Like any company, social media and Web 2.0 services should have a good customer service plan in place.

They should account for things like responding to usability questions and gaps in service.

They should also engage with their customers through the use of their platform as well as other social media platforms.

The better a company is at listening to its users, the more likely it is to make decisions that foster stronger customer relationships.

Obviously from a user’s perspective, they should provide feedback when asked for it, and especially when they’re not asked for it. And there had better be an easy way to submit that feedback to avoid the feeling of “we don’t really care what you have to say.”

The fact that the service is free doesn’t relieve the provider of the obligation to listen and respond to their subscribers.

Unfortunately, we live in an entitled era. Everyone’s entitled to everything. I doubt any new technology will change that.

Companies that provide social media and Web 2.0 services, even if they don’t charge users for the services, should be good corporate citizens by listening and engaging with their customers.

An Example

I use Contxts to deliver my text message business card. You just text prpete to 50500 and you’ll receive my contact information delivered to your mobile phone as a text message. It’s a slick service.

I learned that you can’t have any ‘weird’ characters in your text business card or their system won’t send the card.

I learned this when my card wasn’t being delivered. I logged in to their online support forum and found a discussion thread that applied to my problem. And I received a handful of email messages from one of their employees following up with me to be sure the odd characters were removed and the service was functioning properly.

Now I know Contxts, although it’s a free service, is there for me. And I highly recommend them to anyone.

Tags: #SMCQ2, #Responsibilities