In our article ‘Social Customer Service and the Contact Centre‘ we explored how customer service has a wider reach thanks to the ability to share good or bad experience over social network.
A recent post on Reddit (one of the biggest forum site on the internet) demonstrate how contact centre staff can provide excellent customer service, increase brand awareness AND have fun in the process.
To give this post a little more context Reddit moderate its content via a system of upvotes and downvotes, each requiring users to view the content and make a decision on either to upvote (if they like) the post or down vote (if they dislike it), from a customer service and marketing point of view within 3 hours of being posted over 7000 people (excluding those that have shared the screen grab via other social networks) has interacted with this posters positive experience with Netflix. The important thing to take away from this is that this example is not restricted to good customer experience, it could just as easily be applied to bad customer experience either over the phone or in person. Save to say, the importance of good creative customer service is now more vital than ever.