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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.

Why Social Customer Service Is Your 1st Real Digital Milestone

Why Social Customer Service Is Your 1st Real Digital Milestone

September 7, 2015 by Martin Hill-Wilson Leave a Comment

I’m fond of pooh poohing those who think that adopting chat or another ‘new’ channel means they have gone digital. This is because …Read More

Social Is The Soul Of Digital

Social Is The Soul Of Digital

September 3, 2015 by Martin Hill-Wilson Leave a Comment

I've just returned from Florida. Loved the warmth of the swimming pools. Appreciated the ubiquity of common courtesy that America still …Read More

Whatsup With Social Customer Service?

Whatsup With Social Customer Service?

September 2, 2015 by Martin Hill-Wilson 2 Comments

I've come across quite a few of the brands that offer social customer service here in the UK. Some have attended my masterclass. Others are …Read More

2015: Tapping Into Big Changes Taking Place In Social Customer Service

2015: Tapping Into Big Changes Taking Place In Social Customer Service

January 12, 2015 by Martin Hill-Wilson 1 Comment

Now we are entering 2015, I thought it would be interesting to review how social customer service has evolved during the last twelve months. …Read More

Social Customer Service: Talk Is Cheap, Action’s Much Tougher!

Social Customer Service: Talk Is Cheap, Action’s Much Tougher!

October 24, 2014 by Martin Hill-Wilson 1 Comment

The growth in social customer service appears to have stalled. Now the early adopters are out and about, the expected next tranches are …Read More

Why America Needs to Get Serious about Social Customer Care

Why America Needs to Get Serious about Social Customer Care

August 5, 2014 by Martin Hill-Wilson Leave a Comment

In the process of getting the word out that I'm bringing my Master Class to the U.S., I've been mugging up (more than usual) on the state of …Read More

Social Customer Service: Becoming Fanatical About Service Failures

Social Customer Service: Becoming Fanatical About Service Failures

August 1, 2014 by Martin Hill-Wilson Leave a Comment

Like 'chalk and cheese' and 'hand in glove', social customer service and continuous improvement go together. In fact it is downright …Read More

Social Customer Service: Adapting Voice Of The Customer For Social

Social Customer Service: Adapting Voice Of The Customer For Social

August 1, 2014 by Martin Hill-Wilson Leave a Comment

Knowing your impact in social customer service makes a lot of sense. Everyone else gets to glimpse symptoms of your performance every time …Read More

Social Customer Service: Charting A Course To Having The Best SLAs

Social Customer Service: Charting A Course To Having The Best SLAs

August 1, 2014 by Martin Hill-Wilson Leave a Comment

The language of Service Levels Agreements (SLAs) suggests these are promises made to customers around the service performance you are …Read More

Social Customer Service: Developing The Right Mix Of Metrics

Social Customer Service: Developing The Right Mix Of Metrics

August 1, 2014 by Martin Hill-Wilson Leave a Comment

Metrics reflect organisational priorities. As such, traditional customer service has been on a rapid transformation in recent years. Moving …Read More

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