It is important to build the customer service mentality throughout your organization. As you think about how to better serve your customers, keep the internal customer in mind. If you are trying to overcome a hurdle to serve an external customer/solve a pain point, you are likely going to need internal support to accomplish […]
There was recently a great article on Mashable, “Customer service best practices: Making social media a two-way conversation.” We will consider this article when we are having the January 20th SMChat that focuses on customer service. The author of the article, Stephanie Walden, lists seven best practices for engaging on Social Media with Customers: Your customers […]
The March Customer Service Feature for #SMChat will focus on predicted emerging trends in customer service. It is always a lively, engaging conversation and we hope that you will join us at 1PM ET on Wednesday, March 18th. As we approach the end of the first quarter, now seems to be an appropriate time to review the predicted Customer Service trends for 2015 and how they are impacting our businesses. We will also discuss, whether or not there are any trends that you expected to see and haven't seen yet.
Customer service can make or break an organization, it may cost Comcast $45Billion. We will focus on customer service impacts and outcomes during the February 18th Customer Service Feature on #SMChat. We hope that you will join us at 1pm ET for a lively discussion.
Do you fit into your customer’s shoes? Do you even know what they look like? These are important questions to consider when designing the customer experience. You have to be able to walk a mile in your customer’s shoes, it’s the entire journey not just a snapshot that will yield the greatest insights into what […]
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.
Customer Service is critical for every company regardless of size, location, or industry. As a customer, I try to keep it in perspective that there is a person behind my service. Although, companies are held responsible for the service that their personnel provides (consistency in hiring is key to consistency for company customer service, but […]
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wk1 TRENDS @autom8
wk2 MKTG @sharonmostyn
wk3 CUSTSRV @ambercleveland
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