My Take:
It Just Doesn't Sync
Gary Lemke, Chief Customer Advocate
(August 28, 2012)
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Please don't contact us. That seems to be what the majority of web sites are saying to customers when they fail to include what is now consider the rudimentary channels - twitter, facebook, even email. The corporate mailing address just doesn't cut it.
Research shows that more than half of consumer-facing Fortune 500 corporations fail to list a Twitter handle on their “Contact Us” page, and 51 percent failing to list a Facebook page. Amazingly, almost nine out of ten of those same organizations do not list an e-mail address. This is goes beyond social shyness.
If asked, I imagine most executives of those same firms have invested greatly in Voice of the Customer programs. Do you see the obvious disconnect?
On one hand, they scream for more customer feedback and insight. And on the other hand, they scream, "Don't call us, we'll call you."
How do such good intentions get so out of sync with customer interaction basics? Is that the case on your "contact us" page?
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