I’ve been involved in a number of customer service conversations lately, as I believe that in our social media world, companies are going to have to deal a lot more with customers who complain publicly when things don’t go well.
Back in 2007, one of my predictions was Everyone’s a Critic: People like to critique you and today have no problem sharing their critiques with the whole world. I’m not a big fan of co-creation. I think that there are a relatively small number of consumers who really want to help companies by co-creating with them. However, I think lots of consumers are ready and willing to broadcast their complaints to the world.
Looking through my old articles, I came across this piece from about 2000 or 2001. Examples might be old, but message is still loud & clear.If you want to look into a crystal ball for your company’s future, take a look at where you fall. If you’re closer to lip service than real service, get your resume out today. Your future doesn’t look very good!