Tuesday, September 7, 2010 | 1 Comment
Tags: B2B, B2C
Posted in: Customer service, Engagement
I have a fondness for acronyms. Perhaps it is because of my former role in the government, but I can have a conversation using only acronyms. (One day when we meet in person, you can test me.) An acronym is used to simplify long expressions that are difficult to remember or time consuming to say and [...]
Thursday, August 12, 2010 | 5 Comments
Tags: comcast, Customer service, engagement, ford, red cross, scrm, social phone
Posted in: Customer service, Listening, social CRM
We’ve been talking a lot about various aspects of engagement over the past few weeks on the blog. Lauren Vargas wrote a great post about adding social aspects to your CRM strategy, and her point below really stuck out for me. Before adding social to the mix, you must ensure your organization has a sound infrastructure [...]
Thursday, August 5, 2010 | 7 Comments
Tags: customer engagement, Customer service, Jason Falls, Old Spice, social media engagement, social media marketing
Posted in: Customer service, Marketing, Social Media
It’s no big secret that the Old Spice campaign has been a success. News outlets and blogs including the Financial Post, AdWeek and Mashable covered it, thousands have tweeted about it (myself included), and millions have watched the videos posted on YouTube. I happened to stumble upon Jason Falls’ post while wandering across the Internet doing [...]
Monday, July 12, 2010 | 3 Comments
Tags: Customer service, customer support, radian6, radian6 customer service
Posted in: Customer service, Social Media Monitoring
This introductory post was written by Nigel Orfei, Director, Customer Services for Radian6. Nigel will be contributing to this blog on a regular basis to share general best practices about managing customer service in the online social space, and he’ll be answering some of the common questions we receive from our clients about our platform, [...]
Tuesday, July 6, 2010 | 2 Comments
Tags: community building, customer enagement, Intuit, TurboTax, TurboTax Inner Circle, user community
Posted in: Community, Customer service, Listening, Social Media
There’s quite a demand for case studies in our neck of the woods, and we understand why: When something as new as social media hits the scene, people want to see successful precedent before jumping into the mix. And while it can be a bit tough to find the right stories to share — we’re [...]
Tuesday, June 1, 2010 | 8 Comments
Tags: customer engagement, Customer service, customer service strategies
Posted in: Customer service
Traditionally, the customer service department has been labeled as a cost center, pushing organizations to work endlessly to shorten call times, streamline customer responses, and do as much as possible to reduce the cost of a seemingly never-ending monetary black hole. In doing this, though, all personalization of company-customer contact has been stripped from interactions, [...]
Friday, May 21, 2010 | 8 Comments
Tags: Customer service, customer service strategies, Guest Blogger, social media strategies
Posted in: Customer service, Guest Blogger
Customer service is inherently social. When you take away all the bells and whistles, it is and always has simply been a conversation between a company and its customers. Now that social media is a key location for social interaction in general, it follows that customer service inevitably has to have a presence there as [...]
Tuesday, May 18, 2010 | 14 Comments
Tags: customer engagement, Customer service, social media strategy
Posted in: Customer service
For all the talk about social-media-for-customer-service case studies, the very basic question of, “OK, so how could this work for my business?” often remains unanswered. Jumping on Twitter and beginning to answer questions may seem like a great thing to do, but there is a necessary amount of thought and planning that must happen before [...]
Monday, May 17, 2010 | 17 Comments
Tags: community mangagement, engagement, listening and monitoring, social media operations, social phone
Posted in: Community, Customer service, Listening, Social Media, Social Media Monitoring
As a community team, we have a rather methodical approach to how we connect with and engage with our customers online. We refer to all of these conversations as “answering the social phone”, and we approach our engagement with that in mind. There are several pieces to that, including how we organize our process and [...]
Thursday, May 13, 2010 | 17 Comments
Tags: customer experience, Customer relationship management, Customer service, Marketing
Posted in: Customer service, Marketing
If actions speak louder than words, then it’s no surprise that customer service is playing a larger and larger role in peoples’ buying decisions. Today’s marketplace is packed with redundant products and services, so we turn to big-picture differentiators, like brand reputation and buying experience, to help us make purchasing decisions. This is also part [...]
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