Social Media monitoring is not a option today. Take a look at our Flash animation on how Taco Bell and Hitachi got punked by Social Media.

http://vizedu.com/2008/11/social-media-monitoring/

Thanks
Sandeep

At Queensboro, we have found that we have customers that will tell us directly when they are happy or when they are upset, but we probably have an equal number of customers that don’t tell us if they are happy or upset, but they tell the rest of the world, and we find out via a Google alert!

Our customer service is our number one priority, and any time we need to help fix a problem we might have created for a customer, as soon as we know about the problem, we jump right on it–sending replacements, processing returns, correcting sizes, etc. We have numerous procedures in place to try to prevent problems, but even a fine toothed comb will miss a few rogue hairs once in a while. We like to think that our customers know they can tell us if we need to fix something, but not everybody knows, and some people like to vent online, regardless. It is so important to know if this is happening so that you can reach out to the customer than might have received less than great customer service–both in order to help the customer, and to improve our business procedures.

And thanks for the many shoutouts today, including in this blogpost for Radian6.

Cheers.

David