Originally Posted by
Zorak
So I might suggest becoming more familiar with how some companies are using social media platforms to handle customer issues before dismissing the idea completely.
I am floored by your report, honestly. Given all of the chatter regarding Marriott customer service (lack thereof) post-merger, I can't recall a single post here where anyone ever chimed in to say "just DM them on Twitter - they're the ones to solve problems." And obviously YMMV, as evidenced by the post that serves as genesis of this discussion. But regardless, I thank you for sharing your experience/insight - I'm about to lose Amb status after several years in that program, and will bear this in mind going forward...
Originally Posted by
missamo80
If Marriott doesn't empower their social care support staff to do this but allows phone reps to it is a flaw in their overall customer care experience. I should be able to pick the way I want to reach out for support based on my situation and get reps that are empowered regardless of platform, and there are companies that get this. Marriott isn't one of them
Twitter is my go to because there are companies that actually understand how to do customer care via non-phone channels. Alaska Airlines is one example: they are exceptional at support via Twitter, Facebook etc.
Fair enough. I've been involved with Internet message boards since before there was even a WWW, so it's not as though I'm some kind of technophobe. But I still am astonished, sometimes, by where we've shifted in terms of this sort of thing. But I suppose that's why I'll still board a plane to the Middle East from the US for an hour-long meeting vs. jumping on a conference or video call.