Video interview: Customer Service for the Modern Web and learning to laugh..at yourself

Categories: Community Marketing, InterviewPosted on July 25th, 2007

1) Customer Service is in Real Time
Thomas the technical blogger and I have had a few exchanges, he needed just a quick tip on how to get our player embedded in his site, I left a message after seeing his call for help (Google alerts) and he was astounded by how quickly I responded.

Why do I respond quickly? Because with the modern internet, things are happening real time. I know how fast word can spread (good and bad) so we all should be doing what we can to stay alert. When I ran the customer forums at my last company, we setup different staff to watch the forums around the world, this way, there was always a watchful eye.

Watch the interview with Thomas, and you’ll get to learn what it means to me to be a community advocate, and how to be successful in blogging and social media.

Customers love it when they are listened to, and even more when they are promptly helped. You may have noticed quite a bit of other things happening around the company, we’ve sort of have different people focused on different areas. I love community, so that’s where I spend my time.

Thomas, who’s interviewed me in Portland this last week, his new show tells us how things work. Great job Thomas, and welcome to the video blogging community!

2) The best laughs are often at oneself
I’m meeting some very good natured folks lately. In fact, they’re giving me a hard time about stuff. Dennis McDonald, Lee Aase, and Jim Long made a video making fun of me for missing my own dinner. I felt bad for my hotel room neighbors yesterday, I was laughing pretty loud. They even made a Facebook group called “Does Jeremiah exist“.

Thomas is clever with his photoshop, and thought I was a cyborg as I respond to trackbacks quickly. If you link to me, It’s a signal for me to go see what you’re doing. (as long as the power doesn’t go out in SF again)

It could be worse, at least it’s not as bad as these pictures of Chris Pirillo naked (careful when you click this) or thinking small or this photochop of Marc Canter as a red diaper baby.

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This entry was posted on Wednesday, July 25th, 2007 at 9:34 am and is filed under Community Marketing, Interview. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.

Comments

shelbinator

I have the same experience all the time: blog it, and they will come. Just Tuesday night I got an email via my site contact form from someone at Ustream informing me that they had fixed the problem that I had blogged about that afternoon in frustration. I appreciate the rapid response thanks to Technorati (is the new customer service), but that doesn't completely negate the fact that neither of my Bug/Feedback submissions entered on Ustream's site over the previous few days had been responded to (or even auto-acknowledged). If combing Technorati for anything tagged with the name of their service is the main way new internet companies are going to handle rapid-response customer service, then they should just take down their disingenuous Feedback or Contact Us pages, and just put a note, "Got a gripe? Blog it!"

Thomas

I learned a lot during our conversation, and hopefully others will find it useful also. Getting back into video has been a learning experience. I think that is worthy of posting also.

It was hard to finally post the video, I wanted to get the project posted, but you get trapped into just trying to fix one more thing.

As I mentioned I really appreciate your help and support while I have been getting back into video. In the next couple of days I will post the other two parts of our conversation.