Yesterday I wanted to speak to Vodafone about upgrading my contract. I personally didn’t have the time to go through the automated phone service before eventually being put on hold which seems to be the normal course when phoning them. I thought the quickest way was to send an e-mail asking my question, but this also seemed to have issues. Their website was having problems and kept crashing on the Contact Us page. So I thought I would try contacting them through Social Media. I found the official Twitter page, sent my message and within 30 minutes they had sent me a personal e-mail answering my question and my new phone arrives tomorrow!
Your online brand is extremely important to monitor and manage. Having negative listings in the results of a search engine could be enough to have prospects steer away, leave your existing customers in a state of panic, and damage your brand.
The Effects of Bad Customer Service On-Line
Let’s take a look at United Airlines, angry passenger created a music video about his guitar being broken during a trip using the airline. Dave Carroll, a Canadian Musician spent almost 12 months trying to get compensation from United Airlines but when he received no response he decided to write a song about how they broke his guitar. The video was uploaded onto YouTube wand has now had almost 6 million views to date.

Not only did this video go viral in nature, but even doing a search in Google for United Airlines showed the video on page one of the search engine. So with 5,791,610 views, 36,456 ratings, 27,567 users adding this video to their favourites, and 2,240,000 monthly searches in Google for the term United Airlines, this simple 4-minute, 36-second video clip reputedly cost United Airlines millions.
An Example of Good Service
Dell is another good example, they now use Twitter not only to let people know about deals but also to interact with customers. Recently a customer used Twitter to complain about the difficulties of getting through to the company by phone, Dell responded to the customer immediately and resolved the query allowing the customer to leave positive comment on-line.
Summary
Social Media is not really something you can set up and forget. You need to monitor, listen and participate. The challenge is finding the time to respond to threads and tweets. Knowing where to start is half the challenge, LinkedIn, MySpace, YouTube, Twitter and Facebook? The list goes on and on and it is important to understand that different social networks attract different types of people.
Social Media is now being adopted by more and more companies as part of their customer relations and is set to continue to grow in 2010. The use of Social Media is changing the way companies manage and monitor their brands, with positive and proactive communications companies are able to protect their brands.







