April 10, 2013
Customer Service experiences have always been shared, but not historically at the speed they are shared via social media. We’ve seen it happen time and again. Generally the ones that get the most press are negative for the companies that are featured…to be honest, I am not sure how it continues to happen, but it […]
July 11, 2012
Earlier this week, I came across a great Social Customer Service infographic. The statistics regarding customer service and social media indicate opportunities for organizations to shift the internal mindset and generate a better experience for their customers. I am one of the 58% mentioned in the Social Customer Service infographic excerpt above,”58% of those who have […]
May 9, 2012
Many Customer Service initiatives focus on the problems or the complainers instead of the solutions/advocates and it seems that changing that mindset benefits organizations and customers alike. A few of the advantages include: being prepared to offer a solution more quickly, reduction in customer service resolution times, increased customer satisfaction and employees who feel more empowered to offer solutions. Join us for #SMChat as we discuss customer service issues and potential approaches on May 9th at 1pm ET.