• Skip to main content
  • Skip to primary sidebar
  • Skip to footer
BrainFood

Main navigation

  • Services
    • Emotive CX for Customer Interaction
    • Keynotes & Chairing
    • Masterclasses & Mentoring
      • Digital Customer Service
      • Mobile Service
      • Omni-Channel Design
      • Performance & Quality
      • Proactive Service
      • Self Service
    • Webinars & Whitepapers
  • Blog
    • Customer Experience
    • Customer Service
    • Emotive CX
    • Employee Experience
  • Resources
    • Slidedecks
    • Videos & Podcasts
  • BrainFood
  • About
  • Testimonials
  • Contact

Martin Hill-Wilson

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

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

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

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

Social Customer Service: Dealing With Traffic Bursts & Social Crises

Social Customer Service: Dealing With Traffic Bursts & Social Crises

August 1, 2014 by Martin Hill-Wilson

Traditional contact centre workforce planning exists because there comes a point when spreadsheets can no longer keep up with the complexity …Read More

Social Customer Service: Gathering & Using Social Customer Data

Social Customer Service: Gathering & Using Social Customer Data

August 1, 2014 by Martin Hill-Wilson

One of the differences between Marketing and Service social platforms is whether they collect and can access interaction histories. Having …Read More

Social Customer Service: Using Knowledge Effectively

Social Customer Service: Using Knowledge Effectively

August 1, 2014 by Martin Hill-Wilson

One of the by products of helping customers solve their problems is new service know-how. A cost benefit of social customer service is that …Read More

Social Customer Service: Integrating Social And Existing Infrastructures

Social Customer Service: Integrating Social And Existing Infrastructures

August 1, 2014 by Martin Hill-Wilson

Although the culture of social is distinct, its infrastructure needs to be part of the overall customer service capability. Otherwise you …Read More

Social Customer Service: Analysing The Right Channel Mix

Social Customer Service: Analysing The Right Channel Mix

August 1, 2014 by Martin Hill-Wilson

It is a mistake to assume that offering social customer service is just a matter of hooking into Facebook and Twitter. Prior analysis of …Read More

Social Customer Service: Mapping Social Journeys

Social Customer Service: Mapping Social Customer Journeys

August 1, 2014 by Martin Hill-Wilson

In this competitive era of differentiated customer experience, it should go without saying that service experiences are only designed after …Read More

Social Customer Service: Maintaining Operational Alignment

Social Customer Service: Maintaining Operational Alignment

August 1, 2014 by Martin Hill-Wilson

Social customer service is different. Its workflow, competency set, engagement style and risk/opportunity profile need approaches that are …Read More

  • Page 1
  • Interim pages omitted …
  • Page 7
  • Page 8
  • Page 9
  • Page 10
  • Page 11
  • Interim pages omitted …
  • Page 15

Primary Sidebar

Enquire Now

Latest Articles

(no title)

Optimising Availability of Your Human Delivered Customer Service

Real-Time Agent Guidance – Help or Hindrance?

Related Content

  • Aligning With Other Customer Strategies
  • Analysing The Right Channel Mix
  • Becoming Fanatical About Service Failures
  • Charting A Course To Having The Best SLAs
  • Dealing With Traffic Bursts & Social Crises
  • Developing The Right Mix Of Metrics
  • Gathering & Using Social Customer Data
  • Integrating Social And Existing Infrastructures
  • Investing In The Right Leadership Style
  • Maintaining Operational Alignment
  • Mapping Social Customer Journeys
  • Mastering Social Media Monitoring
  • Recruiting, Training and Managing Social Teams
  • Using Knowledge Effectively

Thought Leadership

Change Management

Change Management

Customer Experience

Customer Experience

Customer Service

Customer Service

Employee Engagement

Employee Engagement

Footer

Services

  • Emotive CX For Customer Interaction
  • Keynotes & Chairing
  • Masterclasses & Mentoring
  • Webinars & Whitepapers

Resources

  • Slidedecks
  • Videos & Podcasts

Brainfood

  • LinkedIn
  • Twitter

Martin Hill-Wilson

  • LinkedIn
  • Twitter

SUBSCRIBE

Receive updates from Brainfood-footer
Sending
Return To Top
  • About
  • Contact
  • Privacy
  • Terms
Copyright © 2010-2025 BHC Ltd
Bridge House Consulting Ltd 16 The Green Woughton On The Green Milton Keynes MK6 3BE · UK