I’ve already covered this experience as a customer but now it’s time for me to step back and look at the situation as a user experience and usability professional. I’m usually on the user research and interaction design side of SAAS but the enterprise-level, systemic failure across all UPS customer service channels could not be ignored in this incident.
When UPS let me down last year in delivering my Christmas presents to my family in Texas in 2013, I attributed it to the Amazon avalanche and let it go. But they’ve done it again this year with my package to the same sister!
I did some sleuthing around the internet and it seems that several development companies are working on a content management solution (CMS) for social media. The idea is that you can input your dynamic content and the CMS will post the items not only to your website but also to your social media pages as well. Awesome!
Social media in business needs a purpose. You can use social media as just one of the marketing tools available to get buyers to your site. You just need to use the right one for the job.