#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

No comments: