"Customer service is the new marketing"...you've heard. Good customer service starts with good listening skills.

Now, I've heard the story of a Comcast exec calling Michael Arrington of TechCrunch fame on at least 4 different occasions.

It's a great example of how a company can use social media tools/technologies to facilitate positive Word of Mouth (WOM), which is the goal, isn't it?

Judging from the Twitterstream, Comcast seems to be making headway. Good for them!

Now, Ameriprise has an opportunity to do the same...and I'm offering to help. :-)

Last week, I posted on a "letter" I received from their CEO (sort of). Today, someone I don't know as a regular reader of my blog, found it, and posted a comment about his frustration with his advisor getting re-assigned.

I forwarded the note to my Ameriprise advisor...asking for the company to listen to this plea in the Internet wilderness.

We'll see what happens.

What I do know is that a post from the CEO (or any exec) responding to a valid customer complaint goes a LONG way to showing you care. And it would make a great impression on all of my readers (and the people they tell about it).

So, Ameriprise, set up Kingsley Joseph-built Yahoo Social Media Pipe or a TweetScan for your name (hint, I did it for you) and get out there and join the conversation.

Guidelines to some positive WOM

1. start listening to the conversation
2. start participating
3. offer to help

Let's see what happens...

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