Posted on August 16, 2010 5:12 pm by Shel Holtz | Advertising | Customer Service | Marketing | Social Media | Twitter | Video
Copycats were expected in the wake of the Old Spice response campaign, in which the Old Spice Man responded to tweets with brief YouTube videos. After all, despite a few party poopers who didn’t like the campaign and a few misguided claims that the campaign didn’t produce results, ad agency Weiden & Kennedy has shown that the campaign, including the Twitter-YouTube effort, has…
Posted on August 13, 2010 11:26 am by Shel Holtz | Customer Service | Social Media | Twitter
Long before Twitter, business consultants advised to embrace customer complaints. Wise people like Don Peppers and Martha Rogers saw complaints for what they were: opportunities to identify problems companies can fix, leading to happier customers, better word of mouth and more sales.
In their 1993 book, “The One-to-One Future,” Peppers and Rogers write that “just by complaining, a customer is initiating a dialogue with a…
Posted on June 8, 2008 4:56 pm by Shel Holtz | Customer Service
Sarah Wurrey, Bill Sledzik, and Jennifer Zingsheim questioned the longtime viability of customer support outreach on the latest episode of the Media Bullseye Radio Roundtable. I’ve read many of these issues before on various blogs, but I don’t think they’ll keep companies from continuing to adopt this approach.
Adobe has engaged in customer outreach for years, trolling message boards in the days before social…
Posted on April 13, 2008 11:18 pm by Shel Holtz | Customer Service | Twitter
Scott Monty mentioned in an email to me that Comcast has launched a customer service initiative on Twitter. Dubbed “Comcast Cares,” it seems that the effort is aimed at finding people who are tweeting their complaints about Comcast and offering to help. Whoever is leading the effort then engages in conversations with those to whom she or he is reaching out.
Reviewing the 21…
Posted on March 20, 2008 8:14 am by Shel Holtz | Customer Service | Social Media | Social networks
The Dell IdeaStorm was a revolutionary concept in customer relations. The idea was simple: Take the concept of Digg, tweak it a bit here and there, and unleash it so customers and employees can submit ideas. Anyone can then comment on any idea and vote to either promote or demote it. Those that rose to the top are then moved…
Posted on January 14, 2008 11:14 pm by Shel Holtz | Customer Service
UPDATE #3—I received permission to run the email I got from Virgin Mobile USA:
We apologize for the inconvenience the suspension of your son’s account has caused you. We came across your blog stating you were having trouble restoring your services after a suspension related to credit card charges. Your son’s account has been restored after the account was reviewed. Virgin Mobile attempts to…
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