Watch an interesting interview of Kip Wetzel, Senior Director Social Media Servicing & Strategy, Comcast that talks about how Comcast is evolving its use of Social Media as customers evolve in their use of social media. Brian Solis, published author of ‘Engage’ and the ‘End of Business as Usual’ moderates the interview. Solis is globally recognized as one of the most prominent thought leaders and published authors in new media.

Social Media complaints and your competition

Monday, November 28th, 2011

I am currently reading Engage, Revised and Updated: The Complete Guide for Brands and Businesses to Build, Cultivate, and Measure Success in the New Web
by Brian Solis. In is book, Brian pointed out the threat posed by customer complaints that appear in Social Media, particularly Twitter. This brings up the whole issue of dealing with unscrupulous or aggressive competitors who use Social Media tools as a lever against you.

Many people think customer satisfaction is only about customer service and support. In fact, what we found at IBM, was that customers could be dissatisfied with many different aspects of our business, from the product features being offered, to the way we advertise and promote out products. With the advent of social media and the new ways of engaging with customers has its own set of issues. Two studies show consumers will disengage when companies do not provide what they expect from them on social media.

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