PRBreakfastClub

This post is a result of joking around on Teh Twitters with Josh Sternberg, who pointed out that social media, God bless it, has a tendency to get blown way, way out of proportion in terms of, well, everything. Of course there are some things that the deserve the hyperbole–you know, like the snowmaggedeon/snowpacolypse. But being the pragmatic, rational people we are, when we see people make overblown statements it just makes us wonder, “Hmm, what’s the real message behind this message?”

I recently saw a tweet from someone who complained that Verizon had it out for them and that they’d have to wait until their contract was up to get a new phone when the one they had was dysfunctional. The next day, I saw a tweet complaining that a hotel didn’t let people walking on the street into the lobby when it was pouring rain outside.

Seems we’ve all discovered the customer service side of social media. Hundreds of companies are in the social media sphere now to not only spread the word proactively about their organizations, but also to do damage/crisis control with less than happy customers.

But when does legitimate customer dissatisfaction turn into a public twitter and blogosphere annoyance? Read the rest of this entry »