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Yes, They Are Watching

My recent entries about my truck break in and subsequent repair have shown that yes, Mrs. Micah is correct–companies are paying lots of attention to social media.

I received a call from the GEICO general manager for the state shortly after my entries on the repair who wanted to know if I was happy with the service I received. He specifically mentioned that he was contacting me because he read about my experience on my blog (this blog, not my personal one). I told him that I have always been happy with GEICO’s service and pricing.

What’s interesting here is that it’s really clear that companies–big ones–are watching blogs and social media and making sure they address problems. This is not the first time I’ve seen this, but it’s interesting that a company I had no complaints about would call me based on a blog post to make sure I was happy with their service. The power of social media is helping to improve customer service–one blogger at a time, at least.

2 Responses to “Yes, They Are Watching”

  1. Scotton 05 Dec 2008 at 4:17 pm

    Very true observation. I recently read “Groundswell” by Charlene Li and Josh Bernoff, and they give some great case studies about how and why companies should pay attention to the ‘groundswell’ that is social media.

    Besides, it just makes cents ;)

  2. [...] Suenaga presents Yes, They Are Watching posted at Uncommon [...]

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