Thanks, Francine. The scenario you describe with Aurora is, in essence, both a process problem and a misalignment between organizational goals and customer service execution. Before I started my company, I managed software tech support teams. One of the ways that we pre-empted the problem you had was to give to our customers, at the time of purchase, an escalation chart that showed a manager's name and email address, their boss's name and email, and *their* boss's name and email. The message was clear: if the first guy can't help you, email his boss. That technique made it very easy for customers to get fast resolution without scouring LinkedIn and paying for the inMail service because we had an effective process that was closely aligned with our customer service objective. There are implications here for the social customer, but I'm curious to know if you think the process I described would help you and Aurora's other customers.

Absolutely. I did promise Aurora that I would not send everyone to the COO, but every email I get asks me for such an escalation chart.

Francine Hardaway, Ph D
GV: 816.WRITTEN

Thanks, Francine. The scenario you describe with Aurora is, in essence, both a process problem and a misalignment between organizational goals and customer service execution. Before I started my company, I managed software tech support teams. One of the ways that we pre-empted the problem you had was to give to our customers, at the time of purchase, an escalation chart that showed a manager’s name and email address, their boss’s name and email, and *their* boss’s name and email. The message was clear: if the first guy can’t help you, email his boss. That technique made it very easy for customers to get fast resolution without scouring LinkedIn and paying for the inMail service because we had an effective process that was closely aligned with our customer service objective. There are implications here for the social customer, but I’m curious to know if you think the process I described would help you and Aurora’s other customers.

Cool. Its sounds like if Aurora would make such a chart available it would be a fast and cheap win in terms of PR and customer service. I know from years of experience that it works wonders. Keep me updated on how the story unfolds:

http://www.twitter.com/golateef

Absolutely. I did promise Aurora that I would not send everyone to the COO, but every email I get asks me for such an escalation chart.rnrnFrancine Hardaway, Ph DrnGV: 816.WRITTEN

Cool. Its sounds like if Aurora would make such a chart available it would be a fast and cheap win in terms of PR and customer service. I know from years of experience that it works wonders. Keep me updated on how the story unfolds:rnrnwww.twitter.com/golateef

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