Making the Business Case for Social CRM
Negative customer experiences can quickly go viral so companies need to prepare for social media.
Social media is a risky place for a business to be bad customer service experiences can go from trending Tweet to millions of views on YouTube in no time. As this Tech Target story points out, this serves to illustrate the importance of having a business strategy for dealing with social channels.
"Consider, when director Kevin Smith was kicked off a Southwest flight for being overweight, Smith retaliated by tweeting about the unfair treatment and rallying his million-plus fans on Twitter.
"An unhappy customer of United Airlines took to YouTube to share his feelings about Uniteds baggage handling practices with a self-recorded video titled United Breaks Guitars.