'Tis the Season?

Customer service, again? Definitely, I know I've written on this before, but in the crunch of December retail and shopping mania, the importance of "showing well" online shines through more than ever. People have mobile devices and they EXPECT service through Facebook and Twitter.  Did you see that? They expect service and an avenue to comment on performance, not just "We think it would be a sweet idea if..."  I read an article just yesterday on Twitter soon being used as THE call center for companies. Imagine that? (See Article)  And here's another example of how reliant the average consumer has become on social media as the conduit for information - because it should be both pertinent and timely! Have a look, my posting today will be short because to get the gist of what's trending here, you need to read this...

Article on 15k race review and goof ups on social media by the race director

Now this could be any customer for any product. This was a running race. More importantly, the story dips into the sentiment of those that have the spend power. That's you and I. As consumers, we choose where we buy, so treat us right. Give us a real forum to learn more, express our opinions and vent if necessary.  If we vent, address it honestly. We understand mistakes are made, but fess up and make good on them! And if you grow to include social media in your customer service strategy like you should, it is not to be "censored" so as to only contain the rosy and complimentary posts. The season for social media customer service is here. Fa la la la la, la la la la!