Instagram sparks User Revolt and Lawsuit

Thursday, January 10th, 2013

Instagram, a photo sharing app, caused a user revolt when it changed its terms and conditions, claiming it could sell user photos without compensation. A lawsuit was also filed based on the restriction about users right to sue, also changed in the terms and conditions revision.

A new study called The State of Social Customer Service 2012 was recently released by NM Incite, a joint venture between Nielsen and McKinsey & Company. It highlights the importance of organizations providing social media users with prompt customer service through the social media the customers prefer to use, mostly Facebook and Twitter.

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.

One of the keys to customer satisfaction is to set expectations correctly and then meet those expectations. But customer expectations can be reset by your competition, raising the bar for your product or service offerings. KLM and Malaysia Airlines have added social seating programs, not found on US airlines.

How Social Media is used in Contact Centers

Thursday, February 9th, 2012

Call Center Helper, the UK’s most popular call center magazine, recently released their Social Media Survey results. They polled their readers, mostly small and medium businesses to ask how social media is used in Contact Centers. This article is a summary of what they found.

Facebook appears to be rolling out a new feature that will help companies handle complaints posted on their Facebook Fan Page. Rather than dealing with customer service situations or complaints in public, this feature allows for private messaging that no one else sees.htat may required personal information or account information that individuals or organizations would rather not be public knowledge, this feature allows for private messaging that no one else sees.

Tweet An employee at a Papa John’s Franchise in New York made a career limiting move by entering a racial slur on a customer’s receipt. The customer posted the image of the receipt on Twitpic and submitted the following tweet.   The image posted on Twitpic shows the slur: ‘Lady Chinky Eyes’. 20, 000 Retweets […]

Conversocial has released two studies this year, one for the UK and another for the US, showing how well retailers are responding to customers on Social Media: Facebook in particular. According to the US study, Retailers did not respond to 65 percent of complaints and questions on their Facebook pages during a five-day period in September 2011.

A new study has been released by Market Tools, a company specializing in Enterprise Feedback Management met with over 330 companies with revenues over $10 Million. 23 % of companies did customer service and support on Facebook but only 12% on Twitter. 5% didn’t think customer satisfaction was either extremely or very important. Read the full article to learn more.

Gary Vaynerchuk has written an excellent book called ‘The Thank You Economy’ where he talks about the value of organizations engaging in social media in today’s environment. As I read over his book, he has some important customer satisfaction messages as well. He talks about the ‘way it was’, how the age of the automobile changed everything, the customer service center problem, the internet further isolating customers and finally how consumers have revolted and using social media, have taken back power from business.

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