Although the culture of social is distinct, its infrastructure needs to be part of the overall customer service capability. Otherwise you …Read More
Customer Service
Next generation customer service is about orchestrating call centre, e-service, social network and peer to peer communities into single customer journeys that work fast first time and reduce customer effort.
Serving up those experiences are passionate, skilled and empowered brand ambassadors who increasingly link across the silos to join Customer Service, Marketing and Sales under One Agenda.
Social Customer Service: Analysing The Right Channel Mix
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 Customer Journeys
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 is different. Its workflow, competency set, engagement style and risk/opportunity profile need approaches that are …Read More
Social Customer Service: Recruiting, Training and Managing Social Teams
The transparency of social engagement has put a premium on effective engagement technique. Much of this is about communication style in …Read More
Social Customer Service: Mastering Social Media Monitoring
Listening platforms are core to social engagement. The volume and ubiquity of customers' social commentary means you need a finely tuned …Read More
Social Customer Service: Investing In The Right Leadership Style
Since all forms of social engagement are witnessed, the consequences of poor and excellent service are heightened. "No-one can hear you …Read More
Social Customer Service: Aligning With Other Customer Strategies
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
Why The P&Q Challenge Is So Relevant to Customer Experience Movers & Shakers
I just enjoyed the great pleasure of celebrating the third cohort to be accredited in the use of the P&Q strategic planning …Read More
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
