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Customer Service Goes Social

2010 SXSWi Future 15 with Melanie Baker

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Unexpected thoughts about customer service

  • Mar 17, 2010

Biggest Takeaway

  • Customers will get a hold of you when they want in the method they want (and you have to be ready for that)
  • Everyone in your organization should be enabled for involvement in customer service

I'm a bit of a customer service geek, so I was excited to hear someone speak specifically about customer service within the context of social media.  My summary of the presentation is below:

  • You (anyone interacting with a customer) are responsible for how customers take your business out into the world; how/what they share through word-of-mouth.
  • Organizations have to trust that the conversation is taken care of regardless of where it is happening.
  • Once customers contact you, they will have access to your culture and that will also affect how they perceive your organization.  
  • Not all feedback is created equal; a lot of feedback will likely be from edge cases...people who are really happy or really angry, for example.  You have to understand how to analyze the data once you get it.
  • Saying yes is not always good customer service, especially if you're saying yes to something you can't really commit to.  If you have to say no, make sure you say no the right way.  For example, not right now, come back in six months, etc.

It is clear Melanie knows her stuff, but the delivery itself fell a little short.  There were no slides or supporting materials for the presentation; she just talked for 15 minutes.  I'm big on presenting with a little personality, humor, etc. and this presentation didn't have that.  


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Quick Tip by . March 11, 2010
posted in SXSW on Lunch
As someone who has worked in both the customer service & social media industry, I'm excited to hear what has to be said at this panel #sxsw
About the reviewer
Jodi Henderson ()
Ranked #3
I geek out over LOTR, Harry Potter, film music, the Internet and office supplies. (Yes, office supplies.) I also love my iPhone, MacBook, reading and learning.
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Event Description:
Community-focused culture is changing relationships between companies and customers and how they work together. Customers/users are becoming community members, a more active role beneficial to everyone involved.We'll discuss evolving customer service, integration into company culture, adoption curve, different challenges depending on business/community type, and balancing service with selling.

Hilton D
Tuesday, March 16 at 11:40 AM
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Date(s): Tuesday March 16

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