Fishing Equipment Store

How companies have Twitter's role for customer service all wrong

There is much being written now about the advantage of tweeting issues instead of calling company's customer service lines.  It speaks to a growing trend for companies to monitor Twitter streams for opportunities to ‘proactively' deal with issues. 

The concept started as companies began to understand the tremendous damage that can be caused when unaddressed issues go viral.  They are beginning to understand that the old research about service failures – that the average person will tell 8 people about a poor experience – no longer holds true.  The average person now has the capability to tell thousandsof people about their bad experience.  So the more progressive companies, like Zappo's, began to troll social media looking for unhappy people, then nipping issues in the bud before they could grow into something unmanageable.  So far, so good.

Now, however, it seems that companies are trying to expand their Twitter presence beyond just a service failure recovery role, into becoming a primary customer service tool, and this is a huge strategic error.  There are a few things to consider:

1.  Why wait for a tweet?  By the time people resort to Twitter, they are usually already frustrated beyond belief.  Research tells us that such delays in addressing issues is catastrophic for customer retention. 

2.  Companies are now using the same people who are on their customer service team to deal with Twitter issues.  These are often the same people who have already created much of the customers' frustration in the first place.  This will only serve to push customers away even more.

3.  Why drive customers to a tremendously public medium to air their dissatisfaction?  Why risk the negative publicity?

Should companies use Twitter for dealing with customer issues?  Absolutely – if they are prepared to do it well.  But Twitter complaints should really be viewed by a company as (no pun intended) the canary in the customer service mine.  Every Twitter complaint represents a service failure at some customer touchpoint.  It is there where a company should really be investing its time. 

About the Author

Shaun is CEO of The Belding Group of Companies, which helps organizations improve customer experience through customer service training and measurement.  He is recognized as one of the leading global experts on customer service, service recovery, employee performance and building positive workplaces.

Shaun is author of the global best-selling "Winning with the (customer, employee, boss, caller) from Hell" book series, published in 10 languages. His newest book - "Win at Work: navigate the nasties, get things done and get ahead" was released in Spring 2010.

Shaun speaks extensively on customer service, employee performance and positive workplaces. For more information, visit www.beldingskills.com

To sign up for his free weekly newsletter, Winning at Work, follow this link

Shoes to wear with a black polka dotted tube dress?

I have black low heel shoes something like this:

http://www.scorpioshoes.com/womens-3/casual-shoes-17/martens-amelia-womens-leather-mary-jane-9034-3014_medium.jpg

Or

Black boots like this:

http://thebootstudio.com/wp-content/themes/thesis_16b2/custom/rotator/findyourboot5.jpg

No trolls ♥
I'm leaning on black heels too
The dress can be formal or casual.

i like the black low heel shoes better because in my opion boots with skirts or dresses look slutty

pontoon boat test with 3 trolling motors

Wahoo Accessories Custom Trolling Shock Leaders $11.99 Wahoo Accessories Custom Trolling Shock Leaders Melton Wahoo Accessories, these items are available individually.

Kona IGFA 50H-WO Trolling Rod $629.99 Kona IGFA 50H-WO Trolling Rod Our Kona IGFA Trolling rods have been setting the pace in the high-end, big game business for the past fifteen years. The action, power, and design have been tested and proven on giant fish worldwide. Built on custom E-Glass blanks with AFTCO Black/Gold "Big Foot" guides. Every rod is triple hand wrapped in black, gold, and metallic blue thread and features a contoured hypalon grip and beautiful, hand tied chevron style diamond wrap. Our Kona IGFA 130C is the No. 1 choice of serious tournament anglers, having posted over 4 million dollars in tournament winnings in the last 5 years alone!

Tackle Kona IGFA 80 Trolling Rod $639.99 Tackle Kona IGFA 80 Trolling Rod Our Kona IGFA Trolling rods have been setting the pace in the high-end, big game business for the past fifteen years. The action, power, and design have been tested and proven on giant fish worldwide. Built on custom E-Glass blanks with AFTCO Black/Gold "Big Foot" guides. Every rod is triple hand wrapped in black, gold, and metallic blue thread and features a contoured hypalon grip and beautiful, hand tied chevron style diamond wrap. Our Kona IGFA 130C is the No. 1 choice of serious tournament anglers, having posted over 4 million dollars in tournament winnings in the last 5 years alone!

Trolling Motor, Minnkota Maxxum $778.99 TROLLING MOTOR, MINNKOTA MAXXUM

Lilfella Trolling Plate Trolling Plate-O.B. Motors To 25 Hp $61.59 Lilfella Trolling Plate Trolling Plate-O.B. Motors To 25 Hp Davis Instruments LilFella Trolling Plate - TROLLING PLATE-O.B. MOTORS TO 25 HP

Trolling Snubbers Weight Snubber W/Trolling Snap $9.32 Trolling Snubbers Weight Snubber W/Trolling Snap Attach between your downrigger cable and weight. The Scotty Trolling Snubber absorbs shock, provides electrical insulation and helps prevent snagging. Easy to grip.

Trolling Motor, Minn Kota, Edge $280.99 TROLLING MOTOR, MINN KOTA, EDGE

Trolling Motor, Minn Kota Edge $518.99 TROLLING MOTOR, MINN KOTA EDGE

Trolling Motor, Minn Kota, Fortrex $1082.99 TROLLING MOTOR, MINN KOTA, FORTREX

Trolling Motor, Minn Kota, Engine $934.99 TROLLING MOTOR, MINN KOTA, ENGINE

Trolling Motor, Minn Kota, Endura $238.99 TROLLING MOTOR, MINN KOTA, ENDURA

Tournament Series All Roller Stand-Up Trolling Rods Aluminum Butt RTS 5080-59 AR-UB Straig $389.99 Tournament Series All Roller Stand-Up Trolling Rods Aluminum Butt RTS 5080-59 AR-UB Straig Custom E-glass blanks built with EVA foregrips and straight or curved detachable black/gold aluminum butts. Black/Silver AFTCO "Wind-On" guides are triple wrapped for maximum durability. The 5080WO is certain to be our most popular rod for 2008, and is ideal if you target swordie's, big gulf Marlin or Yellowfin Tuna at "the lump". You will be hard pressed to find a better rod for the money.

Tournament Series All Roller Stand-Up Trolling Rods Aluminum Butt RTS 80100-59 AR-UB Strai $399.99 Tournament Series All Roller Stand-Up Trolling Rods Aluminum Butt RTS 80100-59 AR-UB Strai Custom E-glass blanks built with EVA foregrips and straight or curved detachable black/gold aluminum butts. Black/Silver AFTCO "Wind-On" guides are triple wrapped for maximum durability. The 5080WO is certain to be our most popular rod for 2008, and is ideal if you target swordie's, big gulf Marlin or Yellowfin Tuna at "the lump". You will be hard pressed to find a better rod for the money.

Florida Gulf Wind-On Stand-Up Trolling Rods Aluminum Butt Curved Butt $419.99 Florida Gulf Wind-On Stand-Up Trolling Rods Aluminum Butt Curved Butt Custom E-glass blanks built with EVA foregrips and straight or curved detachable black/gold aluminum butts. Black/Silver AFTCO "Wind-On" guides are triple wrapped for maximum durability. The 5080WO is certain to be our most popular rod for 2008, and is ideal if you target swordie's, big gulf Marlin or Yellowfin Tuna at "the lump". You will be hard pressed to find a better rod for the money.

Florida Gulf Wind-On Stand-Up Trolling Rods Aluminum Butt Straight Butt $429.99 Florida Gulf Wind-On Stand-Up Trolling Rods Aluminum Butt Straight Butt Custom E-glass blanks built with EVA foregrips and straight or curved detachable black/gold aluminum butts. Black/Silver AFTCO "Wind-On" guides are triple wrapped for maximum durability. The 5080WO is certain to be our most popular rod for 2008, and is ideal if you target swordie's, big gulf Marlin or Yellowfin Tuna at "the lump". You will be hard pressed to find a better rod for the money.

Trolling Motor, Fortrex 101/Us2, 45" $1192.99 TROLLING MOTOR, FORTREX 101/US2, 45"

P74 Trolling Motor/In-Hull Transducer $134.94 P74 Trolling Motor/In-Hull Transducer RAYMARINE 50/200 TROLLING MTR TRANSDUCER 500W DEPTH & TEMP

Sea Anchors Trolling Anchor-18 Dia. $58.94 Sea Anchors Trolling Anchor-18" Dia. Jim-Buoy Sea Anchors - TROLLING ANCHOR-18" DIA.

Sea Anchors Trolling Anchor-24 Dia. $62.94 Sea Anchors Trolling Anchor-24" Dia. Jim-Buoy Sea Anchors - TROLLING ANCHOR-24" DIA.

Trolling Motor Mounting Kit $12.94 Trolling Motor Mounting Kit Absorbs shock and protects electronics. Stainless-steel bolts, fender washers, and nylon lock nuts fit all trolling motors. Four per package.

---

Humminbird 570 DI Fishfinder $299.99 570 DISonar OnlyThe 570 DI features a high resolution 12 level grayscale 640V x 320H 5" display and DualBeam PLUS™ and Down Imaging™ sonar with 2400 Watts PTP power output.ADVANCED SONAR FEATURESSwitchfire SonarSplit Screen ZoomSelective Fish ID+Real Time Sonar RTS WindowSonar Echo EnhancementTrueArch TechnologyUSER-FRIENDLY TECHNOLOGYCustom View SelectionsCustom Digital Readout Selectio...

113H Special Senator High-Speed Reel $95.99 The Penn Special Senator, with faster gear ratios than the standard Penn Senator, is ideal for many fishing applications. The faster retrieve translates into less time cranking.Precision-Machined, Stainless Pinion GearHigh-Strength, Manganese-Bronze Main GearsMulti-Disc Star Drag SystemConvertible Power HandleSealed, Stainless Ball BearingsChrome Reinforced Side PlatesHeavy-Duty ClickerHigh-Streng...

Rigged Tuna Trolling Lures $10.00 Single Rigged Tuna chrome jet heads rigged on 5 ft. of 130lbs. Momoi mono with mustad 5/0 super tuna hook...

Custom embroidered small The Way to a Man's Heart Is Thru His Fly trolling fly design on long sleeve t-shirt Custom embroidered small The Way to a Man's Heart Is Thru His Fly trolling fly design on 6.1 oz. long sleeve preshrunk cotton t-shirt, seamless ribbed neck band & cuffs. (Ash is 99/1 cotton/poly & sport grey is 90/10 cotton/poly.) WHITE IN FLY IS STITCHED WITH GLOW-IN-THE-DARK THREAD! If no thread color changes are sent to us, design will be stitched as pictured in design detail picture unless ...

Custom embroidered small The Way to a Man's Heart Is Thru His Fly trolling fly design on ladies t-shirt Custom embroidered small The Way to a Man's Heart Is Thru His Fly trolling fly design on 6.1 oz. preshrunk 100% cotton ladies t-shirt, smaller seamless ribbed collar for a feminine look, proportioned with smaller sleeves & body, relaxed fit. WHITE IN FLY IS STITCHED WITH GLOW-IN-THE-DARK THREAD! If no thread color changes are sent to us, design will be stitched as pictured in design detail pictu...

Custom embroidered small The Way to a Man's Heart Is Thru His Fly trolling fly design on polo shirt Custom embroidered small The Way to a Man's Heart Is Thru His Fly trolling fly design on 5.6 oz 50/50 jersey-knit (like t-shirt) polo shirt (S-4XL white is 6.1 oz 100% cotton), ribbed knit collar and cuffs, 3-button clean-finished placket. WHITE IN FLY IS STITCHED WITH GLOW-IN-THE-DARK THREAD! If no thread color changes are sent to us, design will be stitched as pictured in design detail pictur...

Rod Building Guide: Fly, Spinning, Casting, Trolling $9.26 ...

Social aspects of Pacific pelagic fisheries (JIMAR contribution) ...

---