I came across an interesting post this recently on the ever growing trend of companies
putting processes I place to better listen to their customers concerns expressed on social media sites so they can respond more rapidly. While I wholeheartedly support the notion of companies paying greater attention to their customers, I’d like to offer up a different perspective on the issue. Are companies enabling dysfunctional behaviors on the part of customers? Let’s see.
In the article, Maximizing Social Customer Service with Listening Technology, the author points out that due to the trend of customer complaints on social media sites, not only are companies investing lots of human resources, a whole new market is emerging for software products that allow you to better listen and respond to customers who communicate with a company via social media. Getting this right, or at least attempting to, is costing companies a small fortune that many ultimately be a sub-optimal investment for customers. Continue reading