When I, Chris Abraham, receive bad customer service, I used to call, I used to write, I even used to email. Now, I blog. So do other angry customers.
There’s no denying the power that social media wields when it comes to giving the “little guy/gal” a voice. Time after time we’ve seen Internet users turn into screaming mob ready to storm the gates of a business with virtual torches and pitch forks, all because a company wanted to save a few bucks or got a little overzealous in their exercise of corporate power. Via Search Engine Guide
Case-in-point is my hate-blogging about Media Temple. I really was not getting the kind of attention and solution I was hoping for (and I never did, and by the end, I expected “bending over backwards”) so after the nth email, I blogged my complaint. The Director of Customer Support called me within hours.
Is it me or is the response I received after sending Media Temple a desperate request for help with regards to slow server response times and the email I received from Six Apart totally dismissive and not doing a very good job at all of answering my questions, meeting my needs, or resolving my problem — the tone is, “this issue is not our problem.” You bet your grid it is.
The reply was almost immediate and from their top dog, Andrew, via call and comment:
I just tried to call you, please call me at 877-578-4000 and ask for me.
{ 3 comments }
HAHAH..this is an interesting example of using your blog to get STUFF DONE!..BUT, If you cry wolf too many times on your blog..POOF, there goes your reputation/credibility. keep in mind many companies have their own blogs…it’s only a matter of time before bloggers claiming to be technologists and marketing consultants start getting targeted by corporations in their corporate blogs as frauds…not saying you’re a fraud, just saying it will be interesting when corporations start including clauses that allow them to blog about you in their privacy statements..then the blogosphere is no longer tilted in the lil-guy’s favor.
Yeah, but I bet that I am especially dangerous to them because I am shameless and becoming more fearless all the time.
At that point it will be fun, and I will still win the wars on Google, Yahoo!, and MSN, where their reputation is so much more vulnerable :)
Anyway, I look forward to your world because then the blogosphere will be an amazing game of chicken!
HAHAHA! Well, don’t discount corporations’ MASSIVE reach..go look at the comments and pingbacks on the dreamhost or mediatemple blogs..pretty impressive and could be a formidable opponent in the google battle..+ they have built in credibility. Just playing devil’s advocate here as obviously at this point in the game, Corps don’t use that kind of leverage.
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