Customer service in the age of social media
Many of you know that I no longer deal with organisations the old way – I don’t like waiting in a telephone queue because “my call is important”.
Instead, I tweet.
On Tuesday night, I was out walking and came across a fairly major water leak.
Not knowing which number to call, I remembered that back in 2010, I used the Thames Water Tweet-A-Leak service to report a water leak.
— Andrew Grill (@AndrewGrill) January 8, 2013
And @ThamesWater replied
— Thames Water (@thameswater) January 9, 2013
Just 24 hours later – it had been fixed.
So if “old school” companies such as Thames Water can rise to the challenge and integrate new media channels such as social media into their workflows, then your company should be able to do this as well.
I will be writing more comprehensively in 2013 about social business, and how it will fundamentally change the way companies deal with customers – for the better.