Our Blog: where do you stand?

Matthias says:

Thu, February 11, 2010 at 3:42:pm

I’ve been waiting to read this post ever since i saw the original tweet! Any word from blue shield on the issue yet?

mary says:

Thu, February 11, 2010 at 4:25:pm

what part of that tweet was socially responsible? i don’t get it.
I value freedom of speech and opinion; but…..

ken says:

Thu, February 11, 2010 at 8:26:pm

if there are 1.3M followers and only 42 RT’s how is this so powerful? why not 1.3M RTs?

Janet says:

Thu, February 11, 2010 at 9:06:pm

Interesting…

Sacca should know that the Blue Cross and Blue Shield Association, owners of the trademark, and their licensees are against pre-existing conditions.

The Blues started when a group of faculty at Baylor University pooled their funds together to help out a co-worker with medical bills. Hence the first not-for-profit Blue insurance coverage began.

When life insurance companies got into the game, they introduced the idea of “pre-existing conditions” so they could cheery-pick the market and skim all the healthy folks for their clients.

For more than ten years, Blue Cross and Blue Shield organizations have been calling for health care reform to legislate an end to the practice of pre-existing conditions. Until then, they must compete to stay in business.

Maya says:

Fri, February 12, 2010 at 3:44:pm

I’ve asked Chris if anyone has followed up with him, but haven’t heard back yet. I’m very curious to know if anyone is monitoring the online conversation for Blue Shield.

I also think the question about numbers is less relevant. I think the point is that companies need to know what people are saying about them… particularly since many use social media as a method to vent frustrations about businesses and organizaitons.

Mary - Your question is good and fair. I think Marijean’s point (and I could be wrong) was that he had the voice and the ability to raise awareness to a very serious issue. Not sure if I’d call it socially responsible, but more about creating a conversation…

Danielle says:

Thu, March 04, 2010 at 3:55:pm

Totally agree with Maya, the numbers aren’t relevant. What is key here is that you have a disgruntled customer. And instead of going home and complaining about it to his friends and family, he can now broadcast it over the Internet (and if you care about numbers, add to it the number of people who read this blog post!).  Businesses have to be monitoring their brand online.

What if @sacca had called Blue Shield and took out his frustrations on the phone? Would they have hung up on him? No way. That’s bad customer service.  Addressing concerns with online monitoring is just an extension of customer service as we know it.

Danielle says:

Thu, March 04, 2010 at 4:07:pm

Or, how about this one.

@ellenfweber: Is there imbalance of communication when Excellus Blue Cross holds you on line 30 minutes before answering & talks at you?

I found this in a quick Twitter search of ‘blue cross.’ Ellen (of NY) has over 5,000 followers on Twitter, and the message was retweeted twice.

This tweet is directly complaining about customer service… looks like something Blue Cross should address!