Wednesday, February 11, 2009

New Media for Customer Service

And how not to use it.

If I were a marketer, a brand manager, or a CEO, I'd want to know when my product or service fell short. And I'd be grateful that I'm living in times like these when I can get instant feedback.

But no. Not at Qwest or ExpressScripts. No way to reach'em.

No twitter account. No e-mail. Nada.

I could twitter. I could complain on this blog and post on my Facebook wall. But I'm no Chris Brogan, with hundreds of followers.

What a missed opportunity for these companies! There are real glitches in their customer service systems costing them time and money. But they won't hear about from me. And they won't keep me as a customer.

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