Janet Sullivan from JKS Webdesign shared her experiences with Viking. Chris Kieff from 1 Good Reason took us through the Nestle Social Media Meltdown Case Study and Devon Valenti shared learnings and best practices from CoPilot Live North America. A very special thank you to Carly Pearson from Axiom Communications Inc. for her help in making the event a success! Thanks, too, to Mike Menche, whom we missed, for his gracious support.
We touched on learnings from past Social Media Club North Jersey events. Namely, Urban Outfitters and Why Companies Should Consider Adopting a Social Media Policy, as Suzanne Herrmann Brock explained in April.
We also had a fascinating discussion around expectations of customer service responsiveness via social media - as consumers and as business people. Chris Kieff [Twitter: @ckieff] asked his Twitter followers who offered the following feedback:
@ckieff Depending on the industry, 2-3 business days. Some longer, especially if you know there's a lot of red tape around your answer.
@ckieff If they have twitter and fb, they need a social media policy. I expect a response within a few hours. Making me wait a day is rude.
@ckieff answer in 24 hours no excuse
@ckieff 24 hours tops.
Less than 4 hours - or they are dead to me RT @ckieff: Any more comments on how quickly you expect a company to respond via social media?
@ckieff Familiar with the sunset rule? Respond to all incoming communications before the end of they day
@ckieff my experience has been a response in either a few hours or not at all.
Our offline group expressed a bit more time tolerance, although we all emphatically stated that we expect acknowledgment and followup.
What's your take on the question?
While you're thinking, here is the presentation itself. I hope to add a video link with highlights from the presentation in the near future.
I love you. I hate you. Customer Feedback in a Social WorldNote: you can find links to the videos I played in Simplifying Social Media. For Research, Connection & Differentiation.