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'United Breaks Guitars' Made Dave Carroll a Customer Service Celebrity (video interview)

February 6, 2012 by Paul Simon
with 329 views
2

"United Breaks Guitars" went viral quickly after musician Dave Carroll posted it to YouTube. He talks about the United and the social media experience in this video interview, the first of four segments. [read more]

May I put you on hold?

January 26, 2012 by Stephanie Gehman
with 497 views
0

Jiri Vaclavek/shutterstock

How does this apply in social customer service? Choose someone to plan, oversee and implement your social media that exemplifies customer service and has the authority to take action on a customer's behalf. Get the right people on the bus from the start. [read more]

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Viral Messages – the “Black Swan” of Social Media

December 14, 2011 by Priya Venkataraman
with 764 views
0

"In both the cases of Nestle Kit Kat and the “Jasmine revolution” the event that triggered it was very small and almost mundane- but with the aid of social media spread very fast and furious. This lays to rest the case of why brands must track their negativity to be able to identify the "tipping point" of the messages and act before it goes viral." [read more]

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Audio Archive: Customer Service and Social Media: Best Practices from Best Practitioners

December 7, 2011 by Cliff Figallo
with 621 views
0

Customer Service and Social Media:Best Practices from Best Practitioners   An exclusive, live webinar from Social Media Today Customer service used to be found only in the store or on the phone. Today it's as close as an IM or an app on your smart phone. Certainly, reaching a CS rep is quicker today than ever, but... [read more]

5 Reasons Why Ignoring Negative Social Media is a Career Ender...

November 1, 2011 by Paul Kiser
with 3,052 views
5

There are five reasons why ignoring negative Social Media is a bad idea and why the CS and PR executives who follow this policy have an expiration date on their careers [read more]

Social Media and Word-of-Mouth Advertising In a Digital Age

October 25, 2011 by Sue Cockburn
with 580 views
2

Most of us understand the importance of word-of-mouth advertising to our business. We know that spending money on marketing a service or product that has a bad reputation with consumers, and not doing anything about it, is similar to burning money. People will only be reminded of the problems and why they don’t want to deal with us. [read more]

Turning Lemons into Lemonade: Will It Work for BlackBerry?

October 21, 2011 by Mac Ocampo
with 246 views
0

"Free apps? Is this enough to ease the pains of the giant lemon that RIM threw at its billions of customers? Reality checked, damage has been done. While BlackBerry had been the only reliable and instrumental communications tool during the Virginia quake back in August, customers are an unforgiving lot, customers are to be pleased and not to be asked for sympathy." [read more]

4 Reasons Your Company is Failing at Social Media

October 6, 2011 by kevin fawley
with 2,737 views
12

The truth is, most business owners don’t know squat about social media. And that’s ok. The problem is they’re too stubborn and proud to admit it. For every social media success story there are hundreds of businesses struggling to establish any type of online presence. [read more]

Why Tweet?

September 26, 2011 by Matt Hannaford
with 2,464 views
2

“Why should I be on Twitter? No one cares what I’m doing and I don’t care what they are doing.” This is the most common answer for people who aren’t currently using the social media platform when asked about it. [read more]

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Don't Let Customers Become Angry Birds on Twitter

September 6, 2011 by Tammy Kahn Fennell
with 1,060 views
2

Recently I learned a hard lesson in customer service. A customer tweeted me about an issue experienced after an update. I replied in 140 characters as my tweet field dictates and attempted to help. I thought it was a perfectly pleasant tweet, but I was met with a reply that included "please don't insult my intelligence." I was left scratching my head. Where did my attempt to help go wrong?Then I realized there were two things working against me... [read more]

As QSRs Embrace Wifi, Starbucks Kicks Computer Customers Out

August 12, 2011 by Jennifer Jones
with 699 views
2

For many many years, Starbucks founder Howard Schultz, famously said he wanted Starbucks to be that "third place between home and work -- an extension of people's front porch, or people's home office." [read more]

“We Don’t Email,” Says a Customer Service Rep

August 10, 2011 by Heather Whaling
with 396 views
4

"As I was getting off the phone with a local utility company, I requested documentation of the service changes we’d just made. I was thinking they could fire off an email confirmation. No big deal, right? Not so fast. When I asked for the email, I was told, 'We don’t email.' Huh?" [read more]

Utilizing Social Media for Customer Service

April 27, 2011 by Jason Miller
with 3,692 views
11

The voice of the consumer has never been more powerful, or influential, and has potential to spread virally in an instant. Reacting quickly can often quell negative comments and amplify positive ones. Over 58% of tweeters who have tweeted about a bad experience, have never received a response from the offending company. [read more]

Web 3.0 – Let’s Find a New Title…

April 21, 2011 by Martin Meyer-Gossner
with 370 views
0

Many web evangelists are sharing their views about the future of the next web these days. What will The Web 3.0 be, and how will it be named? For years people have foreseen The Semantic Web. Some might say, it is The Mobile Web, and know how to illustrate the opportunities (i.e. Augmented Reality) in their video. [read more]

Social Discrimination, or How Brands Choose with Whom to Interact

February 23, 2011 by Steven Van Dingenen
with 4,830 views
0

It’s a given (or better: a generalization) that 20% of an advertiser’s clients make up for 80% of his turnover. This insight has given birth to real in-depth Customer Relationship Marketing Programs. We give better offers and communicate more intensively with our top customers. That seems logical. This hierarchy in customer status is also translated into customer service. Did you ever wonder why you had to give your customer number before entering a callcenter of a big brand? Customer service: if you are a customer with great value for the advertiser, you can be helped quicker, by better skilled staff. That’s reality. [read more]

This Webinar Will Blow Your Mind - Weekly Twitter #CustServ Chats – Year One

January 19, 2011 by Cliff Figallo
with 2,988 views
0

Are you passionate about the importance of good customer service? Do you work in some aspect of the customer service industry? Do wish you could meet regularly with other people who share your passion for innovation and excellence in customer service? What do you do on Tuesday nights at 9 ET? [read more]

Why Content Marketing Can Get You More Customers

December 16, 2010 by Eric Tsai
with 4,387 views
2

Content is critical in today’s marketing. With so much competition you have to be able to differentiate your product from your competitors by creating unique content. As a business professional, experts, marketer or even just a blogger who’s trying to navigate the changing landscape of this digital media evolution, you must understand... [read more]

Can You Measure the ROI of Custmer Service?

November 1, 2010 by Heather Whaling
with 1,797 views
2
source: Search Engine People Blog

“Break the service paradigm in your industry or market so that customers aren’t just satisfied, they’re so shocked that they tell strangers on the street how good you are.” — Jack Welch Is customer service the new PR? There’s no shortage of articles and posts explaining the inter-connectedness of the two disciplines (see: Dave Fleet,... [read more]

Social Media: In-House or Outsourced

September 25, 2010 by Maria Ogneva
with 12,430 views
6

Social media is hot, and sometimes it can feel like an arms race across businesses of all sizes to start using social media. There are many caveats and best practices to listening and engaging correctly; although it's still a developing field and best practices are formed every day, there are certain spoken and unspoken rules and approaches. With that said, it's imperative that brands adopt a smart strategy and thoughtful execution of social media. Because social media should be integrated with all groups and silos inside the organization, having an internal social media leader more than makes sense. However, what happens when you don't have the right resources, or don't have enough resources to do something right now? [read more]

Does your small business owner really need Facebook?

September 13, 2010 by Sandy Miller
with 2,377 views
1

This is a question facing many small business owners. They wonder do they really need Facebook and what can it really do for you. Many of these owners look at Facebook as another task added to an already busy day. Their focus is on running their business and servicing customers. They don’t have a huge staff that gives them the... [read more]

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