Last week we looked at the Customer Service Theatre that follows a hyper-vigilant Seal Team Six intervention on social media. This week, we should look at the much more pernicious problem of Customer Hide and Seek.
We all know this game because we all play this game. It goes something like this: I have a question/problem/complaint and I would like to share that with the company that sold me the product. So I’m going to visit the website. And I’m going to look for an email or a toll-free number.
If you are like most companies, you will fail to provide that information. So I will either go rooting around on your Investor Relations page to find a contact email, or I will head to social media and try to get Seal Team Six to respond. Read the rest of this entry »