Social networking not enough for good customer service
March 04, 2010 |
Social media is a Band-Aid - not a solution. You can't simply say you can lower complaints and improve satisfaction by hiring someone to manage a Twitter account.
We are in the age of social media arrogance.
Companies are banking on Twitter and Facebook to be the saviors of their customer service and marketing. Self-appointed social media experts spend days praising each other's success stories and validating their jobs by spewing lofty answers as to why every company needs to hire experts to manage Twitter and Facebook accounts.
But are companies losing perspective? Is there more to making customers happy than counting Facebook Fans and Twitter followers?
Get the full story at The Miami Herald
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