Tesco, A Social Media Fail, or Customer Service Fail??
I was on Twitter (I know, a shocker) today when I read a blog post from @investis, which read as follows: Tesco’s Social Media Crisis – An @Investis blog: http://t.co/ASXOjRu
Intrigued, I followed the link and read the post about a woman who was falsely accused of shoplifting at Tesco, did not get satisfaction from them, posted the story via her blog (which went viral), and has now left Tesco and perhaps other businesses wondering if this social media world is really worth it.
Investis (as you will read or hopefully read; giving you another chance here 😀 ) gives the perfect argument of why this is not social media fail on Tesco’s part, but rather a customer service fail.
I think they are spot on. This incident would have been a non issue if the original mistake would have been dealt wit properly. If It had gone viral (which it would not – who would have cared), it would have been titled, “Tesco understands and appreciates their Customers”, and would have been deemed boring and classed as a whatever…
Tesco did what appears to be, a very good job monitoring their social media steams, and did contact the customer when they saw the blog and tweets. Where they failed was in dealing with the initial issue which was a false, and embarrassing, accusation of shoplifting. No kidding this woman was choked after an accusation like that and in front of her small children. Tesco should have pounced on it right at that moment, or that same day at least. The waiting, lack of concern of a persons feelings, and the subsequent non-dealing with it, is what caused this so called “social media mess”. It was such an easy fix.
Retailers have to understand that following the feeds of their companies online, and doing all the “right things” in the social media world, are no substitute for just good old fashioned customer service.
Take note folks! You can bet there is more to come as retailers grapple with the new, and hopefully don’t forget about the old ways, of communicating and dealing with their customers concerns and issues.
Ciao for now @kootenayborn