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.

Published by Paul Jacobson

Enthusiast, writer, Happiness Engineer at @automattic. I take photos too. Passionate about my wife, Gina and #proudDad.

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