Lately I ‘ve read about companies monitoring social media to provide immediate response to complaints and feedback. I’ve yet to experience this.
Recently I used Facebook and Twitter to write about problems with Air Canada and Ruby Tuesday. I got help from friends in my network with the Air Canada problem but never heard from the carrier. More recently my remarks about terrible service at the Orlando Airport Ruby Tuesday must have flown under radar. I heard nothing (and I am a fan of the chain, but not that particular location).
There is often a big gap between what we read and what is commonly happening. While some leading edge companies might be using social media, you can’t yet count on it to get the assistance or attention you desire.
And if you aren’t monitoring what’s being said and written about you or your company on the internet, you can still be a relatively early adopter by doing so.
Mark! So sorry we missed your comment about the Orlando location. I sent you a tweet about it from @gavinbaker as well to follow up but what happened? Feel free to email me if you’d prefer and we’ll get this taken care of.
Gavin Baker
Ruby Tuesday, Inc
gbaker@rubytuesday.com
Hi Mark,
You are right… while there are more & more companies every day who are expanding their customer support to include the social web (listening & engaging), it is still a minority (but a fast growing one).
There are many awesome brands that we work with who exemplify best practices like Dell, Comcast, UPS, Embarq, Intuit, etc., who are very alert & responsive to online customer issues. The list is growing in Canada as well and even in the next month or two there are well known Canadian brands who will be jumping online to help support & engage in conversations with their customers.
You are right though; the gap is still big. Good to see Ruby Tuesday responding above.
Cheers,
Marcel
CEO, Radian6