#GoogleGlass Fails Social Customer Service

"Whaddaya mean we 'fail social customer service"?!...Didn't we send you a holiday card?!

You did.

"Didn't we offer you coffee, wine, beer and champagne when you came to be fitted for your Glass?!"

You did.

"So how did we 'fail social customer service'?'

You didn't bother to listen after the deal was done.

There's No Excuse for Google Not Listening In Social

Google is quick to beat its chest about how Google Plus is on its way to social media dominance.

Google Plus IS big.  How could it not be?  If you have a gmail account you are beaten into submission. No peace until you agree to having a Google Plus account.  Be that as it may.

Google wants to be social.  It really wants to be social.

To underscore the point, you can find Glass on Facebook and Twitter.

Unfortunately, Google doesn't understand that listening is the first and most important step in social media success.

Engage Your Customers

Google wants to be social.  I really want to like Google Glass.  It should be a match made in heaven.

I want Glass to succeed not just because I paid about $1,600 for the privilege of becoming a Glass Explorer, but, because I actually  like Google as a company and would love to see Glass succeed.  It has incredible potential.  If it can't get the simple stuff, however, it's going to have a tough time with the big stuff.

When your customers complain in social media, they should get a response.  Somehow.  Somewhere.

I gather that there are a grand total of less than 10,000 Google Glass Explorers, people who have Glass, world wide.  This should be a manageable group for a company like Google.  Somehow, it's not.

Can You Hear Me Now?

Not long ago, I shared a post on Google's own private platform for Glass Explorers.  I vented about how I had trouble with connectivity and wasn't impressed with the functionality of Glass generally.  Two fellow explorers responded.  No one from Glass did.

So, the other day, I blogged about my disappointment with Glass.  I then shared that post with my 160,000 some closest friends on Twitter.  Still nothing from Glass.

Are my expectations that unrealistic…Or is it true, Google just doesn't get social, especial social customer service?

Why Couldn't Glass Help Me Get Connected?

A lack of reliable connectivity has been a big problem for Glass and me.  I have an iPhone.  I got a Verizon personal wifi hotspot for my phone for Glass connectivity.  It rarely worked.

I was then told by someone at Verizon to get a portable Unite wifi device and I would find a vast improvement in connectivity.  I did, but then could not get my Glass to sync with the new wifi hotspot.  I complained about this in my blog and tweets.

I then stumbled upon the recently released Glass app for the iPhone.  It provided a simple way to register a wifi network.  I am hoping that my connectivity issue has been resolved.

Would it have been too much to ask Glass to have listened to my complaint and said, "Hey, Glen, we think we can help…"

For Zappos, that wouldn't be too much to ask or expect.

For Glass…well, you know my thoughts.

Please Share Your Thoughts and Connect with Me on Twitter!

@GlenGilmore   @GlassExploring

Social Governance: Take Ownership of Your Social Media Accounts #SocBiz

Don't Become This Year's @PhoneDog_Noah Poster Child 

The infamous case of @PhoneDog_Noah dragged on for three years, wracking up legal fees all along the way.  The skinny?  Employee with business-branded Twitter account decides to leave the company, taking along with him "his" Twitter account, with its 23,000 followers.  Tug of war ensues.  "It belongs to the company."  "It belongs to me."  Company sues asserting each follower has a value of $2.50.  Three years later a settlement with a confidentiality agreement.  We know the case is settled, but, we don't know the terms.

How to Avoid Becoming This Year's @PhoneDog_Noah - or @hmvtweets?

Social media accounts used for a business purpose are a business asset.  Businesses need to define with their employees who owns or controls what and to what extent.  Forget to limit how and when an employee may use a business-branded Twitter account and you just may find your company's next difficult move live-tweeted, as the entertainment company HMV found out when one of its employees rather hilariously live tweeted company layoffs.  Avoiding litigation or embarrassment from one's business social media accounts requires defining who controls them, when and to what extent.

Some Simple Social Media Governance Suggestions:

  • Define ownership.  If your company's intention is to retain control over a specific social media account:  say so.  Say so NOW!  
  • Put It In Writing.  Forget the "he said, she said".  Get your employees - or partners - to sign an agreement that in consideration of being permitted to use any given branded social media account, he or she acknowledges that such an account(s) is/are the sole property of the business and remains under the business' ownership and control regardless of what may happen to the employee.
  • Include Safety Brakes.  Include a provision in your social media accounts agreements that should an employee who has access or management privileges to a business social media account is any way suspended or terminated or leaves the company's employment, he or she must immediately cease any communication or management of the company's social media accounts and that he or she may not change the account(s) passwords and that he or she will assist the company, even in such instances, in resuming control of the social media accounts.
Bonus Social Media Governance Tip
  • Change Your Account Passwords Anytime an Employee Who had Access Leaves!  Simple enough.  So see that it's done!  It's a simple step too many enterprises, big and small, ignore.
* Nothing contained in this post should be considered legal advice.  If you have a legal question, please contact an attorney from your jurisdiction.

Connect with me on Twitter:  @GlenGilmore   @SocialMediaLaw1