Comments on: The Fallacy of Social Media Customer Service http://www.justinkownacki.com/2009/12/01/the-fallacy-of-social-media-customer-service/ Armchair Sociologist & Perpetual Contrarian Wed, 28 Jul 2010 13:23:54 -0700 hourly 1 http://wordpress.org/?v=3.0 By: The Importance of Boundaries | Brand Elevation Through Social Media and Social Business | Altitude Branding http://www.justinkownacki.com/2009/12/01/the-fallacy-of-social-media-customer-service/comment-page-1/#comment-1686 The Importance of Boundaries | Brand Elevation Through Social Media and Social Business | Altitude Branding Mon, 11 Jan 2010 15:05:01 +0000 http://www.justinkownacki.com/?p=996#comment-1686 [...] emails and Twitter accounts and blog posts, with very real needs for human balance, too? Have our expectations for customer service on social media gotten out of hand, or is that the new reality forcing the hand of business to [...] [...] emails and Twitter accounts and blog posts, with very real needs for human balance, too? Have our expectations for customer service on social media gotten out of hand, or is that the new reality forcing the hand of business to [...]

]]> By: DaraBell http://www.justinkownacki.com/2009/12/01/the-fallacy-of-social-media-customer-service/comment-page-1/#comment-1547 DaraBell Sun, 27 Dec 2009 18:59:11 +0000 http://www.justinkownacki.com/?p=996#comment-1547 Think I agree with Amber here that we can be too demanding, I would say it is give and take push and pull. Think I agree with Amber here that we can be too demanding, I would say it is give and take push and pull.

]]> By: The Critical Mass Of Listening | Brand Elevation Through Social Media and Social Business | Altitude Branding http://www.justinkownacki.com/2009/12/01/the-fallacy-of-social-media-customer-service/comment-page-1/#comment-1463 The Critical Mass Of Listening | Brand Elevation Through Social Media and Social Business | Altitude Branding Fri, 18 Dec 2009 12:02:04 +0000 http://www.justinkownacki.com/?p=996#comment-1463 [...] as my friend Justin Kownacki recently wrote, there’s definitely a line where we can become too entitled, too demanding, and too [...] [...] as my friend Justin Kownacki recently wrote, there’s definitely a line where we can become too entitled, too demanding, and too [...]

]]> By: Webspace/Realspace Divide In Courage | Ian M Rountree http://www.justinkownacki.com/2009/12/01/the-fallacy-of-social-media-customer-service/comment-page-1/#comment-1396 Webspace/Realspace Divide In Courage | Ian M Rountree Sun, 13 Dec 2009 06:52:06 +0000 http://www.justinkownacki.com/?p=996#comment-1396 [...] our advantage in keeping the people we want to keep up with caught up – but it also makes us easy targets for the disgruntled. How does this affect courage? Simply put; in an arena where everyone’s bullhorn is the same [...] [...] our advantage in keeping the people we want to keep up with caught up – but it also makes us easy targets for the disgruntled. How does this affect courage? Simply put; in an arena where everyone’s bullhorn is the same [...]

]]> By: Personal Branding vs Brand Democratisation | iRountree http://www.justinkownacki.com/2009/12/01/the-fallacy-of-social-media-customer-service/comment-page-1/#comment-1386 Personal Branding vs Brand Democratisation | iRountree Sat, 12 Dec 2009 04:36:59 +0000 http://www.justinkownacki.com/?p=996#comment-1386 [...] to the reactions of others – Chris’ own admission of spazz and Justin Kownacki’s deconstruction of the situation come to mind – and the best part of it comes from the latter post, where Justin says [...] [...] to the reactions of others – Chris’ own admission of spazz and Justin Kownacki’s deconstruction of the situation come to mind – and the best part of it comes from the latter post, where Justin says [...]

]]> By: Cool and Uncool Insiders and Outsiders — hallicious http://www.justinkownacki.com/2009/12/01/the-fallacy-of-social-media-customer-service/comment-page-1/#comment-1225 Cool and Uncool Insiders and Outsiders — hallicious Fri, 04 Dec 2009 10:09:09 +0000 http://www.justinkownacki.com/?p=996#comment-1225 [...] Justin Kownacki talks about people whining on-line, and why companies shouldn’t scramble to se... [...] [...] Justin Kownacki talks about people whining on-line, and why companies shouldn’t scramble to se… [...]

]]> By: Personal Branding vs Brand Democratisation | The Wings of Wax Project http://www.justinkownacki.com/2009/12/01/the-fallacy-of-social-media-customer-service/comment-page-1/#comment-1172 Personal Branding vs Brand Democratisation | The Wings of Wax Project Thu, 03 Dec 2009 06:17:33 +0000 http://www.justinkownacki.com/?p=996#comment-1172 [...] to the reactions of others – Chris’ own admission of spazz and Justin Kownacki’s deconstruction of the situation come to mind – and the best part of it comes from the latter post, where Justin says [...] [...] to the reactions of others – Chris’ own admission of spazz and Justin Kownacki’s deconstruction of the situation come to mind – and the best part of it comes from the latter post, where Justin says [...]

]]> By: Chris Hall http://www.justinkownacki.com/2009/12/01/the-fallacy-of-social-media-customer-service/comment-page-1/#comment-1171 Chris Hall Thu, 03 Dec 2009 05:59:56 +0000 http://www.justinkownacki.com/?p=996#comment-1171 On one hand I totally agree with you, and have struggled with the need to "meet customers where they are" when there is already an established toll free process to resolve issues that is as easy as complaining on Twitter. Also, if a company CEO, John Mackey, can alienate a large percentage of his Whole Foods customer demographic by espousing his views on health reform and walk away with higher revenues and a better stock price, in the same quarter he made the statement, then Chris Brogan or Jeff Jarvis are not going to topple your business with a negative tweet or blog post. But on the other hand, I do think that there is something to everybody being important enough to warrant a big company, or any company for that matter, taking the time to see what they can do to help. It's easy for a faceless person to treat people poorly and hide behind the point to point communication of a toll free help line like it never happened. Handling complaints out in the open levels the playing field, and I do like that aspect of it. To your point though, we as consumers need to figure out that abusing this privilege will ruin it. On one hand I totally agree with you, and have struggled with the need to “meet customers where they are” when there is already an established toll free process to resolve issues that is as easy as complaining on Twitter.

Also, if a company CEO, John Mackey, can alienate a large percentage of his Whole Foods customer demographic by espousing his views on health reform and walk away with higher revenues and a better stock price, in the same quarter he made the statement, then Chris Brogan or Jeff Jarvis are not going to topple your business with a negative tweet or blog post.

But on the other hand, I do think that there is something to everybody being important enough to warrant a big company, or any company for that matter, taking the time to see what they can do to help.

It’s easy for a faceless person to treat people poorly and hide behind the point to point communication of a toll free help line like it never happened. Handling complaints out in the open levels the playing field, and I do like that aspect of it. To your point though, we as consumers need to figure out that abusing this privilege will ruin it.

]]> By: Tommy Vallier http://www.justinkownacki.com/2009/12/01/the-fallacy-of-social-media-customer-service/comment-page-1/#comment-1161 Tommy Vallier Wed, 02 Dec 2009 13:28:31 +0000 http://www.justinkownacki.com/?p=996#comment-1161 I didn't read through all of the comments, but I think people are fine to rant on their blog, Facebook, Twitter and whatever - the line simply needs to be that just because you rant, doesn't mean anything will or should come from it. Much like a letter to the editor, anyone can write one and any of them can be published but a published letter about your windshield wipers breaking doesn't entitle you to a new car. I'm with you though, Justin, on the being asked the axe murderer question. In fact, I can remember one November when I hopped onto 4 different buses and went down to a city in western PA just filled with axe murderers. ;) I didn’t read through all of the comments, but I think people are fine to rant on their blog, Facebook, Twitter and whatever – the line simply needs to be that just because you rant, doesn’t mean anything will or should come from it. Much like a letter to the editor, anyone can write one and any of them can be published but a published letter about your windshield wipers breaking doesn’t entitle you to a new car.

I’m with you though, Justin, on the being asked the axe murderer question. In fact, I can remember one November when I hopped onto 4 different buses and went down to a city in western PA just filled with axe murderers. ;)

]]> By: Daily Digest for December 2nd « My Blog http://www.justinkownacki.com/2009/12/01/the-fallacy-of-social-media-customer-service/comment-page-1/#comment-1160 Daily Digest for December 2nd « My Blog Wed, 02 Dec 2009 12:04:55 +0000 http://www.justinkownacki.com/?p=996#comment-1160 [...] Shared The Fallacy of Social Media Customer Service. [...] [...] Shared The Fallacy of Social Media Customer Service. [...]

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