My friend Jeff Shuey and I chatted a bit about Foursquare the other day on Twitter. I said I didn’t really get it yet. He was dismayed that he thought they had some customer service and response shortcomings, and cited the fact that he and lots of other people talk to and about them on Twitter, but they’ve yet to respond.
Which got me thinking (again).
What’s our critical mass for expecting companies to hear us when we talk about them?
Is it enough for one person to say something before we expect the company to respond? A dozen? Hundreds?
And is our expectation that they respond to everything? Or just complaints or suggestions? Compliments?
It seems like we all have different standards for performance or success in this regard, so I’m wondering if there’s a constant we can help companies go by.
And as my friend Justin Kownacki recently wrote, there’s definitely a line where we can become too entitled, too demanding, and too self-centered with our online ranting. I think he has a point.
So now that we know companies can listen, it seems we’ve changed our tolerances for responsiveness and individual attention. Is that okay? Is that realistic? Fair? Smart business? What’s the difference between being responsive and being indulgent of every shout? Is there one?
You tell me.
image by aloshbennett