Tag Archives: customer service

A community to support customers must be more than customer support

Posted by Gina Rosenthal in community building | Tagged , , , , , , , , , , , , , | Leave a comment
20July2010

I’ve been thinking about this post for a long time. I’m noticing that many businesses will set up a community for their customers, but the community never makes it any further than the customer support stage. My Verizon example I … Continue reading

SWA vs Kevin Smith (or the power of social media)

Posted by Gina Rosenthal in social_media, Uncategorized | Tagged , , , , | Leave a comment
17February2010

In case you missed the drama over the weekend, SouthWest Air was embroiled in a social media and customer service nightmare with director Kevin Smith. Here’s how the story was reported: Smith was thrown off an SWA flight for being … Continue reading

The power of Twitter (or how Twitter fixed my vacation fail!)

Posted by Gina Rosenthal in twitter | Tagged , , , , | 6 Comments
12June2009

For those of you who may have missed my tweets and Facebook updates, I’ve been on vacation this week. We rented a condo on the Gulf of Mexico in my hometown (I’ve learned that staying with family sorta negates the … Continue reading