Recent Posts

Why Viral Brand Tweets Can Be Terminal

Meg Coffey
When Chicago-based Christian Conti sent a tweet to a relatively unknown New York-based clothing company called Hawke & Co complaining about a recent purchase, they sent the 46 characters above by way of reply. The result was nothing short of a spectacular example of how NOT to use twitter for customer service.
Why Viral Brand Tweets Can Be Terminal

Are You Outsourcing the Social Aspects of Your New Business Efforts?

Randy Milanovic
One of the more common sentiments shared at The Social Shake-Up in Atlanta – and a personal cause of mine – was the advice not to outsource your social media and customer relations communications to a third party. In other words, don’t ask your agency to do the talking for you. As skilled as the social organization may be, we really shouldn’t be doing it for you. Why? Because the relationships you have with your prospects are important.
Are You Outsourcing the Social Aspects of Your New Business Efforts?

Social Customer Service: Talk Is Cheap, Action is Much Tougher

martin hill-wilson
The growth in social customer service appears to have stalled. Now the early adopters are out and about, the expected next tranches are nowhere to be seen. New names remain scarce.
Social Customer Service: Talk Is Cheap, Action is Much Tougher

What’s the Next Evolution in Customer Relations? Meet the Customer Experience Team [INFOGRAPHIC]

Lien Brusselmans
Since the Customer Service team is often the sole representative of brands on social media, product feedback or sales opportunities are often left unattended. Brands need to step away from traditional customer service models and introduce a Customer Experience Team that is able to address any type of issue or question in real-time.
What’s the Next Evolution in Customer Relations? Meet the Customer Experience Team [INFOGRAPHIC]

How Social Media Evolved into a Service Channel

DebraEllis
While social media is losing the battle for marketing dominance to traditional marketing, it remains a strong service channel. Customers and prospects are actively participating on social platforms. Maintaining a corporate presence is mandatory. Failing to manage the presence well is shortsighted and cavalier.
How Social Media Evolved into a Service Channel

Why Build an Online Community?

4Roads
While Social Media does have its place when building your community, there are other areas you need to focus on in order to connect on a deeper, more meaningful level. This article will show you where your attention needs to be drawn to and why it’s crucial to your on-going success.
Why Build an Online Community?

Why Is Good Customer Service So Difficult?

mfauscette
Customer experience is an overused and over discussed topic maybe, but the customer has experiences with your brand at every interaction. The question is whether the experience is positive, neutral or negative.
Why Is Good Customer Service So Difficult?

Dreamforce 2014: Your Product Is Only as Good as Your Service

aberkson
There is a shift happening in the customer service community. Words like service, support and even call center are being replaced by new phrases like customer engagement and customer experience. The refrain recently has been “customer service is a marketing opportunity.”
Dreamforce 2014: Your Product Is Only as Good as Your Service

Are Your Social Media Platforms Engaging Customers?

aliciavcci
Social media has evolved by leaps and bounds over the last few years. Today it has become a profiting marketing channel. Social media has also changed the dynamics of call center services.
Are Your Social Media Platforms Engaging Customers?

3 Customer Service Trends to Watch at Dreamforce

aberkson
It’s that time of year when masses of CRM vendors and professionals descend on San Francisco for Salesforce’s annual user conference, Dreamforce. It’s a good time to take stock of the CRM industry as a whole and consider where we’ve been, where we are and — most important — where we’re going.
3 Customer Service Trends to Watch at Dreamforce