Customer service above and beyond (and online)
Thursday, July 17th, 2008We all know that anything (really *anything*) posted online has the chance or risk of spreading like wildfire, once it gains momentum.
Some companies like ComCast and Southwest Airlines are now actively monitoring and responding to posts about them in blogs and sites like Twitter and YouTube. It sounds like thinking outside the box and embracing the brave new world, but it’s really something that should be included, if not given top priority in any business intelligence setup.
Thousands of companies are paying agencies to learn about what’s written about them in print, while simultaneously turning a blind eye to a mass media where things can get ugly really fast. That just doesn’t make sense.
My prediction - the rise of a new breed of social network consultants managing company-consumer relations in social networks.