You might have heard the term “feedback loop” amidst a discussion about social media, and how it can be used to effectively manage customer service. A firm believer in this I was reminded why yesterday as I was taking a break from work to do a little online shopping…
Happily trotting my way through the ASOS site and filling up my shopping cart with goodies I realized that all of my hard work had been suddenly reduced to a cart with zero items in it. No!!! I went to the trouble of filling my cart back up, only to find that the same thing happened again! Frustrated, I searched the site for a method to contact ASOS and tell them I was frustrated, and that I wanted to place my order over the phone. Given that many businesses have converted to an online method of dealing with customer service I was not surprised to find that I had to fill out a contact form. After being promised that I would be contacted via e-mail within 1 hour I was still frustrated because I wanted to place my order and be done with it. Now I had to worry that my items wouldn’t be available, and I certainly wasn’t going to try and fill up that cart again only to lose my items…
Suddenly a lightbulb went off in my head..Facebook! I would go write on their wall to see if I could get some quicker help. Low and behold, they responded to me within minutes, and told me how to fix my problem. Intrigued by the quick response and excellent customer service, I checked out the page to see if anyone else followed the same method that I had. Indeed–an entire page full of customer service inquiries, which were all responded to until resolution was reached. Thoroughly impressed, and further satisfied that I was able to fill my cart once and for all, I was reminded why the Feedback Loop that can exist and operate through social media was such a fabulous asset to the marketing platform. Thank you ASOS!