Comments on: There’s no such thing as one unhappy customer in cyberspace

By: Rachel

Rachel — Fri, 18 Mar 2011 18:52:00 +0000

Interestingly I work in Media and we’ve been warned – any negative brand comments can lead to dismissal. Needless to say I haven’t signed that particular form as yet but have been much more selective about what I write online. From conversations with friends this is becoming much more the norm for business owners to impress on their staff – negating the freedom of speech the Internet they boast so much about provides!

By: alison

alison — Fri, 18 Mar 2011 18:41:00 +0000

Hi folks Ali McClintock here. Well my BT Broadband went on the blink, so I decided to find out if my article was right. And I am please to report – my moaning online – be it to only 46 followers was followed up by @btcare and is the process of being resolved

By: Rachel Mcclenahan

Rachel Mcclenahan — Wed, 04 Aug 2010 14:25:45 +0000

Great piece Alison. If in doubt about the perils of brands involved in Social Networking you only need to look at the Eurostar Facebook page from Christmas 2009. The trains broke down and all the customers used the FB wall to vent their complaints.

http://www.brandrepublic.com/news/974801/Crisis...

Other brands have come up against less obvious problems – Snickers have encouraged people to become fans of their brand ambassador Mister T but this has led to him having more fans than the actual brand. Strangely on the back of this the brand is moving away from Mister T instead of embracing him!

By: Customer service or cold-calling in cyberspace? » Revert to Saved: Candid commentary on games, DVDs, music and technology by Craig Grannell

Thu, 29 Jul 2010 10:08:51 +0000

[...] service or cold-calling in cyberspace? On the Societal Web, Alison McClintock examines the reasoning behind modern corporations using software to find disgruntled customers online. As [...]

By: Amy Wislocki

Amy Wislocki — Wed, 28 Jul 2010 14:18:50 +0000

B2B companies who use social media to their full advantage now will enjoy a huge advantage over competitors in their sector – compared to the use of social media in B2C, this is still in its infancy, and there is much potential to be exploited.

Great article – ignore at your peril!

By: suewardle

suewardle — Wed, 28 Jul 2010 02:02:56 +0000

It is interesting that many companies have focused on whether social media can be used as another (cheaper) marketing channel, but have missed the customer service benefits that can be gained, often just by listening. As well as dealing with disgruntled customers, listening to unsolicited feedback online can provide invaluable insight and customer understanding too.

Great article, thanks!