Social media: Prevention is better than cure
JUNE 1, 2010
It’s also the long tail of boring, low profile gripes that fester unanswered. Seriously: how many of your customers will go to the trouble of finding the phone number of your call centre, navigate through your infuriating IVR, wait on hold for 15 minutes while listening to your inane music (or worse, ads), then explain their problem umpteen times as they get flick passed around the office. My previous article, Social media: It’s not about the technology!