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Posted on May 27, 2008
Talking Back to Your Customers – The Web 2.0 Way
BY STEPAN MAZUROV
Twitter has been getting a ton of complaints lately that stemmed from them having downtime and not adequately reporting the issues or keeping people posted. The interesting part of this debacle is that most of the complaining wasn't due to the service being down or extremely slow, but rather because the Twitter team was not utilizing the tools to talk back to their users and acknowlede the problems. Eventually Twitter realized its wrongdoing and started to update people on Get Satisfaction, their blog and their site. While they managed to control the damage, it was after negative comments hit mainstream and after everyone at TechCrunch to Scobleizer shared negativity and named a replacement. While most doubt that FriendFeed or anyone else will be able to overtake Twitter anytime soon, negative publicity can have a detrimental effect on your product/service. Here is a quick bullet point list of things you can be doing to avoid bad customer experience:
- Blogging - keep a company blog updated with latest news and status updates
- Get Satisfaction - a place for your customers to express their opinion and help you identify bugs. A Suggestion Box 2.0
- Easy access to contact information - let customers know that they can always call, email or mail in their issues, never hide your number
- Respond to complains quickly - never go silent.
- Never deny the obvious - its much better PR to admit your mistakes than to actively deny they exist.
Read on as I touch on some of the points above.
