Member Since: 6th Jan 2015
MyCustomer's resident Community Editor - hello!
As well as tending to MyCustomer's social media accounts and writing about what our community is up to, I'm also a short haul jet-setter and hoarder of craft beers.
Community Editor Sift Media
22nd Feb 2016
I think it depends on the type of response you get back - I see it as polite for a company to acknowledge all feedback they receive, as to me that shows they're more likely to act on it, but I agree that sometimes it can just be seen as them being defensive or making a cursory effort rather than having an intention of acting on the comments they've received. I appreciate that it's hard to strike the right tone when responding to negative feedback though!
17th Dec 2015
Absolutely agree Joshua - I think too often the focus of social media for businesses is merely to promote products and content rather than actually engaging with audiences; it's strange how much people don't take their own online habits into account when marketing via social media!
11th Mar 2015
From Jon Burg:
This is really all about retail, and eRetail in particular. However, I'm not sure that Facebook is going to see a strong lift in purchases with this move. Many companies have tried f-commerce, and the results were generally underwhelming.
11th Mar 2015
Some good points from Liz York:
I believe the important key here is to provide answers exactly where your customers need them, which is usually not at a help center or support center knowledgebase that is divorced from a website or web app experience (and away from where companies drive revenue). By bringing knowledge to the point of action, customers are better able to self serve, which lowers your number of support tickets, lowering support costs and driving conversions.