customer value

Overcoming the Fear of Embracing Social Customer Feedback

shout! by su neko

Some brands are actively scared about using their social channels to provide customer services, but they don’t realise the opportunity they’re missing.

In general the thinking goes something like this:

  • If we let people leave negative remarks, then they will put off other potential customers.
  • It’s impossible to solve every problem through social channels – so why try?
  • If someone has to answer all the queries, that will mean having to hire more staff.

Let’s look at each of these in detail.

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Chinwag Live: Freeconomics

Join us as we ask - Is there a future to Free, and where? Are there new opportunities to monetise in the land of Free or in fact does Free no longer make sense?

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Date: 30 March 2009
Location: Slug & Lettuce (downstairs), UK