Episode 151 – Transparency is Critical in Social Customer Care

Episode-151-FacebookAd-1200x628
Listen to this episode

A Thoughtful Thursday Episode. On Thoughtful Thursday we discuss deep thoughts including overarching strategy and organizational structure.

Brought to you by:

    • The Social Pack: Get on the inside to stay on the topside. Join today!
    • ParknFly: Save 10% off Posted Rate Reserve Now 
    • bluehostThe Best Web Hosting for just $3.95/month, bluehost is the #1 recommended web hosting service by WordPress.org. Every account features 1-click WordPress installation. Plus, bluehost’s trained, in-house experts are there to help 24/7. Their robust help center includes guides, video tutorials and more. You can try them and love them, or get a refund within 30 days of signing up. Your satisfaction is their top priority and they’re confident you’ll be pleased with their services.
    • Ticket Liquidator:  Concerts, Sports Theater tickets. Buy or sell!
    • GoldMedalWineClub.comWine of the Month Club Award-winning wines delivered to your doorstep every month. They never feature bulk wines, private labels, or close outs. Each selection is a genuine, small-production wine crafted by a winery with their family’s reputation on the line in each and every bottle.
    • CraftBeerClub.comGood People Drink Good Beer. Get the finest craft beers from America’s best micro breweries delivered to your door! They search out exceptional craft beers from around the country and then deliver the monthly beer club selections direct-to-you or your gift recipient’s door. You can choose an ongoing beer club membership or Craft Beer Club gifts to ship monthly, every-other-month or even quarterly. This is a fantastic gift for the Craft Beer enthusiast in your life. Give 1 to 12 shipments and receive up to 3 bonus gifts and an additional $25 bonus with your order.
    • OneTravel: Search and compare flights from over 450 airlines.

The Socially Supportive Podcast is Part of the C-Suite Radio Network.

Announcements:

“Trust is earned when actions meet words.” – Chris Butler

 Book of the Day: Amaze Every Customer Every Time – Shep Hyken

Transparency is Critical in Social Customer Care

  • Expectancy Violations Theory: According to Wikipedia:
    • Relational transgressions are violations of the perceived rules of the relationship. Examples include having an affair, deception, or being disloyal.
    • Acts of disregard show that the partner is unimportant. This could be as simple as excluding a partner or a friend from a collective activity.
    • Relationship de-escalation signifies a decrease in commitment of the communicator. An example might be spending more time apart.
  • What does this have to do with Transparency? Facebook + Cambridge Analytica
    • People feel that Facebook has violated perceived rules
    • People feel that Facebook is treating them as unimportant
    • People are attempting to “spend more time apart” or end their Facebook relationship altogether. Hence #DeleteFacebook
  • What Happened as a Result:
    • The #DeleteFacebook hashtag took off
    • Stock prices for Facebook tumbled 16% as of 3.23.2018
    • High profile people like Elon Musk deleted certain Facebook accounts
    • Some companies pulled advertising from Facebook
  • Will Facebook Fail Because of This?
    • No.
    • But the brand has taken another hit.
  • What Can We Learn from This?
    • Be Transparent With Your Customers
      • Data is ever-more searchable. Though your actions may not be public now, they could be in the future.
    • Be Fanatical about Doing the Right Thing
      • Speak up about policies and procedures that don’t work
      • Highlight for customers things they should know
      • Don’t just talk about doing the right thing
      • Actually do the right thing consistently
      • People will likely find out if you don’t.
    • Be Proactive When Troubles Arise (see Episode 42 – What to Include in your Crisis Communications Plan)
      • Have a Plan
      • Practice the Plan
      • Respond Quickly

Brought to you by:

    • The Social Pack: Get on the inside to stay on the topside. Join today!
    • ParknFly: Save 10% off Posted Rate Reserve Now 
    • bluehostThe Best Web Hosting for just $3.95/month, bluehost is the #1 recommended web hosting by WordPress.org. Every account features 1-click WordPress installation. Plus, bluehost’s trained, in-house experts are there to help 24/7. Their robust help center includes guides, video tutorials and more. You can try them and love them, or get a refund within 30 days fo signing up. Your satisfaction is their top priority and they’re confident you’ll be pleased with their services. Click here to learn more:
    • Ticket Liquidator:  Concerts, Sports Theater tickets. Buy or sell!
    • GoldMedalWineClub.comWine of the Month Club Award-winning wines delivered to your doorstep every month. They never feature bulk wines, private labels, or close outs. Each selection is a genuine, small-production wine crafted by a winery with their family’s reputation on the line in each and every bottle.
    • CraftBeerClub.comGood People Drink Good Beer. Get the finest craft beers from America’s best microbreweries delivered to your door! They search out exceptional craft beers from around the country and then deliver the monthly beer club selections direct-to-you or your gift recipient’s door. You can choose an ongoing beer club membership or Craft Beer Club gifts to ship monthly, every-other-month or even quarterly. This is a fantastic gift for the Craft Beer enthusiast in your life. Give 1 to 12 shipments and receive up to 3 bonus gifts and an additional $25 bonus with your order.
    • OneTravel: Search and compare flights from over 450 airlines.

Jobs

Who’s Doing it Well?

About the author, Frankie Saucier

Frankie Saucier created the Socially Supportive podcast because believes that in order to advance digital and social customer care, leaders must come together in a community where colleagues can collaborate on the latest strategies and discuss the best technology. The Socially Supportive podcast creates a space for that community to thrive. She is also the Founder and CEO of Socially Supportive, a digital consultancy that helps brands communicate effectively with customers online. Frankie is a member of several consortiums, including the Social Care Leaders Group, an international group of leaders in the digital and social care space. She has over 20 years' experience in customer experience, including 7 years creating and running the digital customer support team at the 3rd largest cable company in the U.S. She also holds a bachelors in Mass Communications.

Leave a Comment