NEW YEAR COUNTDOWN (Day -14, Caribou Coffee, Jordan. Social Media = Customer Service.)
Social Media is fast becoming the channel for queries and complaints from customers. How can you ensure customers are happier?
Big thank you to Ali Abdulhadi from Jordan for providing this example!
Ali ordered a muffin and unfortunately found an egg shell in it. He took a picture and tweeted to both Caribou Coffee Global and Caribou Coffee Middle East accounts. The global account ignored him and the Middle East account retweeted his tweet without an apology nor any form of rectification.
This is the retweet from Caribou Coffe Middle East:
Since many people choose to tweet rather than calling customer service, the speed of responses by social media community managers and coordination between local offices and global HQ are more important than ever.