Last month, Social Media Explorer’s first report, Customer Twervice: Exploring Best Practices and Case Studies In Customer Service Efforts Using Twitter, gave us a look at how many brands are turning to social media for customer service and service recovery efforts. Apparently, I wasn’t the only person interested in the topic.

My friends at the University of Louisville and Murray State University, namely Professors David Faulds and Tom Peterson (marketing professors, UofL) and Glynn Mangold (marketing professor, Murray State University) have started an interesting academic research project around service recovery via social media. Specifically, the professors are looking into companies using the social space for the specific reason of correcting failures in service to retain a customer’s good standing or good will. (And yeah, I’ve already told them about half a dozen case studies off the top of my head.)

According to Professor Faulds, “The objective of the research is to investigate how social media venues can be used by both consumers and organizations in correcting service failures. We are exploring the use of social media across a variety of environments including profit and non-profit organizations, as well as producers of services and manufacturers of consumer products.”

What the professors need is your help.

If you know of a service recovery example, case study or company practicing the active pursuit of service recovery using any social media method (not just Twitter), please let us know. And we would love personal stories and anecdotes, not just the name of a company doing it. If you’ve personally Tweeted your disgust in service at a restaurant or store and someone reached out to you, tell us about it. All your stories are important in this project.

Please reach out to us with the information by any of the following methods:

  • Post a comment with the name of the company and explanation of what they are doing below.
  • Email Professor Faulds with the information at djfaul01– at — louisville.edu.
  • Email me at jason — at — socialmediaexplorer.com and I’ll forward the information.

Any and all information you can provide will be appreciated. We’ll do the follow up calls and work to gather the information. We just need to cast a wide net and find as many examples as possible for the research. And don’t limit your suggestions to the big names. (We know many of them.) Give us small businesses, too. And don’t forget email marketing, blogs, Facebook and other methods besides Twitter. Any and all points in these directions will help.

While we’re not 100-percent certain, we suspect this research project will wind up being one of, if not the first of its kind from the academic perspective. And I’ve been promised I can share the results here when they’re ready, so we can all benefit from the knowledge.

Thanks for your help. Now tell us your service recovery story in the comments.

Enhanced by Zemanta
Did you enjoy this blog post? If so, then why not:Leave Comment Below | Subscribe To This Blog | Sign Up For Our Newsletter |

About Jason Falls

Jason Falls

Jason Falls is the founder and chief instigator for Social Media Explorer's blog and signature Explore events. He is a leading thinker, speaker and strategist in the world of digital marketing and is co-author of two books, No Bullshit Social Media: The All-Business, No-Hype Guide To Social Media Marketing and The Rebel's Guide To Email Marketing. By day, he leads digital strategy for CafePress, one of the world's largest online retailers. His opinions are his, not necessarily theirs. Follow him on Twitter (@JasonFalls).

Other posts by

Comments & Reactions

Comments Policy

Comments on Social Media Explorer are open to anyone. However, I will remove any comment that is disrespectful and not in the spirit of intelligent discourse. You are welcome to leave links to content relevant to the conversation, but I reserve the right to remove it if I don't see the relevancy. Be nice, have fun. Fair?

  • http://www.smallbiztwit.info StevenMoore

    Great project- need to get client(s) sign off on sharing and I am in.. If they can figure out what did it save the company in $$ and put a model around that it would be great ..

    • http://socialmediaexplorer.com JasonFalls

      We'd love the input, privately or here. Thanks Steven!

  • http://www.smallbiztwit.info StevenMoore

    Great project- need to get client(s) sign off on sharing and I am in.. If they can figure out what did it save the company in $$ and put a model around that it would be great ..

  • http://www.smallbiztwit.info StevenMoore

    Great project- need to get client(s) sign off on sharing and I am in.. If they can figure out what did it save the company in $$ and put a model around that it would be great ..

  • http://www.smallbiztwit.info StevenMoore

    Great project- need to get client(s) sign off on sharing and I am in.. If they can figure out what did it save the company in $$ and put a model around that it would be great ..

  • Melissa Gould

    MLGW (Memphis Light Gas and Water) has used Twitter extensively in the past during major outages to keep customers in the know and get the lights back on ASAP. They also utilize Facebook, Blogger, and YouTube to give customers tips on energy efficiency and the like.

    • http://socialmediaexplorer.com JasonFalls

      Awesome, Melissa. Thanks!

  • Melissa Gould

    MLGW (Memphis Light Gas and Water) has used Twitter extensively in the past during major outages to keep customers in the know and get the lights back on ASAP. They also utilize Facebook, Blogger, and YouTube to give customers tips on energy efficiency and the like.

  • Melissa Gould

    MLGW (Memphis Light Gas and Water) has used Twitter extensively in the past during major outages to keep customers in the know and get the lights back on ASAP. They also utilize Facebook, Blogger, and YouTube to give customers tips on energy efficiency and the like.

  • Melissa Gould

    MLGW (Memphis Light Gas and Water) has used Twitter extensively in the past during major outages to keep customers in the know and get the lights back on ASAP. They also utilize Facebook, Blogger, and YouTube to give customers tips on energy efficiency and the like.

  • http://socialmediaexplorer.com JasonFalls

    Awesome, Melissa. Thanks!

  • http://socialmediaexplorer.com JasonFalls

    Awesome, Melissa. Thanks!

  • http://socialmediaexplorer.com JasonFalls

    Awesome, Melissa. Thanks!

  • http://socialmediaexplorer.com JasonFalls

    We'd love the input, privately or here. Thanks Steven!

  • http://socialmediaexplorer.com JasonFalls

    We'd love the input, privately or here. Thanks Steven!

  • http://socialmediaexplorer.com JasonFalls

    We'd love the input, privately or here. Thanks Steven!

  • http://www.2gomedia.travel/billboard.html 2Go Media

    Blog campaign seems to be a useful tool for online marketing, specially if you have social medias that contains the same link, niche and valuable information. Blog can be a daunting task to those who are tired of doing 5 – 10 sentences to promote products and services. However social medias such as facebook, twitter, etc directs traffic to your blogpage by interconnecting your blog pages to the social medias you are using.

  • http://www.2gomedia.travel/billboard.html 2Go Media

    Blog campaign seems to be a useful tool for online marketing, specially if you have social medias that contains the same link, niche and valuable information. Blog can be a daunting task to those who are tired of doing 5 – 10 sentences to promote products and services. However social medias such as facebook, twitter, etc directs traffic to your blogpage by interconnecting your blog pages to the social medias you are using.

  • http://www.2gomedia.travel/billboard.html 2Go Media

    Blog campaign seems to be a useful tool for online marketing, specially if you have social medias that contains the same link, niche and valuable information. Blog can be a daunting task to those who are tired of doing 5 – 10 sentences to promote products and services. However social medias such as facebook, twitter, etc directs traffic to your blogpage by interconnecting your blog pages to the social medias you are using.

  • http://www.2gomedia.travel/billboard.html 2Go Media

    Blog campaign seems to be a useful tool for online marketing, specially if you have social medias that contains the same link, niche and valuable information. Blog can be a daunting task to those who are tired of doing 5 – 10 sentences to promote products and services. However social medias such as facebook, twitter, etc directs traffic to your blogpage by interconnecting your blog pages to the social medias you are using.

  • http://www.elitejumpers.net/ Party Rentals Hammond

    Yes i really have got very interesting information on that site about the cake and Rental Party Hammond services. If you anyone of you is also interested in gaining information about the services visit the link.

  • Pingback: Ad News and Views from Around the Web « yadvertisingblog.com Blog

  • http://indonesiabumiku.blogspot.com/ Indonesia Bumiku

    thank's for sharing info,..!

  • http://indonesiabumiku.blogspot.com/ Indonesia Bumiku

    thank's for sharing info,..!

  • http://indonesiabumiku.blogspot.com/ Indonesia Bumiku

    thank's for sharing info,..!

  • http://indonesiabumiku.blogspot.com/ Indonesia Bumiku

    thank's for sharing info,..!

  • http://indonesiabumiku.blogspot.com/ Indonesia Bumiku

    thank's for sharing info,..!