Online Customer Service Is Essential To Successful Social Marketing (by Interactive Marketing)

via Interactive Marketing by Darika Ahrens)
March 06, 2012 at 02:28PM
http://blogs.forrester.com/darika_ahrens/12-03-06-online_customer_service_is_essential_to_successful_social_marketing

Here is a picture of a cute cat doing something Internet related!

(Click image to see larger version)

That got your attention didn’t it? Something else which gets a lot of attention is when customers share stories of exceptional customer service online (if those examples include cats that’s just a bonus). This fantastic forum thread taken from UK ISP Be Broadband is currently doing the rounds. In it the customer complains his wireless network is frequently disrupted by his cat’s fascination with the router. After some playful banter that issues with feline “agressors” are a known problem the customer was supplied with a tactical decoy router. Subsequent images of the clearly fooled cat were posted by the customer showing success.

Wow. If you were currently feeling disatisfied with your ISP what would your brand perception of Be Broadband be right about now?

Customer service impacts social marketing

In this age of marketing it’s well known that customers make purchasing decisions based on peer influence and that social technologies are being used to share brand stories daily — often customer experience driven. Customer service is an essential factor in social marketing because Conversationalists and Critics are using social technologies to talk both positively and negatively about their brand interactions, something that previously stayed between the customer and the person on the other end of the line in the call center.

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