A social customer service strategy is an absolute must. There are too many interconnected pieces to make it up as you go along. Equally the …Read More
Social media is becoming the next generation of communication channels to be integrated into Customer Services
With its power to instantly amplify, social media has captured the attention of many functional heads. Customer Service's approach to its integration is central to an effective organisational response which is many cases will mean a much broader enterprise involvement in Customer Service duties than ever before.
Social Customer Service: A Force For Change
Right now customers who engage via social channels for service are in a lottery. The odds on a good experience are mediocre. A great one is …Read More
Social Customer Service: Your Leadership Agenda
The growth of customer service via social channels is still in its infancy. That said, it has made incredible strides over the last few …Read More
Mapping Your Social Customer Service Ecosystem
There are two key differences between mainstream and social customer service. First is the switch from private to public …Read More
Social Customer Service: Customers As Team Coach
It goes without saying that your attitude towards a social media crisis should be one of anticipation than denial. You know it's just a …Read More
Social Customer Service: Exploiting The Upside
This post reflects on a missed opportunity between Marketing and Service. In particular Social Customer Service. We are all …Read More
The Dangers Of Declaring Social Customer Service ‘Business as Usual’
Two things happened today that brought a particular experience into sharp focus. It was a shuddering fear that social customer service …Read More
A Personal View On The State Of Social Customer Service
The mere fact that June and July have been themed ‘social customer service’ month in two major industry sites mycustomer.com and ICMI call …Read More
Social Media & Financial Service Brands
Social Media and Financial Services are getting to know each other pretty well. There are some obvious opportunities to be grabbed. For …Read More
Marketing & Customer Service: Marriage Partners Or Holiday Romance?
Social Marketers are confused. Their vision of the world is an integrated one in which Customer Engagement speaks louder than siloed …Read More
