Browsing All posts tagged under »socialmedia«

#smchat is 8 .. so it’s time for some cheer .. and our annual social media check-in

May 30, 2017 by

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Our #smchat community turned 8 years old last week. It’s a perfect time to spread a little Twitter Chat cheer. Let’s compare notes on the path behind us and the path ahead. Q1. On #socialmedia investments. Is your overall time expanding, contracting, or flat? What are the drivers? Q2. On #socialmedia change. How have your interactions […]

Close to Home: Are Local Communities the Ultimate Proving Ground for Social Change?

September 22, 2015 by

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CHARLOTTE, NC.  As resources focused on #socialchange build gradually in various corners of the internet (see TED on Social Change, as a sample), we’re continuing to look for case studies that can illustrate how social media might play a role, connecting stakeholders when and where they are most needed. Who will tell their story? How will […]

The Search is On: Will our Social Change Case Studies go Social?

August 25, 2015 by

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CHARLOTTE, NC. Last month, we continued to build energy on our Case Study initiative by taking nominations. We’ve been talking in fairly broad strokes over the last 2 years, and many of us are thinking it’s high time we created focus on the details. What are some specific examples of #socialchange? Who will be willing […]

Customer Service Predictions 2015

March 17, 2015 by

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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.

Customers expect better in 2015, are organizations ready to provide it?

November 12, 2014 by

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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.

Social Change and Culture: Is it a Question of Values?

October 22, 2014 by

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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 […]

Five years of SMCHAT are now behind us. What lies ahead?

April 22, 2014 by

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  It’s hard to believe that #SMCHAT is 5-years old this week. We started as a spin-off of #INNOCHAT in April 2009, borrowing their unique, in-depth analytical view of topics and Q&A format, but focused on social media in general, rather than innovation practice. From there, the community has evolved in unique ways. We were […]