Social media response example: Blue Cross Blue Shield of Michigan (or, "Re-thinking Customer Service in the Social Media world")

My rambly thoughts about Customer Service Vs Social Media Engagement (u r welcome to critique)

OK, here's more of my rambly disconnected thoughts, this time about Customer Service Vs Social Media Engagement. AN EXAMPLE I came across this Youtube video (posted 25 Jun 2011), put up by a US health insurer the Blue Cross Blue Shield of Michigan . The video showed the Blue Cross Blue Shield of Michigan employees, their friends and family performing a "flash-mob" style dance segment. What caught my eye was this comment posted by an apparent customer: "My premium goes up 27% on 8/1. Glad it pays for nonsense like this." Plus, the following response by the company's Social Media manager: "I'm sorry you're frustrated about a pending rate increase. Please let me know if there is anything we can do to help. You can email me directly at [email protected] with the 800# on the back of your card and I'll do my best to see if there is anything we can do. Shannon Paul Social Media ...

Full article: http://ramblinglibrarian.blogspot.com/2011/10/social-medi...