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We Will We Will Roku
By: Mike Bush
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So often, we read about social media crises. Or, how some company has let someone down. I try to stay away from using my (very limited) social media presence on the net as a sort of bully pulpit for companies that I perceive have done-me-wrong.*

But by and large, I sometimes think Kevin Smith was right:

The Internet is a tool used the world over where people can come together to b!tch…

The quote goes on to talk about movies, but I think it’s accurate as pasted above.

So, instead of ranting about a disappointing experience, I want to give a shout out to a great customer experience I had last week with ROKU, the company that makes the streaming set-top box that connects my TV to Netflix, Amazon Video, MLB TV, and a host of others.

It started when my ROKU box was acting odd. It would connect and stream videos for a little while, but then it appeared to lose the signal. I went to ROKU's site, and clicked on the “Live Chat” option. The queue was a little long (15 minutes or so), but it gave real-time updates as to where I was in line, how long I could anticipate waiting, etc. Essentially, if I wanted to grab a cup of coffee, I knew I had time.

I spoke with an agent who was very helpful and offered some tips. Problems seemed to be gone.

Then, two days later, I received an email from ROKU referencing my chat session and checking in to make sure everything was OK. It’s a small thing, probably at least half automated, but it totally made me think that company really cares about its users.

I know this is a blog about PR… but in this case, great customer service led to positive media coverage right here on Flack Me. For those of us in Corporate Comms, it’s a reminder to make sure our companies are treating our users like they’re our most important asset.
 
*It doesn’t always work, as my Twitter small number followers will attest to, regarding how FexEx treated me and my parents. 


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About the Author
Mike Bush is a PR and Marketing freelancer with more than a dozen years of experience in the field. Find him on and connect Twitter @mikebush or at www.mikebush.nyc. 
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