Social media monitoring is a customer service game changer

Social media montoring is something that all companies should be doing.  If people are talking about your company, positive or negative, you can either put your head in the sand or engage with it.

At my role at AccuQuote , I receive approximately a dozen cold calls per day. Usually I’m nice, but by the end of the day my patience is thin.

Today , I received a cold call from Michele at Ion Interactive about attending their sponsored landing page optimization seminar in downtown Chicago next week. I knew about it from their previous emails, and already knew we weren’t going to attend. When I declined the invite for myself (I’ll be out of town) and my team (who is up to their ears using Omniture’s Test and Target), she chuckled in a way that I received negatively before she hung up. Maybe I would have reacted differently earlier in the day… who knows.

I Tweeted about it, and got a response back from Michele within a few minutes! She appologized and asked what she could do for me.

It turns out that I had listened to a great Dishy Mix interview with their EVP, Anny Talerico, not too long ago. At Ion Interactive, they published a book called “Honest Seduction”, which has been highly recommended.

I asked for a copy of the book, and Michele was happy to send me a copy.

This is a perfect example of how monitoring the chatter about your company can turn a negative impression into a brand evangelist.

Ion Interactive and especially Michele,

Thank you!