I had the opportunity to attend an event with Justin Thorp at Baked & Wired in Georgetown tonight. Justin is the Director of Customer Happiness for Clearspring‘s AddThis widget. You’ve probably seen the widget on blogs that you frequent.
Justin offered some sound advice to the crowd in attendance, commenting primarily on how social media has greatly altered the playing field for customer service representatives.
Three important points that I took out of his presentation:
- It’s important not to forget to thank those who complain about your company. Often, these customers are the ones that are most passionate about your company.
- Using constructive feedback to improve your company is absolutely necessary, as it will help you serve your customers’ needs in the future.
- Take the automated feel out of contact forms. Place personal contact information (or a direct way of contact) so customers know they are interacting with a person who cares.
Debbie Weil, an author, speaker and consultant put on the event as part of her Sweets and Treats series. Though this was the last scheduled event for 2010, I’m already looking forward to attending more of these in 2011.
All in all, it was a tremendous, informational event. The house was packed—Many people were forced to find standing room around the speaking area.
Check out the delicious cupcakes offered by Baked & Wired below!
(Disclosure: A complimentary cupcake was offered to each person in attendance at tonight’s event.)
Posted By: Forrest Kobayashi | Strategist
