Lenovo’s David Churbuck is on the social media frontline for the computer manufacturer. Every day he engages customer gripes which range from flaming batteries, dead pixels, and even the company’s Chinese government involvement.
Having interviewed Churbuck for Radically Transparent, I already knew that he has a wealth of common-sense advice for Fortune 500 companies who wish to engage bloggers and other citizen journalists. So, I’m excited that he’s shared some of his wisdom with Jeremiah Owyang–who graciously gave Churbuck space on his blog to share his thoughts.
In partly pedantic jest, I suggested the type of topic I’d like to discuss is: contravening corporate policy by privately resolving a blogged customer support issue and having the blogger publicly state the solution and thereby set a precedent for all future complaints
And from there, Churbuck dives into a great example of how appeasing a blogger’s gripe needs careful consideration–especially if it might set a new precedent on your company’s refund/return policy.