May 05, 2015Organizations should treat social media as they would any other electronically stored information and assume it is potentially discoverable. Und...
April 07, 2015If content is king, then certainly customer experience is an integral part of the royal court. As companies everywhere invest in content marketi...
March 19, 2015It’s no surprise social customer service demand is on the rise. To stay ahead of the game, your brand must formalize a streamlined and scala...
March 13, 2015Fifty-seven percent of customers expect the same level of response through social channels as traditional support channels. That can be cha...
Jan 14 Posted 3 years ago
Yes it's true that this situation gave more people the opportunity or confidence to complain about FedEx services. But this is what it means to have customer engagement in today's social media world. The fear that "a mass of customers' complaints" will be created if a company tries to remedy a situation should not prevent that company from doing the right thing in terms of public relations.
Regarding your comment: "but only an apology (different to Dominos that tried so hard to show that they changed).... I think FedEx reacted 100% correctly by posting an apology, and firing that idiotic employee. Furthermore, no other actions by FedEx are necessary [internally or externally]. There's no amount of training that could prevent someone from throwing a fragile box. Why do I say this? Because you don't need to be trained to be careful with shipments - care with other people's property is based on common-sense and a respect for other people. Bad apples exist everywhere. I would not be surprised if this guy does similar things in his private life when he's not working.
This FedEx example and the Dominos example, are demonstrative of how social media is changing or refining the free market today. Companies can not ignore this new opportunity to connect/engage with their customers for CRM. We at AgooBiz.com believe that social networks are far more successful at gauging "the word on the street" than traditional surveys ever did. Companies [large and small] should pay more attention to Social Media if they want to be profitable.
AgooBiz.com // The Social Commerce Network
WE work greater than me
Jan 13 Posted 3 years ago
Great article about the importance to have your eyes open and to have good reflects. However, although this is a man's fault, I see an apology using youtube (similar to dominos) but only an apology (different to dominos that tried so hard to show that they changed). Plus, I saw that the "apology video" created a mass of customers' complaints and I think that this try to "turn over" the situation, gave the chance to people to express their dissapointment as much they could. What do you think?