Comments on: Sears Automotive – A Chronicle of Customer Service Through Social Media http://www.justjon.net/social-media/sears-automotive-a-chronicle-of-customer-service-through-social-media/?utm_source=rss&utm_medium=rss&utm_campaign=sears-automotive-a-chronicle-of-customer-service-through-social-media Jon's Corner of the Intarweb Mon, 09 Jan 2012 12:33:12 +0000 hourly 1 http://wordpress.org/?v=3.3.1 By: JustJon http://www.justjon.net/social-media/sears-automotive-a-chronicle-of-customer-service-through-social-media/comment-page-1/#comment-2185 JustJon Tue, 11 Jan 2011 16:55:57 +0000 http://www.justjon.net/?p=155#comment-2185 Daniel, you may want to see the followups a year later where I took my car there a year later for an oil change and they caused severe oil leaks in my car. Daniel, you may want to see the followups a year later where I took my car there a year later for an oil change and they caused severe oil leaks in my car.

]]> By: Daniel Honigman http://www.justjon.net/social-media/sears-automotive-a-chronicle-of-customer-service-through-social-media/comment-page-1/#comment-2184 Daniel Honigman Tue, 11 Jan 2011 16:26:17 +0000 http://www.justjon.net/?p=155#comment-2184 Damien -- long time no see; hope you're doing well. We're getting better, at least on the Electronics side. We have a few pillars over here that I've set in place that I think just make sense: STIC. (Share of Voice, and that comes from Trust, Insight and Content). We're listening and responding. We're being proactive (asking about deals, service, products, etc.) and we just launched the Sears Blue Blogger Crew (http://blog.searchenginewatch.com/110105-073000) that we're spreading to other parts of the business. I'm glad your auto issue was fixed; if there's anything you need that's Sears-related, or if you have any questions, please feel free to contact me directly. (If it's not electronics-related, I'll pass it along.) Know this response is long after you wrote the post (I only started a few months ago), but I want to let you know personally that we've grown as a company in the SM space since you wrote this post! (NOTE: I'm the social media manager for Sears/Kmart Electronics) Damien — long time no see; hope you’re doing well.

We’re getting better, at least on the Electronics side. We have a few pillars over here that I’ve set in place that I think just make sense: STIC. (Share of Voice, and that comes from Trust, Insight and Content).

We’re listening and responding. We’re being proactive (asking about deals, service, products, etc.) and we just launched the Sears Blue Blogger Crew (http://blog.searchenginewatch.com/110105-073000) that we’re spreading to other parts of the business.

I’m glad your auto issue was fixed; if there’s anything you need that’s Sears-related, or if you have any questions, please feel free to contact me directly. (If it’s not electronics-related, I’ll pass it along.)

Know this response is long after you wrote the post (I only started a few months ago), but I want to let you know personally that we’ve grown as a company in the SM space since you wrote this post!

(NOTE: I’m the social media manager for Sears/Kmart Electronics)

]]> By: HerseyK http://www.justjon.net/social-media/sears-automotive-a-chronicle-of-customer-service-through-social-media/comment-page-1/#comment-1899 HerseyK Sat, 11 Dec 2010 01:44:27 +0000 http://www.justjon.net/?p=155#comment-1899 I can personally attest that I am the only tech person who has not F$%ed up. You don't know how many times I've had to go in an repair incompetent and just outrageous programming or complete systems !! Sears, Midas, Mienke, VIP or what was it - 3 Brothers - or was that a pizza shop - thay all suck at one time or another ! I recall I took my girlfriends sentra which wouldn't start to Sears, VIP (or some Jersey chain), local guy I didn;t know , got quotes for new alternator, new generator, new battery,and maybe something else. GF going to figure how to buy new car. Finally talked to friend of friend took to small gas station - mainly repairs - charged battery for the day, tightened a belt. Sentra started ran for another THREE years (maybe 4). I only buy tires at Sears - lifetime rotation. Gets us back in store for several hours. I can personally attest that I am the only tech person who has not F$%ed up. You don’t know how many times I’ve had to go in an repair incompetent and just outrageous programming or complete systems !!

Sears, Midas, Mienke, VIP or what was it – 3 Brothers – or was that a pizza shop – thay all suck at one time or another ! I recall I took my girlfriends sentra which wouldn’t start to Sears, VIP (or some Jersey chain), local guy I didn;t know , got quotes for new alternator, new generator, new battery,and maybe something else. GF going to figure how to buy new car. Finally talked to friend of friend took to small gas station – mainly repairs – charged battery for the day, tightened a belt. Sentra started ran for another THREE years (maybe 4).

I only buy tires at Sears – lifetime rotation. Gets us back in store for several hours.

]]> By: JustJon http://www.justjon.net/social-media/sears-automotive-a-chronicle-of-customer-service-through-social-media/comment-page-1/#comment-976 JustJon Mon, 26 Oct 2009 22:06:36 +0000 http://www.justjon.net/?p=155#comment-976 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? 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 http://www.justjon.net/social-media/sears-automotive-a-chronicle-of-customer-service-through-social-media/comment-page-1/#comment-974 uberVU - social comments Sat, 24 Oct 2009 10:06:18 +0000 http://www.justjon.net/?p=155#comment-974 <strong>Social comments and analytics for this post...</strong> This post was mentioned on Twitter by JustJon: New Blog: Sears Automotive - A Chronicle of Customer Service Through Social Media http://bit.ly/1iaXdl... 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 http://www.justjon.net/social-media/sears-automotive-a-chronicle-of-customer-service-through-social-media/comment-page-1/#comment-972 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 http://www.justjon.net/?p=155#comment-972 [...] 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 [...] [...] 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 http://www.justjon.net/social-media/sears-automotive-a-chronicle-of-customer-service-through-social-media/comment-page-1/#comment-971 Damien Basile Fri, 23 Oct 2009 23:03:15 +0000 http://www.justjon.net/?p=155#comment-971 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. 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 http://www.justjon.net/social-media/sears-automotive-a-chronicle-of-customer-service-through-social-media/comment-page-1/#comment-969 Joy Fri, 23 Oct 2009 14:45:22 +0000 http://www.justjon.net/?p=155#comment-969 At least they replaced the grill. I still think they are all fail though. At least they replaced the grill. I still think they are all fail though.

]]> By: Denise http://www.justjon.net/social-media/sears-automotive-a-chronicle-of-customer-service-through-social-media/comment-page-1/#comment-968 Denise Fri, 23 Oct 2009 14:28:46 +0000 http://www.justjon.net/?p=155#comment-968 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 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

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