Temkin Group Introduces Term "Social Schizophrenia" To Describe Emerging Social Media Problem

Online, August 23, 2010 (Newswire.com) - In a new blog post called 8 Symptoms Of Social Schizophrenia, Temkin Group introduced a term called "Social Schizophrenia." This new term describes companies that provide levels of service in social media that are significantly different than service levels in other channels.

"Companies get so excited about social media that they sometimes forget about other parts of their business," stated Bruce Temkin, Customer Experience Transformist and Managing Partner of Temkin Group.

In his blog Customer Experience Matters, Temkin discusses the mistake that companies make in their social media efforts. Some organizations have dedicated teams looking to interact with people that complain about their company in social media sites like Twitter; trying to resolve issues for those social media authors. Often times, firms use a more aggressive approach to resolving those situations than they do with complaints that come directly into their customer service organizations.
According to Temkin: "Social media efforts can't fix a broken customer service model. Companies should use social media to augment good customer service, not as an opportunity to ignore their poor service."

To read the more about this new concept, visit the blog Customer Experience Matters, at http://experiencematters.wordpress.com.

For more information about Temkin Group, visit http://www.temkingroup.com.