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What Charter Doesn’t Understand About Social Media

by · December 13, 2012

In a move that surprised even the most jaded customer, Charter abruptly pulled the plug on its social media customer service team. But why? A brief statement from the company:

“We believe speaking directly with a customer is a more personal, effective and consistent way to answer questions, solve an issue or provide information, and we will focus our efforts on these means of communications. We’re committed to treating our customers with great care, and we believe that person-to-person interaction accomplishes that in a more meaningful way for more of our customers.”

…and some analysis from SME’s Ike Pigott:


Are You Considering Web Video? Why Not?

by · December 3, 2007

I’ll be the first to admit a blog is often the first thing that comes to mind when considering recommendations for clients interested in social media. My logic is that if you don’t have a place to syndicate your content and give customers an opportunity to interface with your brand directly, all the other activity you want to pursue can be fruitless.

Certainly, that doesn’t prohibit me from thinking interaction off-site (away from the client’s website) isn’t valuable. In many cases, it’s a good starting point before making a full-fledged commitment to engaging consumers on your own turf, almost like making sure a slip-and-fall lawsuit isn’t on your dime until you can afford it.