Since we focus primarily on local and regional media planning and buying in the Kansas City area, there are not too many times my clients have needed me to monitor the blogosphere for them. But, I have heard about this phenomenon many times from folks who are concerned about their national buzz.
In my head, I have it envisioned as some solitary person, in a corner closet, hunched over their computer refreshing their Google Reader/Twitter, etc. every thirty seconds, waiting on that single mention of their corporate boss.
But, I have never experienced it until yesterday. I was having problems with some NING accounts- a site where smaller organizations can set up their own "social sites". So, I sent out a Twitter message- thinking that if someone else was having an issue, I would at least hear about it.
And, within a minute, I was being followed by a NING Customer Service person, and had a direct message from them inquiring me about my issue. Laura invited me to send her a message, detailing my problem and she would look into it. IMPRESSIVE. By the end of the day, she had responded, and although I haven't had a chance to see if her feedback was indeed the problem (user error I am sad to say), I was satisfied she was concerned enough to actually look into it.
It is amazing that customer service has evolved into an almost instantaneous process. Although it took Laura just 60 seconds, instead of the 30 I imagined, in my mind, I think I will still envision her hunched over the computer, waiting for that moment when she can leap to attention.
And, Laura, if you find this post in the Blogosphere--- HELLO!
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