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 […]
Customer Service and Social Media are virtually inseparable. In order to maximize both, they have to be connected within an organization or at a minimum communicating frequently and clearly. As organizations continue to decide where Social Media belongs, they also have to take a look at legacy Customer Service Departments. How can those departments evolve […]
What’s on the horizon for customer service and social media in 2013? I have some thoughts, but I’d rather discuss it on our Customer Service feature of #SMChat on January 9th at 1pm ET. Please join us and weigh in on the questions below. Q1. What trends are in customer service and social media are […]
As someone who really appreciates customer service, the "Why do we care?" question drives me crazy and offers me an opportunity to point out what is obvious to me about why. I've heard it so many times in companies large and small, I've seen it as a virus permeating the silos of organizations and I've witnessed it breaking the spirit of service in many. It can be a battle to shift people and organizations into the spirit of service...but it doesn't have to be.
Please join us at 1pm ET, October 10th to join the discussion and feel free to share your comments below as well.
Social Media Commerce...I love the sound of that. It's the sound of fruition...Creation of revenue streams via social media. It's exciting for so many. For some, however, it can be intimidating. The important questions can be tough: Who? What? When? Where? Why? How?
This week's #SMChat, September 12th at 1pm ET, will focus on Social Media, Customer Service and Social Commerce questions.
Understanding underused in Customer Service - How can we change that by being #PositivelySocial? Join the tweetchat on August 8th at 1pm ET to be a part of the discussion.
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 […]
I am so fortunate to share my passion for customer service and social media with amazing people on Social Media Chat. I have so many interactions with people who care about the customer service and social media combo as much as I do, that sometimes I am surprised when I receive bad customer service. It […]
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.
Customer Service and Social Media are a powerful combination. However, many organizations focus on the marketing aspect of social media and overlook the inclusion of their customer service departments. When than happens, it is only a matter of time before it becomes publicly apparent...during #SMchat at 1pm ET on April 11th, we will discuss the evolution of customer service as it is combined with social media.
April 10, 2013
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