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Shop Talk

Customer Service and the Mobile Phone

January 10, 2007

Posted by leah.jones

Each week, with the help of my fellow me2 co-workers, I send out an email with five tips about social media, trends, must read blogs, and sometimes just humor. Last week we shared our predictions with the company for 2007 and I wanted to talk about one of those today.

Customer Service and Mobile Phones.

Ming suggested it and I agree, companies need to realize that ubiquitous camera phones are going to quickly change the landscape of customer service. I'm certainly not the first to write about how social media is impacting customer service. Remember the Comcast video?

If you get a parking ticket, you can quickly snap a photo of the broken meter. If your hotel room isn't up to snuff, you can shoot a video. Unacceptable service can now be recorded and shared much easier.

So what does it mean to you and your clients?

There is as much power in good customer service as there is in a well written press release. If you have added searches of YouTube, Flickr, and blogs to your daily routine, you might find examples of bad customer service. Customers are taking their complaints straight to the internet, do not pass the 1-800 number, do not collect a $20 rebate.

Make sure that you are shareing these with your clients. Help them come up with a plan. Are you empowered to answer the critics for your client? Has your client empowered someone in-house to respond? Are you sharing the raves about great customer service you find online?

Your assignment.
1. Remind your client that camera phones are changing feedback.
2. Regularly check YouTube, Flickr and other media sharing sites for content about your client.
3. Help your client respond to negative and positive comments.
4. Rinse and repeat.

posted by leah.jones

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What's Talkshop

TalkShop is a blog about word-of-mouth and the Me2 Revolution, published by Edelman and hosted by Phil Gomes, the company's Senior Counsel, Online Communications. This blog pulls in thoughts and opinions from members of the worldwide Edelman network.