Today it was announced that Consumers Union, the non-profit publisher of Consumer Reports, has purchased our favorite crime-fighting blog, The Consumerist. What does this mean? No more biting and snarky attacks on evil-doer-corps? Will the scrappy bloggers have to trade their knit caps and flip flops for blue blazers and Dockers? They are claiming no, [...]
Yes, it makes a sound, because everyone is around to hear it today. I just knew there was a reason I followed Dave Winer on Twitter. It’s to discover new services like Tweetree – a new “firehose” service that lets you view more associated content in-stream and in context with the thread. Pretty cool so [...]
I love this story because it shows the raw power of social media when used by smart entrepreneurs: Three up-and-coming resturanteurs have the idea to serve late-night Korean BBQ from a taco truck and broadcast their roaming locations via Twitter and their blog. A mere thirty days later, it is the talk of L.A. with [...]
Oh yeah! If you’re reading this, it means you probably already drank the social media response Kool-Aid or at least had a sip. How does it taste? If you answered something like “overwhelming” or “time-consuming” consider this: The guests at your party like to drink the Kool-Aid too. Do you want to spend the whole [...]
Over on his blog, Jamie Scheu writes about social media response hero, Scott Monty (Head of Social Media at Ford), and how he’s been inundated with tweets about the recent auto industry bailouts. Great case study for times when response can get tricky. It’s funny Jamie posted this today, because just a few days ago, [...]
For anyone who still thinks Twitter is just a geek-driven, flavor of the month (year? years…?), look again. As Michael Arrington writes today on TechCrunch, they’ve just beat out Myspace to become the second third-party service to integrate Google’s new Friend Connect – and the announcement solidifies Twitter’s position as it continues to grow with [...]
Are we headed toward the Customer Service Revolution? I think we finally are. As brick and mortar stores become less necessary, the old adage: the customer is always right will begin to resurface. I recently had a fabulous shopping experience with an Amazon.com vendor, Shop at Clares. I had ordered a high-end ironing board. I [...]
In stark contrast to my experience this weekend with “Krupstomer Service,” I received a delightful response from Peet’s Coffee today. I had emailed via a Contact link on the website, just like Krups, but in this case, a human being emailed me back, referred to my specific question told me she’s already sent me a [...]
Today I had the pleasure of logging a complaint on KrupsUSA.com about my coffee maker. After an abnormally clunky “Ask A Question” process including several attempts to “answer” my question (read: don’t send us an email), I was able to submit. Within an impressive 30 minutes, I received an auto-response email advising me about their [...]