en-us http://www.intensedebate.com/users/501108 Comments by kylelacy http://kylelacy.com/an-epic-failure-of-customer-service-and-online-engagement-at-south-bend-chocolate-company/#IDComment293050186 My guess is that they survive because the majority of the people love their chocolate and coffee side... which is excellent. Thanks for the comment Socal! :) Wed, 15 Feb 2012 11:43:21 +0000 http://kylelacy.com/an-epic-failure-of-customer-service-and-online-engagement-at-south-bend-chocolate-company/#IDComment293050186 http://kylelacy.com/an-epic-failure-of-customer-service-and-online-engagement-at-south-bend-chocolate-company/#IDComment293048743 Agreed. Wed, 15 Feb 2012 11:40:41 +0000 http://kylelacy.com/an-epic-failure-of-customer-service-and-online-engagement-at-south-bend-chocolate-company/#IDComment293048743 http://kylelacy.com/an-epic-failure-of-customer-service-and-online-engagement-at-south-bend-chocolate-company/#IDComment293048526 Carly - I appreciate the response! I would look upon this experience as good rather than bad. Most people do not go out of there way to tell about a bad experience. Most people duck their heads and never return to the establishment. Is this a learning experience? Probably. It is not a matter of whether or not I approached you but it is how your corporate office actually handled the situation. Sure... you could have probably had two-three people over on the lunch side. However, Nancy should have gone out of her way to take my name down and call you in order to allow you to fix the situation. Wed, 15 Feb 2012 11:40:22 +0000 http://kylelacy.com/an-epic-failure-of-customer-service-and-online-engagement-at-south-bend-chocolate-company/#IDComment293048526 http://kylelacy.com/an-epic-failure-of-customer-service-and-online-engagement-at-south-bend-chocolate-company/#IDComment292444543 I probably went a little extreme on the headline. Thanks for the comments Jessica! Tue, 14 Feb 2012 18:51:29 +0000 http://kylelacy.com/an-epic-failure-of-customer-service-and-online-engagement-at-south-bend-chocolate-company/#IDComment292444543 http://kylelacy.com/an-epic-failure-of-customer-service-and-online-engagement-at-south-bend-chocolate-company/#IDComment292444245 Brewhouse is the master of communication... for sure. Thanks for the post Rob! Tue, 14 Feb 2012 18:51:00 +0000 http://kylelacy.com/an-epic-failure-of-customer-service-and-online-engagement-at-south-bend-chocolate-company/#IDComment292444245 http://kylelacy.com/an-epic-failure-of-customer-service-and-online-engagement-at-south-bend-chocolate-company/#IDComment292443965 This is nothing new right? The customer has the power and even more so! What Starbucks does that is great is training... not coffee. They train their employees to live the brand of the consumer not their bottom line. Thanks for the comment! Tue, 14 Feb 2012 18:50:30 +0000 http://kylelacy.com/an-epic-failure-of-customer-service-and-online-engagement-at-south-bend-chocolate-company/#IDComment292443965 http://kylelacy.com/an-epic-failure-of-customer-service-and-online-engagement-at-south-bend-chocolate-company/#IDComment292443411 They created a customer advocate by listening to you and delivering on their promise of great service. That is what is important! You will probably return and your ability to share about the store on social media has helped their overall brand. Thanks for the story Des! Tue, 14 Feb 2012 18:49:29 +0000 http://kylelacy.com/an-epic-failure-of-customer-service-and-online-engagement-at-south-bend-chocolate-company/#IDComment292443411 http://kylelacy.com/an-epic-failure-of-customer-service-and-online-engagement-at-south-bend-chocolate-company/#IDComment292442823 I always hope that people will leave constructive comments and help build content that will drive the success of people who read this blog. You have done much more than that... thanks for really contributing to this post. Tue, 14 Feb 2012 18:48:31 +0000 http://kylelacy.com/an-epic-failure-of-customer-service-and-online-engagement-at-south-bend-chocolate-company/#IDComment292442823 http://kylelacy.com/an-epic-failure-of-customer-service-and-online-engagement-at-south-bend-chocolate-company/#IDComment292413795 Of course I put more emphasis on social media. I write constantly about social media but this is also a customer service scenario. Why not ask for name and information when someone calls in? Why are there not email contact forms on the website? I don't reference the ability to instantly connect with customers via Twitter. I do reference the importance of listening to the online community and knowing when something is going wrong. And Mike, if you want to come to Indianapolis I will buy you a Grande Pike and we can chat about business. Tue, 14 Feb 2012 18:05:54 +0000 http://kylelacy.com/an-epic-failure-of-customer-service-and-online-engagement-at-south-bend-chocolate-company/#IDComment292413795 http://kylelacy.com/an-epic-failure-of-customer-service-and-online-engagement-at-south-bend-chocolate-company/#IDComment292334526 Also... I'm not talking about a full social media marketing strategy. I'm not sure I ever mention that in the post. I'm talking about listening...that's pretty simple. Tue, 14 Feb 2012 16:03:52 +0000 http://kylelacy.com/an-epic-failure-of-customer-service-and-online-engagement-at-south-bend-chocolate-company/#IDComment292334526 http://kylelacy.com/an-epic-failure-of-customer-service-and-online-engagement-at-south-bend-chocolate-company/#IDComment292328849 Jess - This is not meant to be a social media post. It is meant to be a customer service post. The what is Fourspot was not a question but a comment. I'm not sure how "you don't know, what you dont know" pertains to this situation. We are talking about current information, updated website, customer service, and creating customer advocacy is not a new concept. I feel like I wrote this post to help educate them. Tue, 14 Feb 2012 15:54:58 +0000 http://kylelacy.com/an-epic-failure-of-customer-service-and-online-engagement-at-south-bend-chocolate-company/#IDComment292328849 http://kylelacy.com/today-i-start-my-new-journey-at-exacttarget/#IDComment266733467 Thank you everyone! Tue, 17 Jan 2012 13:03:11 +0000 http://kylelacy.com/today-i-start-my-new-journey-at-exacttarget/#IDComment266733467 http://kylelacy.com/do-all-social-media-conferences-offer-value/#IDComment244471024 Thanks Pickle! Thu, 22 Dec 2011 10:56:50 +0000 http://kylelacy.com/do-all-social-media-conferences-offer-value/#IDComment244471024 http://kylelacy.com/do-all-social-media-conferences-offer-value/#IDComment244470879 Remember that just increasing their presence on Facebook and Twitter is only part of the process. What makes them a valuable resource for training? That is the question you need to answer. Thu, 22 Dec 2011 10:56:33 +0000 http://kylelacy.com/do-all-social-media-conferences-offer-value/#IDComment244470879 http://kylelacy.com/posting-anonymously-you-are-dead-to-me/#IDComment223863605 You are an advocate for keeping all comments whether positive or degrading on a blog? That has been my practice until recently. I usually just ignore them. Fri, 18 Nov 2011 12:34:56 +0000 http://kylelacy.com/posting-anonymously-you-are-dead-to-me/#IDComment223863605 http://kylelacy.com/posting-anonymously-you-are-dead-to-me/#IDComment223863280 Content of comments are key! That is what truly matters in the long run. Fri, 18 Nov 2011 12:33:47 +0000 http://kylelacy.com/posting-anonymously-you-are-dead-to-me/#IDComment223863280 http://kylelacy.com/posting-anonymously-you-are-dead-to-me/#IDComment223863090 Amen. Become the conversation! Fri, 18 Nov 2011 12:33:04 +0000 http://kylelacy.com/posting-anonymously-you-are-dead-to-me/#IDComment223863090 http://kylelacy.com/attention-i-found-a-real-marketer/#IDComment222990801 I measured my ability to care about your response... What do you think was the outcome? Wed, 16 Nov 2011 18:50:23 +0000 http://kylelacy.com/attention-i-found-a-real-marketer/#IDComment222990801 http://kylelacy.com/attention-i-found-a-real-marketer/#IDComment222990328 Perfect! Let me know when the post is live. Wed, 16 Nov 2011 18:49:16 +0000 http://kylelacy.com/attention-i-found-a-real-marketer/#IDComment222990328 http://kylelacy.com/im-ashamed-to-call-myself-a-marketer-it-is-time-to-change/#IDComment222845278 Perfect! Exactly what I was looking for. Thank you Ted! Post coming. Wed, 16 Nov 2011 12:22:03 +0000 http://kylelacy.com/im-ashamed-to-call-myself-a-marketer-it-is-time-to-change/#IDComment222845278