Mar 26 Posted 2 years ago
Dan - you can't have it both ways - you can't tout the results of an admittedly flawed, unscientific study, especially when most of the "questions" you ask are not legitimate customer service issues, and then report this as a study. Why not just title this piece "why won't anyone talk to me?"
Surely you know the difference between someone venting about a brand, a product or just trying to be witty on Twitter versus and actual customer service inquiry or complaint?
Asking Giellette why they make a new product when the very picture you're posting TELLS you why they made the new product is not a customer service inquiry. It's snark. If you wanted an answer, you might have asked them directly - "What's the difference between the Fusion and Mach 3 razors?"
5Gum - you basically just complained about one of their flavors. That's not a customer service inquiry or issue - sure, 5Gum could reply "try one of our flavors instead", but why should they respond to your statement that you don't like pineapple? You didn't ask about any other flavors, you just announced to the world that you don't like pineapple. What is 5Gum supposed to help you with there?
Walmart - you'd love to meet the person who made a policy that you can't get change for $1. Again, not a customer service issue. Were you expecting an introduction to someone?
Degree - again, not a customer service issue. It's a snarky comment about a price error you saw at a local store.
Sam's Club - again, not a real customer service issue - it's a snarky comment about signage in a store.
McDonald's - almost a legitimate customer service issue bordering on a snarky comment. If you really wanted help, you might have given a store location and ask why they are habitually out of skim milk there, but I'm pretty sure it's not a system-wide problem about getting skim milk with your coffee.
In none of these cases did you ask what a reasonable person would consider a customer service question that indicated you had an issue and needed assistance to solve. Twitter is full of snark and people taking pot shots at brands trying to gain attention for themselves.
In any of these cases, sure, a brand could go above and beyond and engage with you, but in most cases, why would they engage with someone who is just making fun of them? The fact that they didn't engage with you doesn't mean that THEY need to improve their customer service - it means that they looked at your tweets and determined that you didn't have an actual problem that they could help you with.
Calling this a customer service survey is a misnomer, and not fair to any of the brands represented. You ambush them with vague, often snarky comments and then expect them to treat you like a customer with a problem, when in none of these cases do you actually present a problem you need their help with.
Here are a few customer service "issues" by your definition on the Discover site that went unaddressed - I guess Discover should be added to this list too?
I have one of the most annoying credit card companies. If I get one more call asking to pay my card thats due 04/04
Mar 25 Posted 2 years ago
Some good examples, but several of them we're open ended and did not ask a direct question. For brands that is very grey and that is where deciding to engage or not comes into play. I would like to see this with direct questions and then see if they answer. For praise or a positive comments, brands see them and are happy to receive them but based on their overall volume and sentiment it may not be appropriate to retweet or share because that just creates frustration for those that still have unresolved issue. the very least of an acknowledgement should be done, I agree with that.
Mar 24 Posted 2 years ago
Sorry about that, Ryan - that article will be published tomorrow, so stay tuned!
Mar 24 Posted 2 years ago
The link to the companies doing social customer service well is not working: http://socialmediatoday.com/dgingiss/2280311/six-companies-are-doing-customer-service-right-twitter
Can you repost?
Mar 24 Posted 2 years ago
Hi Dan, I have had McDonald's tweet to me a few times, mostly from check-ins via Foursquare. Lowe's is the best at it from what I've experienced.
You would think they would have someone at these companies monoriting mentions 24/7. Why have a Twitter account if you are not going to answer questions from customers? It is the quickest way to get answers when a company responds there. Much better than waiting on the phone after going through many messages and push this and that button.
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