"I believe people, in general, aren't naturally aggressive. We're passive in person, but we're aggressive online," Scott Stratten author of UnMarketing: Stop Marketing, Start Engaging. That's exactly what people are doing. We have all seen them or heard of the crazy videos on youtube, for example one on how a toddler was served a margarita at a resaurant or about the guy making a series of videos on his guitar after it was broken on flight with United airlines. This video went viral after he spoke out about the lack of customer services he had received to resolve the issue.
Almost anything can be posted to the web with a single shot or video from a cell phone then in an instant posted to a social media site for the world to see. Business are understanding how important it is to make sure they aren't pulled into something that could end very badly for them. Wendy Cukier said it best, "You have to operate your organization as if any employee at any time could be on the six o'clock news," when it was reported an employee was spotted urinating in a laneway near Runnymede station.
Keith McArthur, vice-president of social media for Roger Communication has his employees address concerns from customers online. Lets face it, more and more are using social media as an outlet not just calling a representative at a call center and chewing them out for 30 minutes. McArthur goal is to have his team respond to as many tweets as they can within an hour addressing issue in concerns in a polite and respectful manner.
You can read more about this article here.
No comments:
Post a Comment