Converting angry customers into happy ones

This week has been a fairly light week from a blog post perspective and I thought I would end off the week with something a little different and which is pretty relevant to most of my clients. This video is of a talk given by Rob La Gesse from Rackspace. La Gesse is pretty forthright about how he believes companies should approach customer service on the social Web.

I enjoyed this talk. A number of agencies have fairly convoluted approaches to customer service. I particularly enjoyed his comments about working with Rackspace’s legal department. I encourage my clients to incorporate a legal component into their planning and development but doing that only really works if the legal person has an appropriate approach to what the business and creative people are doing.