Customer Service 2.0

There has been a lot written about the changing role of the consumer and the fact that consumers can now 'control' their connections, creativity, content.

This has meant that there is effectively nowhere to hide anymore for individuals, brands and businesses where there is any GAP between what you say and how you Act.

Specifically the emergence of consumers who are very happy to publish previously private correspondence between them and a company or utility that has not lived up to their expectations or handled their complaint or inquiry to the level of satisfaction they desired - the web it littered with correspondence posted up on various blogs and to be frank many of these companies deserve the bad publicity. They have rested for too long on their laurels not caring about their customers.

However, its not all bad news if you are forward thinking company who embraces change and wants to listen and help your customers, and cares what they think about you, and even see's the opportunity to turn a disgruntled customer in to an advocate, or a customer who needs help - take a look at Getsatisfaction, there is a much more in depth review on e-consultancy's blog but you get the idea.





It's a new site that helps customer service and customers get together and sort out their problems. If a company has signed up when a customer posts a complaint then a customer service representative can respond directly to them. Quite why its so hard to do that in the first place who knows but well done to the team for creating this service.