Fortunately or unfortunately I have just had the opportunity to ride out Hurricane Iselle on Maui. Now don't feel too sorry for me. The last few days have been incredible and honestly we dodged a major bullet as it looks like the storm has veered west southwest of the islands.
That all said the most impressive aspect of this whole experience has been how well we have been able communicate with our chosen airlines and hotels via Social Media.
From Airlines flight updates and personal responses to our enquiries via Facebook and Twitter to the five minute response time from our hotel on the big island regarding potential changes to out reservations. All I can say is I am impressed. There is no doubt that Social Customer Service has come of age.
So what's the take away.
Simply put if you do not have social built into your Customer Service systems you are missing the boat big time. The days of toll free numbers are so last century. Customers want to use Social to interact with your brand and if you are not setup to respond back in a timely fashion you are not serving your customers. Worst of all your failures are broadcast for the world and your competitors to see.
Salesforce.com has been pushing this for years and there were lots of people that chuckled and called it all marketing hype.
Well I can tell you we have we just been on the receiving end of Social Customer Service done right and I can tell you that they were spot on. Social customer service is here, here to stay and Salesforce.com gets that.
The question is do you?