We (people who contribute to the customer service conversation) work hard to create better customer experiences, look to generate improved metrics, fewer pain points, adding additional tools to help provide service...and yet, "customers aren't feeling any better." It should certainly cause us to pause and ask ourselves a few questions about our customer service initiatives for 2015. The monthly "Customer Service" feature on Social Media Chat will provide an opportunity to collaborate on achieving the ultimate customer service success - satisfied customers. Join the conversation #SMChat at 1pm ET on November 12th.
TODAY’S Chat Transcript The concept of online virtual identities is as integral to the Internet as the very protocol (Hypertext Transfer Protocol) that underpins its communications infrastructure. And even if you’ve been living under a rock the past 20 years and wake up to this current brave new mobile world, I’m pretty sure you won’t even bat an eye once you start getting […]
So you’re on the internet minding your own business. You see a tweet that inspires a second look. A few RT’s and tweets later, you are delving into new conversations and new ideas with new people that wouldn’t have happened if it had been up to us to plan it. Call it serendipity, or blind […]
We know it’s important to establish and connect with stakeholder values when we grapple with large scale change. At the core of our efforts there must be an emotional call to action, focusing our efforts and motivating our actions over the long term. Culture has lots to do with our inner value systems. Much has […]
This framing post is going to be a bit frenetic so I thought I’d start you off with a picture of a soothing grey day at the beach to calm your nerves. I met Eric Hoffman in 2009 at the best marketing conference ever. It was an influential event for many marketers and after returning […]
Did you know it is Customer Service Week? And even though it wasn’t planned, it coincides with the SMChat monthly Customer Service feature at 1pm ET October 8th. Customer Service Week is a great time to examine your customer service metrics, standards and initiatives. It is also important to recognize the customer service professionals within […]
Join us each WEDS 1pET
wk1 MOBILITY @autom8 @SMSJOE
wk2 CUSTSRV @ambercleveland
wk3 MKTG @sharonmostyn
wk4 SOCIALCHG @sourcepov
JAN-29 "Strategy Before Content w/ Social Media" @merlinuward
JAN-22 SOCIALCHG "Messaging"
OCT-30 "How Will Story and SM Change the World?" @MarketingVeep
JUL-31 "Wearable TECH" @autom8
JUL-24 "What is SOCIALCHG?"
JUN-12 CSRV MKTG Welcome #USGUYSCHAT
MAY-22 TECH Big Data @autom8
MAR-13 tweet tracking via @HashTracking begins
APR-24 "GALA Reunion Chat"
JAN-30 TECH "Sands of Context"
JAN-23 SCHG "What is Possible?"
JAN-09 "SM and the Arts"
AUG-22 "Collab in the Social Enterprise"
JUN-20 MKTG "Measurement Vendors"
MAY-30 "Bus Model Innov" w/ @skap5
APR 11 CSRV "Evolution"
MAR 28 SCHG "Building a Movement"
MAR 21 MKTG "Blogs"
MAR 14 CSRV "Fix It Before It's Broken"
MAR 07 MOB Mobility (debut)
FEB 29 BIZ "Waiting for E2.0"
FEB-22 SCHG Re-Launch
FEB-15 MKTG "SoMoLo"
FEB-01 "Chat Chemistry"
JAN-04 "Story in SM"
DEC-21 MKTG "2012 Futures"
DEC-07 TECH "5 Stages of SM Maturity"
NOV-02 TECH "Why SM? 8 Capabilities"
OCT-26 SCHG "Return of NFP Makeover"
OCT-19 MKTG "Higher Ed"
OCT-12 CSRV "Ready to Serve?"
OCT-05 "New Faces of FaceBook"
SEP-28 SCHG "NFP and Social"
SEP-21 MKTG "Book Publishing"
SEP-07 TECH "Social Mobility"
AUG-31 MKTG Viral Mktg w/ MattFreedman
AUG-24 SCHG "NFP Business Models"
AUG-17 MKTG "Google Buys Motorola"
AUG-10 CSRV w/ Marsha Collier
AUG-03 TECH "How G+ UX"
JUL-27 SCHG "Sustainabilit"y
JUL-20 MKTG "5 Stages of SM Adoption"
JUL-13 CSRV "Legacy Thinking"
JUL-06 TECH "Google+"
JUN-29 Digital Footprint
JUN-22 Social Overload
JUN-15 MKTG "Building Community"
JUN-08 CSRV "Are your Customers Irked??
APR-30 New SMCHAT framing site launches on WordPress
Q1 APR-22 "Social Media's Value Proposition" #SMCHAT PREMIERES
Q2 “Collaboration drivers”
Q3 “Twitter: online/real-time chat?”
Q4 “Twitter: SME collaboration?”
Q5 “Stickiness & aggregation factors: NING?”
Q6 “SME credentials & tagging”
Q8 “Knowledge co-creation”
Q9 “Twitter as Paradigm shift?”
Q11 “Intellectual Property” #IP20
Q12 “Online communities”
Q13 “Knowledge Networks”
Q14 “Google's SM play”
Q15 AUG-05 “Can we measure SM ROI?”
Q16 AUG-12 “Corporate Culture”
Q17 AUG-19 “Web 2.0 Principles”
Q17RM AUG-26 “Fundamentals Remix” w/ @ajmunn http://alasdairmunn.com/?p=708
Q18 SEP-09 “Agility in SM” w/ @jkloren http://ow.ly/nDNP
Q19 SEP-16 “What is your SM plan?” w/ @ajmunn
Q20 Sep-23 “Web 3.0” w/ @bpluskowski http://bit.ly/smcQ20
Q61 SEP-01 "Value in 2.0 Relationships" w/ @sourcepov
Q63 SEP-15 "+Conversion w/o Breaking the Bank" w/ guest @amyafrica
Q64 SEP-22 "Twitter Influence" w/ @blogbrevity
Q66 OCT-06 “Behavior by SM Channel” w/ guest @inspiredtrain
Q67 OCT-13 “Brand Building” w/ @sharonmostyn
Q70 NOV-03 “SM and Election 2010”
Q71 NOV-10 “Employee Engagement” w/ @SMSJOE
Q72 NOV-17 “Facebook Email (Titan)” w/ @sharonmostyn
Q78 DEC-15 "Twitter as Paradigm Change" w/ guest @pistachio
Q79 DEC-22 "SM for Artists" w/ @blogbrevity
JAN-05 Twitter Trends 2010-11 w/ @SMSJOE
JAN-12 Senge on Learning Orgs w/ @sourcepov
JAN-26 2011: Year of Integration w/ @heidicohen
MAY-31 Grabbing Twitter by the Tail
MAY-25 Critical Thinking in 140c
MAY-18 MKTG Marketing Content
MAY-11 CSRV Making it Work
MAY-04 MindMaps Re-mixed
APR-27 Smchat at 2