What do Greg Jennings and Kahlua cheesecake have to do with good Customer Service and Social Media?
I’ve been giving some thought to what people expect regarding customer service on social media.
They want their voices to be acknowledged, their experiences validated, and their concerns addressed. In short, customers want to know that they’ve been heard.
Recently, I’ve had some very positive experiences on social media with brands, and I’ve had some that left me wanting.
For this post, let’s start with the positive. Let me say that if I mention a positive interaction with a brand on social media, I like getting an acknowledgment. If I don’t get an acknowledgment, does it make me think less of the brand? Not really. But if a brand is listening and validates my experience, does that make me think even more positively about them? It certainly does.
Two recent examples come to mind. With the start of the new year, we had our sons switch rooms (since one room is significantly larger than the other it seemed only fair that after nearly 6 years they should switch). My wife offered redecorating as part of the switch. My older son is a huge Packers fan so we surprised him with a Greg Jennings Fathead. My son came home from school to find it on his wall. I captured his excited expression moments later beside the Fathead with my Droid and posted the photo to my Twitter account using Twitpic. Here’s the response I received from Fathead:
Last week was the 6th celebration of my 39th birthday. My wife and I went to The Cheesecake Factory for my birthday lunch. I posted my plans to my Twitter account. The Cheesecake Factory responded that afternoon with this:
I then replied that I had enjoyed the mushroom burger & Kahlua cheesecake, to which they responded:
Now… do either of these interactions mean I’ll never choose their competitors? No. But do they make me think even more positively about what was already a positive experience? In the words of former vice presidential candidate Sarah Palin, “You betcha.” Next time I’m looking to decorate a wall or celebrate a birthday, will I give Fathead and The Cheesecake Factory extra consideration? Definitely.
I’m surprised more organizations aren’t doing this. It just takes someone devoted to listening to and joining these conversations. Social media engagement creates a competitive advantage for those organizations willing to invest the time and resources. So, way to go, Fathead and The Cheesecake Factory! You are two companies that are doing social media the right way.
It should be noted that I have in no way been compensated by Fathead or The Cheesecake Factory for my remarks… that doesn’t mean that I would be opposed to a free Clay Matthews Fathead or free White Chocolate Caramel Macadamia Nut Cheesecake. 🙂 Hey… anybody listening?
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