Northface Face-To-Face (almost)
Getting personal.
(GBR) I’m always impressed by companies and services who realise that excellent cutomer service is just a click away. So I was on the thenorthface.com website, drooling over a fine faux fur parka, and saw when you click on an item, you get a ‘talk to an expert’ option. So I clicked, and within seconds, the chat function had connected me to a lovely lady who was quite happy I was just exploring the functionality and we chatted about snow (they were having some too in Salt Lake City).
Now, I’m not normally one to big up commercial retailers, but this is a great example of using 2.0 to nail the basic tenets of customer service, and I wonder why youth services, venues, agencies and in fact the entire public sector isn’t more keen to be as responsive as this.
Whether it’s young people wanting confidential and personal advice, students who are distance learning, customers enquiring about the shows at a venue or potential applicants who have a query about funding streams…break down those attitudinal, physical or psychological barriers and connect and converse. Simple. Free. Fun. Personal.
Thanks for the chat Charlotte at thenorthface.com
I still can’t afford the parka though.
Written by Matt
February 19th, 2009
And using something like TinyChat (free embeddable chat room) there are no reasons not to ;-)
February 20th, 2009
Ok I feel like Ive been bulied into this blog ( …thanks matt) As an arts officer in a stat youth service the answer as to why we dont use blog generally comes down to a few issues …
1. Capacity – staff dont have time or skills to keep on line,
2. Our technology access is an issue (ranging from no hardware to out of date hardware …to rural villages with no chance of broadband or hardware!)
3. Concerns about site management and child protection are valid concerns that need the right training etc for people to be come confident to over come the fear of new media.
the use of new media is on our workers lips all teh time but some how it lacks the “do it” attitude at the mo. Saying that we have a blog style site http://www.wyan.org.uk – we will be enourqaging our staff and young people to get bloggin at our training day – fingers crossed I’ll be in a panic as I dont have the manpower to manage a mass influx at the mo but Ill let you know how they get on !
February 21st, 2009
I suppose there are ‘know’ reasons as well…it’s quite a paradox that all these superb transformative tools are out there: reliable, proven, free, fun….and the very people that should or could or would be using them aren’t, usually pleading lack of funds, lack of time, lack of awareness…when they are the very things that can be improved through social media…short-term thinking at a time when we have a 10 year youth strategy…explain that to me…
I look forward to the day when MS are given a ‘whole service’ remit, and we can take time to undertake a business diagnostic and build capacity to prove impact, savings, benefits, values and worth in its widest sense.
February 21st, 2009
“Whole service remit” – so wanting one of those… any youth services / organisation, arts / cultural venues, brands etc listening? :-)
February 23rd, 2009
I will ensure a chinese burn on your behalf is dished out to Matt when I see him next – not cool to bully ;-)
Appreciate the comment and insights into the challenges for you as an organisation blogging – most of our clients have the similar issues so you’re not alone. Great to hear you’ve taken the plunge though.
Without pimping ourselves too much it’s what we cover in our training courses. Please do keep us in the loop with your adventures into it as you have a good base and service offering in which to work from…