Comments on: Why blogging and moaning works http://www.markpack.org.uk/why-blogging-and-moaning-works/ Mark's blog about politics, technology and history Thu, 29 Jul 2010 00:54:47 +0000 http://wordpress.org/?v=2.9.2 hourly 1 By: Tom Messett http://www.markpack.org.uk/why-blogging-and-moaning-works/comment-page-1/#comment-3164 Tom Messett Thu, 11 Feb 2010 17:32:42 +0000 http://www.markpack.org.uk/?p=8003#comment-3164 That is true, maybe this will ultimatley lead to a more constructive online dialouge. However, it will be interesting to see how PR departments evolve to meet these needs, at the moment you state that the success of online customer service comes from the fact it is managed by the press team, will this continue in the future and how will press teams cope? That is true, maybe this will ultimatley lead to a more constructive online dialouge. However, it will be interesting to see how PR departments evolve to meet these needs, at the moment you state that the success of online customer service comes from the fact it is managed by the press team, will this continue in the future and how will press teams cope?

]]> By: Mark Pack http://www.markpack.org.uk/why-blogging-and-moaning-works/comment-page-1/#comment-2947 Mark Pack Tue, 09 Feb 2010 19:08:26 +0000 http://www.markpack.org.uk/?p=8003#comment-2947 The point you make in your own blog post about people holding back because you never quite know when business paths will cross is a good one. Though if it makes people comment in a less angry and more "here's how you can fix it" way, I think that's probably for the good - and actually does future business prospects no harm. The point you make in your own blog post about people holding back because you never quite know when business paths will cross is a good one. Though if it makes people comment in a less angry and more "here's how you can fix it" way, I think that's probably for the good - and actually does future business prospects no harm.

]]> By: Tom Messett http://www.markpack.org.uk/why-blogging-and-moaning-works/comment-page-1/#comment-2943 Tom Messett Tue, 09 Feb 2010 17:37:45 +0000 http://www.markpack.org.uk/?p=8003#comment-2943 Hi Mark, Interesting post, it actually relates quite closely to a point I made yesterday on my blog about how people are now more aware of their social media footprints and that brands monitor this space, so, as such may behave differently online...(http://tomsideas.wordpress.com/2010/02/08/personal-brands-and-the-observer-effect/) It is actually an interesting question for the organisation, we all know that, as customers, we should recieve excellent service no matter if we are online, in store or on the phone but if we know, through experience, that we will recieve better service from the brand if we complain online then what is that going to do to that brand's image? Does it imply that they only care about us when we flame them publicly? Or does it show that their customer service is incompitent (as you mention) so we have to go to PR to get things done? - Either way that is a problem... cheers, Tom Hi Mark,

Interesting post, it actually relates quite closely to a point I made yesterday on my blog about how people are now more aware of their social media footprints and that brands monitor this space, so, as such may behave differently online...(http://tomsideas.wordpress.com/2010/02/08/personal-brands-and-the-observer-effect/) It is actually an interesting question for the organisation, we all know that, as customers, we should recieve excellent service no matter if we are online, in store or on the phone but if we know, through experience, that we will recieve better service from the brand if we complain online then what is that going to do to that brand's image? Does it imply that they only care about us when we flame them publicly? Or does it show that their customer service is incompitent (as you mention) so we have to go to PR to get things done? - Either way that is a problem...

cheers,

Tom

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