customer service fail

Social Nation Book: Keeping Customers Happy After You Have Their Money

I jump off and on the reading bandwagon more times than I care to admit. I’d like to read a lot more than I do and the one topic that seems to have really gotten me passionate again is learning about communications. Crisis, engagement, customer service, social media…it all really intrigues me and I’m always on the look out for others’ recommendations. One of those “others” suggested 2010’s Social Nation: How to Harness the Power of SocialA book authored by Barry Libert, a social technology advisor with a laundry list of board appointments…pretty smart and savvy guy. A thought leader.


I’m about a quarter of the way in when I read that it’s best for me to take his online Social Quotient Test. Sounds interesting. I’m intrigued and I’d love to play along. I spent the money on the ebook, I want to get as much bang for my buck as I can. And hey, I love those quizzes that tell you something about yourself. So I clinked on the link on the book’s page. It sent me to the Mzinga website, a social business and technology company and one led (not anymore though) by Libert. I don’t think anything of it other than that the test should be on here somewhere. Nope. No where to be found. How was I suppose to know my social strengths and weaknesses if I couldn’t take the test?

Next step…Google. It had to be somewhere right? Maybe it was on an unlinked page that could be found with a simple search. No dice. There were lots of references to this test, mostly in reviews of the book, but not a chance of finding it. I decided to reach out on Twitter to the company linked to in the book.

No response. OK, let’s check in with my peers. I decided to follow up with the gentlemen who had suggested the book as surely he had run into the same problems…

Mike decided to direct his tweet to the author, rather than the company. He’s a smart man. However, this also received no response. Well, OK, I could have emailed the company. Absolutely. But the thing is, the book is about being social and teaches you how to foster a more engaging company…and email isn’t the most social of platforms. So, a few weeks later, I decided to try Twitter one more time.

The response was no different. None. I can turn up the stubborn when I want to though and so I made my way over to the Facebook page for Social Nation. My hopes weren’t high here as the page hadn’t posted since February, of 2011. I posted, and I did receive a response, though not the one I was hoping for. After a bit of back and forth, it was left with a “let me see if I can get it reposted.” As of this post (February 6, 2013), I continue to wait, but with a hope that it will be reposted.

customer service















Please understand, I’m in no way poo-pooing the book. I’m pretty much done and really enjoyed Barry’s suggestions around creating a more social culture in your workplace. I agree with it. I subscribe to it. I endeavour to be successful in the execution of his ideas. But this isn’t a book review blog…

Engaging with your customers before, during and after a purchase is key to relationship building. Regardless of how busy Mr. Libert or Mzinga were to prevent them from responding to my questions regarding their product, the perception is that they aren’t listening or aren’t interested. I’m sure neither of those are the case but perception is everything. Especially around a product on THIS particular topic. Thankfully, I was able to finally connect through social channels, and they were sorry for the situation, but there wasn’t much in the way of trying to keep a customer happy. 1st response: No direction to a similar or comparable test. 2nd response after: Finally a suggestion that the Social Quotient Test may be reposted. But really no attempt to be…well…”social”.

THE CONCLUSION: Booty Call – If I don’t have anything else better going on, I’ll stop by.
I really hate to give the customer service around Social Nation such a low score but when it comes to a business engaging with its customers, it came up pretty short. The plus side is I will take a lot of the good advice from his book and apply it to the organization I work for. I think my staff will be better for it.

Service Rating System:

Friend Zone – I just don’t like you in “that way.”
Booty Call – If I don’t have anything else better going on, I’ll stop by.
2nd Date – I’ll give you a second chance.
Going steady – This could be the beginning of something major.

Rate this post

Leave a Comment

Your email address will not be published.