing social media must now realize that the bar has been raised. :-)

]]> By: Jennifer Zeszut http://www.thevirtualasst.com/company-b-again-social-media-brand-monitoring-failure/comment-page-1#comment-684 Jennifer Zeszut Thu, 19 Nov 2009 00:31:32 +0000 http://www.thevirtualasst.com/?p=1749#comment-684 Hi Michelle. Thanks for sharing this! What is interesting about your post (I didn't experience the frustration first-hand so I have the luxury of being analytical about it all! sorry!) is the EXPECTATION that you - we all - have that companies will be listening and responding in real-time. This is a new world for MANY companies that are used to listening to customers once a year in Q3 when they have some focus group budget to spend! Of course I am being a tad dramatic -- call centers have people sitting around waiting for the phone to ring, but how often do you pick up the phone and proactively complain these days? I would image your answer is "a lot less than I used to" and its thanks to social media. Thanks again for sharing, and listen-up companies! The expectations bar has been raised. Jennifer Zeszut Scout Labs Hi Michelle. Thanks for sharing this! What is interesting about your post (I didn’t experience the frustration first-hand so I have the luxury of being analytical about it all! sorry!) is the EXPECTATION that you – we all – have that companies will be listening and responding in real-time. This is a new world for MANY companies that are used to listening to customers once a year in Q3 when they have some focus group budget to spend! Of course I am being a tad dramatic — call centers have people sitting around waiting for the phone to ring, but how often do you pick up the phone and proactively complain these days? I would image your answer is “a lot less than I used to” and its thanks to social media. Thanks again for sharing, and listen-up companies! The expectations bar has been raised.
Jennifer Zeszut
Scout Labs

]]> By: Tweets that mention Company B: Again, social media brand monitoring failure -- Topsy.com http://www.thevirtualasst.com/company-b-again-social-media-brand-monitoring-failure/comment-page-1#comment-680 Tweets that mention Company B: Again, social media brand monitoring failure -- Topsy.com Wed, 18 Nov 2009 01:56:29 +0000 http://www.thevirtualasst.com/?p=1749#comment-680 [...] This post was mentioned on Twitter by Michelle Mangen, Dawn Riley. Dawn Riley said: RT @mmangen Company B: Again, social media brand monitoring failure: http://ping.fm/k9ru6 [...] [...] This post was mentioned on Twitter by Michelle Mangen, Dawn Riley. Dawn Riley said: RT @mmangen Company B: Again, social media brand monitoring failure: http://ping.fm/k9ru6 [...]

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