Comments on: Sears Automotive – A Chronicle of Customer Service Through Social Media

By: JustJon

JustJon — Mon, 26 Oct 2009 22:06:36 +0000

Sears did replace the grill but they also commented on this post. The list ways customers can find them, but are they going ot try to find the customers?

By: uberVU - social comments

uberVU - social comments — Sat, 24 Oct 2009 10:06:18 +0000

Social comments and analytics for this post…

This post was mentioned on Twitter by JustJon: New Blog: Sears Automotive – A Chronicle of Customer Service Through Social Media http://bit.ly/1iaXdl...

By: Tweets that mention Sears Automotive - A Chronicle of Customer Service Through Social Media | JustJon Online -- Topsy.com

Fri, 23 Oct 2009 23:05:14 +0000

[...] This post was mentioned on Twitter by Damien Basile and Jon, Jon. Jon said: New Blog: Sears Automotive – A Chronicle of Customer Service Through Social Media http://bit.ly/1iaXdl [...]

By: Damien Basile

Damien Basile — Fri, 23 Oct 2009 23:03:15 +0000

Sears should have found you right away if they were listening properly in all of the proper channels. The fact that it took you many times and different tactics just shows that their social media program is still in its infancy. While it’s good to have social media accounts, if you’re not actively listening then they’re as good as worthless.

Monitor > Listen > Engage > Follow Up

I do have to say one thing for brands in this time period: social media is becoming ever more necessary and prevalent so some are at many different points of adoption.

Let’s hope Sears learns from this experience and implements a better monitoring system.

By: Joy

Joy — Fri, 23 Oct 2009 14:45:22 +0000

At least they replaced the grill. I still think they are all fail though.

By: Denise

Denise — Fri, 23 Oct 2009 14:28:46 +0000

I am glad we were able to resolve your service issue. Here are the many ways customers can find us: @searscares, @mySears, @SearsAuto.
Thanks, Denise