Companies need to be able to anticipate what customers are doing to say and do, in order to keep up. Although Motrin responded to angry mom’s within 24 hours –even that was too slow.
Companies are unable to scale to meet the needs of social. No matter how many community managers Dell and ComcastCares hires to support, they’ll never be able to match the number of customers happening. They need tools, and they need them now.
Customers don’t care what department you’re in they just want their problem fixed. Dooce’s support problem with Maytag quickly became a PR nightmare –had the support group known she was an influencer (and what it means), they could have serviced her better.
Jeremiah Owyang (@jowyang), Altimeter Group (@altimetergroup)
- Wendy Lea (@WendySLea), CEO, Get Satisfaction
- Dr. Michael Wu (@mich8elwu),
Chief Social Scientist, Lithium (@LithiumTech)
- Jamie Grenney (@JamieGrenney), Senior Director of Social Media, SalesForce (@salesforce)
Make sure you don't miss it and register now (if you haven't already): http://bit.ly/bZon3W.
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When & Where
Social Media Club SFO
We bring together people and organizations interested in social media to learn from each other and promote digital media literacy. www.socialmediaclub.org and http://twitter.com/SMCSFO