These two videos review why your organization or business needs to be watching over social media, what its impact is, 3 major shifts in customer feedback and what you should do about it.
A text version of these videos can be found on as a guest post on Folkmedia.org.
Why Social Media for Customer Satisfaction
Three Major Shifts in Customer Satisfaction Feedback and What You can do about them
I welcome your feedback
Toyota's Reputation damaged - Recall and Compromised Theft Protection
November 18th, 2009 at 11:46 am
Very concise, practical and well thought out presentation.
January 17th, 2010 at 11:05 pm
[...] 9. In the comment section, readers add that customers use Twitter to get companies to pay attention to problems with their customer service. Twitter is very public and issues can go viral quickly. While Twitter may not be the best at resolving all kinds of problems, the publicity is often the catalyst to get customer service improved. Executives don’t want to be embarrassed in front of shareholders, their board of directors, their competitors or their customers. For additional impacts of negative feedback, see the first of the video titled ‘Why Social Media for Customer Satisfaction’ on my blog post How Social Media affects Customer Satisfaction. [...]