Know-How Exchange : Student Questions

One current trend that hasn't had much written on yet is use of social media for customer service/satisfaction. One company local to me is Armstrong. They use Twitter for customers to report issues. You could compare using social media versus traditional methods - phone centers, etc. Social media is difficult to get right for sales and promotion arena and many companies companies fail - sometimes their efforts result in a negative effect (you can discuss some of the failures). People on social media don't want to be sold to - they are looking for "free" stuff - information to their likings, not self-serving information on a company's products or coupons or sales. Companies are having success with customer service. Companies can gather "market information" using social media. How might these media be used for gaining insight on customer satisfaction and service quality? How might they be used to enhance customer satisfaction and service quality?

I hope this helps.

Wayde

WHAT???

Of course, if you just use the internet to search, you won't find much that is of great quality. Or if you look through paper magazines, you may not find much unless you have the right magazines. You have to use an article tool such as ProQuest or EBSCOHost. I used EBSCOHost -and was able to find 30 articles pertinent to this topic. Took me about an hour. Here's what I came up with:

Search String: Social Media in Business

1.All that Twitters...
By: COLLINGS, OLIVIA. B&T Magazine, 3/6/2009, Vol. 59 Issue 2686, p8-8
2.MARKETING NEWS' DIGITAL HANDBOOK.
Marketing News, 4/30/2009, Vol. 43 Issue 9, p09-18, 10p, 9 color
3.Lessons from the Amazon, Domino's Debacles.
By: Ochman, B. L.. Business Week Online, 4/20/2009, p12-12, 1p
4.WHY B-TO-B OUGHT TO LOVE SOCIAL MEDIA.
By: Bernoff, Josh. Marketing News, 4/15/2009, Vol. 43 Issue 6, p20-20, 1p, 1 color
5.Big agencies face challenge from social-media upstarts.
Advertising Age, 4/13/2009, Vol. 80 Issue 13, p12-12, 1/4p
6.10 Twitter tips from early federal adopters.
By: Marsan, Carolyn Duffy. Network World, 4/13/2009, Vol. 26 Issue 14, p12-32, 2p
7.First Steps Are Always Critical.
By: Goldenerg, Barton. CRM Magazine, Apr2009, Vol. 13 Issue 4, p10-10, 1p
8.Being Sociable.
By: Goral, Tim. University Business, Apr2009, Vol. 12 Issue 4, p4-4, 1p
9.Social media works, but be smart about it.
By: Beau, Emilie Le. Crain's Chicago Business, 3/30/2009, Vol. 32 Issue 13, p17-17, 1/5p
10.Unleash the power.
By: Easen, Nick. Travel Weekly (UK), 3/27/2009, p51-52, 2p
11.Follow executives on Twitter
By: Jefferson Graham; Jon Swartz; Ed Baig. USA Today, 03/24/2009
12.S.A.M. - The three-part process of social media marketing.
By: RAMIREZ, MAURICE A.. Hudson Valley Business Journal, 3/23/2009, Vol. 19 Issue 12, p25-27
13.Skittles dumps homepage to open up to social media platforms.
Media Week, 3/17/2009 Issue 1200, p18-18
14.Social networking Web sites can help--or hurt a business' reputation.
By: Linsalata, Vera. Tire Business, 3/16/2009, Vol. 26 Issue 25, p1-18
15.Brand identities at risk as fakers take their place on Twitter.
By: McEleny, Charlotte. New Media Age, 3/12/2009, p04-04

Search String: Social Media for Customer Satisfaction

16.Consumers Using Social Media to Share Customer Care Experiences.
Teller Vision, Dec2008 Issue 1376, p4-4
17.The Unintended Consequences of Social Media and the Hospitality Industry.
By: Kasavana, Michael L.. Hospitality Upgrade, Autumn2008, p122-130
18 – 24. Blogging, social media & customer service (Part 1-7). (Actually 7 articles!)
By: Susan Getgood. Marketing Roadmaps, 6/26-2008 - 7/ 6/2008, 7p
25.Impact of Facebook, MySpace Hits Brand-Consumer Dynamic.
By: Newman, Eric. Brandweek, 11/26/2007, Vol. 48 Issue 43, p5-5
26.Time to Embrace New Web 2.0 Trends.
Point for Credit Union Research & Advice, 8/1/2007, p24-24

Search String: Social Media for Service Quality

27.Keeping Score.
By: Steggles, Andy. Associations Now, Jan2009, Vol. 5 Issue 1, p34-43
28.HYPE LOOK GOOD ONLINE.
By: Jantsch, John. Entrepreneur, Dec2008, Vol. 36 Issue 12, p106-106
29.Consumer opinion can do more harm than good at times.
By: Howell, Nic. New Media Age, 11/6/2008, p02-02

Search String: Twitter for customer service

30.Twitter and Google as customer service tools.
MarketWatch: Global Round-up, Mar2009, Vol. 8 Issue 3, p253-255

Wayde