Wednesday, September 9, 2009
Enough Already! Listen and Respond, Remember You are Here for Me
As a consumer, when I am working through a product/service issue online (yes, it's me the customer working through it on my own time, while someone from the company better be listening. Listening = table stakes) - so anyway, I'm working through my product issue online, I definitely want to "speak" to an individual from the company...preferrably knowledgeable, but doesn't necessarily need to be an individual with her own online brand.
I just need someone from the company (that is capable of helping me resolve my product issue) actually listening and helping me. I can search on the person and the product, I can see what others have to say about their assistance. I want customer service from a human that will listen and is empowered to resolve - I don't want to talk to the man.
I'm not so concerned about the person's online brand.
Now I say that, but really their reputation really does matter to me, because I want to hear if others trust them. I'll ask people in my communities. The crowd will tell and I'll be listening. I figure, if they have helped others in my communities, they probably will be able to help me and I'm not going to waste my time or effort reaching out to a company that isn't listening and responding (yep, table stakes.)
I don't want someone focused on promoting their personal brand or cramming a corporate marketing message down my throat, I need help with my product NOW.
But's it complicated...I want someone that is cognizant that their actions actually speak louder than their words and that they realize the community sourced digital depictation of their online interactions matter more to me than any blog post they have keyed and most importantly, through that quick "online gut check" scan I do by asking Twitter, Googling, checking Get Satifaction, etc. that I consistently see their focus is me. So, is this company spokesperson "one of us"? Is he a trusted member of our community?
I'm looking for the company's Trust Agent. Because, Trust Agents* know it's all about me - the customer.
Done with my rant...
I'm just finishing up Chris Brogan(@chrisbrogan) and Julien Smith's (@julien) book: Trust Agents and it was the stimulus for this piece. I'll write a few posts on my thoughts about their insightful, timely book in the next few weeks. I definitely recommend it.
*Use Promo Code: BHB9149B for 30% off now through September 14.