A great example of Reputation Management in Social Media

I was recently in minor car accident and so had to deal with the intimidating sometimes too bureaucratic insurance companies. Yet to my pleasant surprise, it felt as though I was the only one on the planet they were servicing to… calling me twice a day and sending emails to make sure the process was complete!

The great post by Off Madison Ave exemplifies the importance of customer service or rather reputation management in the social media realm just the same. I mean, Swurl’s proactive approach to the blogosphere’s references about their brand or service is exactly what social media for brands is all about, joining in on the conversation especially when it is about you!  In almost all cases it brings about a positive reaction in the initially unsatisfied or critical user/customer and expresses the dedication you have to your business and clients.

I suppose receiving an unexpected comment on your blog from a business management team, out of the many hundreds of millions of blog posts out there, may make you feel as I did when the insurance agent surprisingly returned a call an hour later…pleasantly heard and responded to! Very cool :)

Comments

[Eric Reid]

Thanks for the notice! And it's good to hear about your insurance company's response - I think it does show how things are turning towards accepting and using social for customer service.

I do think this is how businesses will have to react, now that social media is a reality for everyone. It will show the world that they either get it or don't get it. Much the same way building a web site twelve years ago.