I Want You to Want Me
Empowering contact center excellence for 30 years!

I Want You to Want Me

Social Media EngagementIf you allow customers to post on your social media platforms, then check those platforms daily. The whole point of social media is a conversation and a conversation takes at least two people – it is not a one-way operation. Have a company Facebook page? Check it at least twice a day and reply to customers’ complaints, questions, and praise immediately. Using Twitter? Pay attention to your account and engage daily. Don’t want to? Then what’s the point of being on any social media??

There was an ongoing download problem with my credit union. Getting nowhere on the phone, I posted the technical issue on their Facebook page. Thirteen (count’em 13) days later, I get this reply to the post: Someone will be back with you soon. Hmmmm.

Also read: I never check my email #wtf

Topics: Social Media, Customer Experience


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Does your contact center have a policy regarding allowing agents who wish to apply for internal company positions outside the contact center?

No, we don’t have a formal policy
Yes, agents must work in the contact center for at least 1 year before applying for other positions
Yes, agents must work in the contact center for at least 6 months before applying for other positions
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