As a social media specialist, I’ve emphasised the importance of using the platform for online reputation management and customer engagement to clients for years, but have never before been on the other end. Until last week.

To make a long, frustrating story short, I had dealt with some pretty awful customer service from two separate Comcast reps, where I felt I was being upsold to a more expensive package, and the package that was available online suddenly was not available. After what seemed like an afternoon wasted on dealing with the issue, I cancelled my order and did what any Internet-obsessed person would do these days: I Tweeted.

Though I did technically direct the Tweet to the cable company, I didn’t really think anyone would pay attention, let alone respond. It is really just more of a habit of including someone’s Twitter name, if it’s available. But, lo and behold, TWO minutes later, a Comcast staffer Tweeted me back.

TWO MINUTES! I wouldn’t have been able to reach an actual human on the phone had I called the 800 number trying to reach someone high up enough to complain to. And that hold music is not something anyone should have to listen to for longer than one minute. ComcastBonnie and I went back and forth a few times (it’s tough to explain everything when you only get 140 characters at a crack), and it ended with her giving me an e-mail address to explain the situation further, to try to get things resolved.

I e-mailed, as instructed, and couldn’t believe someone e-mailed back right away to say they’d look into the situation further. I assumed that was the end of it, that despite ComcastBonnie’s quick response and genuine concern, my case would be lost. However, I was called this morning (that’s right — someone called ME) and I can now say the issue is totally resolved and I will not be canceling my Internet (smart considering I sort of need it, you know, for work, for fun, for life …) and will be able to watch True Blood (aka @TrueBloodHBO) by next Sunday. Thank you, ComcastBonnie. Thank you, Twitter for making actual people who can make actual things happen accessible.

Let this be a lesson for all, no matter which side you’re on. Social media is becoming increasingly instrumental in reaching customers and companies. It’s easy to reach out and provide great customer service, thus maintaining a good online reputation. Don’t sit back and let people Tweet about being unhappy when you can make a difference.

Posted under Social Media

Shopping online, in the scheme of things, it is a pretty new experience.   Most people prefer to go to the store, walk the aisles and find what they are looking for. They want to be able to touch, feel and play with what they are about to buy. Not me, I am happy to just go to my computer and find what I am looking for using my web browser.

This week my family needed a new dishwasher and my wife and I could not find time to make it out to get one.  So, we decided to do the whole thing online with Sears. I have to say, Sears could not have made it any easier. They seem to have the perfect mix of traditional and online interactions.  Let me share with you some of the “High Points & Low Points” of dealing with Sears. I will do it in list form, as people like lists!

- When placing the order online with Sears I was able to pay a percent with Paypal, Gift Cards, a coupon and debit card. Yes I paid in one transaction with 4 different payments combined!

- I had a question, I clicked on the “Live Chat” and had someone answer a question about the item.

- There was a rebate available for the dishwasher. Their systems flagged it for me. Then after the purchase they sent me an email that had a hyperlink to it. I was able to complete the form, print and mail it all within minutes.

-I never got a confirmation call about when the dishwasher was going to be delivered. I decided to stay home to wait. Being the calm cool person I am I tweeted:

Sears quickly replied:

Then I posted:

I must say.. I was impressed. They responded to my tweet within 10 minutes and I got a calls in the same amount of time! Amazing, great save! They did great!

- The dishwasher was installed last night and it does not fit. Story of my life.  I called Sears this morning and alerted them to the issue.  An employee named Chris stayed on the phone with my wife and I for about 20 minutes and helped us find one that fit. He was great. After placing the order I got another call from Edwin. He stated his goal was to make sure everything is handled properly. He will be the single point of contact for the removal of the first dishwasher and the replacement of second dishwasher! He gave me his direct line, his hours, etc.

-Then I go a direct message via Twitter from @MySears…it said:

..hmmmm an automated DM.. not good.

As of this post, I am waiting for the second  dishwasher, Ill let you know how the rest of it goes.

Overall, I have to say my experience with Sears has been really good.  I really like the fact they have found a good mix of using tools like Paypal, Twitter, emails and  traditional live person customer service.

Posted under Uncategorized

I am back from SXSW. I had a blast. It was one of the best events I have ever been to. So many familiar faces, so many new faces. Im already looking forward to next year. So, let me tell you about my flight back  from Austin last night.

I arrived at the airport 90 minutes early to bard my Jet Blue flight to San Francisco.  I checked my bag, made it through security without setting off the buzzer. Which is always a good thing.  I waited patiently  for my flight to board, had some food from Salt Lick..waited…got a coke.. waited… waited… The flight was suppose to board at 6:30, leave at 6:56 and nothing.  At around 7:00ish I posted this to twitter:

I quickly got this tweet back from @JetBlue:

Oh and then @JetBlue got this:

Oh and this too:

Okay so you get the idea. I posted a frustrated tweet and got a quick response from Jet Blue via twitter.  Pretty cool, huh?

Well here is where the problem begins and I want to make something clear. My post  is not with the flight being late. Nor the “fix engine light” they were getting. I want them to take alllllllllll the time they need to make sure the plane is working. Check it five times for all I care. I just want to get home in one piece. My post is the lack of communication, service  and the fact that I am disappointed by @JetBlue.  If your going to place your brand on a site like Twitter, you need to be ready to react in a timely manner.  So back to the story with pretty twitter pictures.

So then I went to add @JetBlue. I couldn’t… I was blocked by them for some reason. I was a blocked user. So I posted these tweets:

Seems for some reason I couldn’t follow them to send a DM as they asked. Now this might be where the story ends, then I posted this:

Anyone want to bet what happened next? Right! I got this:

That is right! @southwestair who was at SXSW, at around 9:00ish at night, with very little mobile internet service,  was trying to help me! So after some Direct Messaging chatting and such it came to this:

So how awesome was Southwest Airlines? Offering to help, giving me flight options, even offering help the next day if I was stuck!  I was not even flying their airline! Oh and what about @JetBlue?

They did get back to me 5 minutes before we boarded with this Direct Message:

So my point here? Twitter is about real time customer service if your a brand. It is not about posting links all the time, cool videos or such. It is about dealing with your customer and creating positive brand awareness at that moment.   If you are a company, you see an unhappy customer out there,  you need to move quick  and communicate! @JetBlue could of said “got your tweet, will follow up soon” something to let me know they were working on it. Something..just let me know you have not forgot about me. Cause if you do not  your competition will do this:

Or worst..  people will talk about your brand on Twitter like this:

You Get the idea. Oh, here is a video I made while this was all going on..I did not even get into the TV issue, how the Jet Blue folks do not know about their Customer Service on Twitter,(it would of been cool  if they knew a little something about it) oh and check out the end where a passenger mentions  the headset issue. Oh and yes.. this was my first trip on Jet Blue.

So I did make it home about 3 hours later then planned..in one piece.  Oh and get this, two ladies say to me in the airport “Are you Dave Peck? We have been following you on Twitter.” Pretty cool huh? Things like that still blow my mind!

Posted under Blog