We recently had social media guru Nicole Matejic speak at our
Managing Social Media Risks Breakfast Briefing on Thursday 6
August. The following is the second, and final, guest blog from
Nicole:
The customer is always right... until they're wrong. But who
in business has the courage to tell that customer they are out of
line?
What's that I hear? The sound of silence with a few
intermittent crickets?
Do you really have nothing to say to customers who
publish inappropriate remarks on your social media
networks?
The widespread adoption of 'the customer is always
right' mantra across customer service focused businesses (and
indeed the same can be said for the client/consultant and
employer/employee relationship) is well intended, but the result is
a prevailing culture of 'yes-people' who run for cover at
the first sign of conflict. Critical thinking, skepticism, and
robust discussions are actively avoided in favour of a philosophy
that aims to make everyone
