This is the second of two posts as follow-up to “The Social Media Debate: Live and Ungloved,” presented by Social Media Charlotte. Five of Charlotte’s social media leaders duked it out on two topics:
Are we headed toward a social media bubble?
Should brands factor a person’s online influence into their customer service approach?
In the second debate, Brandon Uttley and Jim Mitchem argued brands SHOULD factor a customer’s “influence” online into their customer service resource allocation. Lisa Hoffmann and Adam Holden-Bache argued brands SHOULD NOT consider “influence” when providing customer service.
As moderator, I was too busy to take notes on the arguments, so I’ve compiled articles about “influence” and its role in customer service via Delicious:
- Could your Klout get you better customer service? from Quora
- The Hype over Influencers. It’s Not Really New….It’s Just Harder To Do from Gary Lee at mBlast
- Need a Reservation? That Could Depend On How Big You Are on Twitter (Really) from Ad Age
- Don’t Irk The Influencers: The Power of Klout from Compete.com
- Matrix: Companies Should Factor ‘Social Influence’ Into Total Customer Value from Jeremiah Owyang
- Klout: Brands use influence to “prioritize,” not discriminate from Klout
- Assistly Taps Klout to Scale Social Support from the Klout blog
- Amplified Customer Service: A Differentiator and Value Proposition from the Assistly blog
- Why Influence Mining is the Next Gold Rush from Jay Baer
- Why Customer Service in Social is not Fair from Valeria Maltoni
Check out this post for resources about our other debate: Are we headed toward a social media bubble?
Your Take: Influence as a Customer Care Priority?
Do you think “online influence” should influence a brand’s approach to customer service? Should customers with large Twitter followings get priority attention? Is your Klout score the new “squeaky wheel?” Weigh in via the comments.