Facebook losing customer base: Customer service at issue

By Billy Bob Bramscher

Facebook may be a social utility that connects people with friends and others, yet if you have ever tried connecting with Facebook regarding a customer service issue, like other frustrated users, it’s quickly realized that, except for a generic drop-down box of predetermined choices with auto-responses, Facebook had zero customer service.

Why was this an important issue that should have been flagged before the IPO?  Every successful industry that comes to mind in our species evolution involves sectors in extractive, manufacturing or tertiary and all rely on customer service at many levels of the sales cycle.  Jerry Gregorie, former CIO of Dell Computers, has been quoted stating, “The Customer Experience is the next  competitive backround” and Bill Gates, Chairman of Microsoft has sung, “Your most unhappy customers are your greatest source of learning.”

The bottom line is if a business does not have customer service, that business has no customer value. www.wisegeek.com/what-is-customer-service/ is quoted stating, “Customer service is the practice of providing customers with a positive, helpful experience when they enter a business, throughout the time they stay at the business, and even after the customer leaves, should they have additional questions or products to return.”  It could be said that Facebook lacks tangible “products,” but the complete absence of customer service undoubtedly should have stunted the value of this tech giant and been a lighthouse regarding the true value.

As a word to the wise, it is important to conduct an in-depth investigation on any investment. Although it is easy to get hyped on the frenzy of the next big American Scheme, look at each financial opportunity and like Alec Baldwin as “Blake” in Glengarry Glen Ross (1992) believed “that watch costs more than your car. I made $970,000 last year. How much [do] you make? You see pal, that’s who I am, and you’re nothing. Nice guy? I don’t give a shit,” because that is exactly the type of person who sold you the fool’s gold. Eureka!!!

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