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 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 Is The Soul Of Digital
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?
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
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!
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
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
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
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
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
Metrics reflect organisational priorities. As such, traditional customer service has been on a rapid transformation in recent years. Moving …Read More
