Twitter and Customer Service
I read an interesting blog post last week about the use of Twitter (and other social media) for customer service. The post conveyed an often thought yet frequently unspoken notion that many see social...
View ArticleWhy Social, Listening and Customer Experience Initiatives belong in Customer...
The new voice of the customer is putting a huge burden on the old ear of business. With the advent of social media, telling ten friends can now mean influencing ten million friends. The resulting tidal...
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Ants: 120 million years of Learning About Social Communities
‘Buzz’ – the word that defines social media is lifted from the world of social insects. But, while we freely employ metaphors from the hive to human interaction, how much are we actually learning from...
View ArticleLessons from famous brands – listening to the voice of the customer
At one point in time, the Singer Corporation had more than 12,000 people working in a single plant. They were selling more than a million sewing machines a year and had hundreds of millions of dollars...
View ArticleWhat if…?
Some questions for customer service and customer experience managers to think about… What if: your agents could follow the right process, just as you had designed it? your agents didn’t have to ALT_TAB...
View ArticleSocial Social everywhere – but Customer Service is nowhere
When you read the survey that says 71% of customer complaints sent via Twitter meet with no response, you realize that for many companies, having a Twitter account is more about lip service then any...
View ArticleAn unexpected observation of customer service…
For the past five years, during the first weekend in August, I have participated in a fund raiser (the Pan Mass Challenge) where approximately 5,000 cyclists pedal a 192 miles over two days and raise...
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Making for ‘real’ customer service experiences…
My mom Marie, a lovely woman in her 70s, has just replaced her old computer (used mostly for soduko, crosswords and email) with a new Windows-based machine with a faster processor and better graphics....
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How to Leverage Social Media Feedback
Everyone is analyzing social media, or so it seems. But, a lot of companies, even those MEASURING Social Media comments, are not exactly sure how to ANALYZE social media feedback. The question I get...
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Flying the Friendly Skies of Social Media and Social Business
As readers of this blog might recall, and my small following on Twitter surely knows, I’m a regular customer of our customer, United Airlines. In fact, I’m a million mile flyer with United and...
View ArticleThe CIO Holds the Keys to Outside-In
Providing engaging and satisfying customer experiences across the whole of the customer journey, all channels at all times, has become critical to organizations’ success. Customers’ expectations have...
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