Comments on: How social media can hurt business relationships http://www.businessesgrow.com/2009/12/20/how-social-media-can-hurt-business-relationships/ Marketing. Social Media. Humanity. Wed, 08 Feb 2012 11:22:00 +0000 hourly 1 http://wordpress.org/?v=3.3.1 By: Mark http://www.businessesgrow.com/2009/12/20/how-social-media-can-hurt-business-relationships/#comment-6504 Mark Tue, 28 Sep 2010 15:40:10 +0000 http://businessesgrow.com/?p=1117#comment-6504 @Aaron -- Superb point. Thanks! @Aaron — Superb point. Thanks!

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]]> By: Aaron http://www.businessesgrow.com/2009/12/20/how-social-media-can-hurt-business-relationships/#comment-6503 Aaron Tue, 28 Sep 2010 15:05:53 +0000 http://businessesgrow.com/?p=1117#comment-6503 Mark - great points! I think another thing to piggyback off of point #4 is that even having an inexperienced person/person who lacks a professional online presence can hurt too. What I mean by this is that having someone who is neither experienced in CRM/Customer Service or social media can be disastrous. Too many spelling errors, not telling employees about SM promotions can quickly kill a company's SM rep. Mark – great points! I think another thing to piggyback off of point #4 is that even having an inexperienced person/person who lacks a professional online presence can hurt too.

What I mean by this is that having someone who is neither experienced in CRM/Customer Service or social media can be disastrous. Too many spelling errors, not telling employees about SM promotions can quickly kill a company’s SM rep.

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]]> By: Mark http://www.businessesgrow.com/2009/12/20/how-social-media-can-hurt-business-relationships/#comment-3923 Mark Mon, 03 May 2010 03:00:09 +0000 http://businessesgrow.com/?p=1117#comment-3923 @scott As a rule, complexity is not a benefit in an organization. Thanks for the interesting insight! @Brian. Absolutely agree! @scott As a rule, complexity is not a benefit in an organization. Thanks for the interesting insight!

@Brian. Absolutely agree!

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]]> By: Scott Cowley http://www.businessesgrow.com/2009/12/20/how-social-media-can-hurt-business-relationships/#comment-3921 Scott Cowley Mon, 03 May 2010 02:37:46 +0000 http://businessesgrow.com/?p=1117#comment-3921 Point #5 really hits home with me. I've often thought that the social media power pendulum is swung too far to the side of the consumer. Because it's still new, companies don't want to look foolish on social media so they end up overvaluing customers, which means that those with legitimate complaints end up getting overlooked. Some companies, in an effort to curb the gaming, have developed complex social CRMs that place a value on the customer, rather than the complaint, so that unless you've built up a respectable following, your complaint is still going to go unnoticed. Point #5 really hits home with me. I’ve often thought that the social media power pendulum is swung too far to the side of the consumer. Because it’s still new, companies don’t want to look foolish on social media so they end up overvaluing customers, which means that those with legitimate complaints end up getting overlooked.

Some companies, in an effort to curb the gaming, have developed complex social CRMs that place a value on the customer, rather than the complaint, so that unless you’ve built up a respectable following, your complaint is still going to go unnoticed.

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]]> By: Brian Ellis http://www.businessesgrow.com/2009/12/20/how-social-media-can-hurt-business-relationships/#comment-3920 Brian Ellis Mon, 03 May 2010 02:31:43 +0000 http://businessesgrow.com/?p=1117#comment-3920 Regarding point 1): watch the Comcast accounts on Twitter. They have found a way to do customer service the right way within the confines of social media. All question are handled quickly and friendly. Point one is a very valid point, I just wanted to put in that there are those we can learn from. Regarding point 1): watch the Comcast accounts on Twitter. They have found a way to do customer service the right way within the confines of social media. All question are handled quickly and friendly. Point one is a very valid point, I just wanted to put in that there are those we can learn from.

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]]> By: Mark http://www.businessesgrow.com/2009/12/20/how-social-media-can-hurt-business-relationships/#comment-1566 Mark Mon, 21 Dec 2009 15:44:05 +0000 http://businessesgrow.com/?p=1117#comment-1566 @ Joseph Nice addition, Thanks. @ Joseph Nice addition, Thanks.

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]]> By: Joseph Fiore http://www.businessesgrow.com/2009/12/20/how-social-media-can-hurt-business-relationships/#comment-1565 Joseph Fiore Mon, 21 Dec 2009 14:13:55 +0000 http://businessesgrow.com/?p=1117#comment-1565 Excellent observations Mark! I'd have to say being too "pitchy" in any type of communication in the social Web is where most people continue to get tripped up. For all the good that might come from an alternate customer service future where companies and brands will come ringing at our doorstep to resolve and cater to our every whim and need, the social Web can also be this perfect storm scenario for shameless self-perpetuation of hype and/or egos. While there are many <a href="http://socialmediab2b.com/2009/12/monitoring-b2b-lead-generation/" rel="nofollow">well-meaning attempts</a> being made to engage and participate in the social Web, approach and tact will always be scrutinized under intense magnification. Joseph @RepuTrack Excellent observations Mark!

I’d have to say being too “pitchy” in any type of communication in the social Web is where most people continue to get tripped up. For all the good that might come from an alternate customer service future where companies and brands will come ringing at our doorstep to resolve and cater to our every whim and need, the social Web can also be this perfect storm scenario for shameless self-perpetuation of hype and/or egos. While there are many well-meaning attempts being made to engage and participate in the social Web, approach and tact will always be scrutinized under intense magnification.

Joseph
@RepuTrack

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