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 customer service politicises the value of service
Social customer service (social support, #social custserv) is a symptom of digital disruption. It is unique in being transparent relative to any other form of customer service. It is important to use social media monitoring to filter the full range of customer commentary. Social command centres are first generation versions of Customer Engagement Hubs which will eventually blend customer listening, customer engagement, customer analytics, change management and employee engagement (ESNs) into a united team. This will function for lifecycle management including sales, marketing and service. Including reputation management and influencer management. It will also form the hub for service improvements, innovation and crisis management