Customer Service Delivery – What media?
The #custserv chat this week posed the question “Interacting with your Customer: Text? Voice? Video?” Unfortunately, I didn’t participate (my evenings are normally reserved as family time) but I did get a chance to review some of the discussions. One comment from Ted Coine really resonated for me : One channel or 12, you’ve got to get #custserv [...]
Customers, Companies and Social Media – Levelling the Playing Field
Customers don’t own the conversation. The only thing that social media has done is level the playing field. Companies are scared of social media because they don’t control information about them anymore. It used to be that individual consumers couldn’t get their message out massively. Only companies had the resources to communicate via mass media. [...]
Using Social Networks for Good
This is a bit different from what I usually post; please bear with me. I used to work for Nuance Communications, while I was there one of my colleague’s employees went on long-term disability. He has MS (multiple sclerosis). He’s been blogging and I interact with him once in a while via Facebook. Unfortunately, his [...]
Will Social Media save Customer Service?
Many people have been asking if social media efforts can or will save customer service. I’ve even seen posts about adoption of social media by companies recognized as great or horrible at delivering customer service (see The Smoking Social Media Gun: Intent or Does Social Media Help or Hurt? as examples). Alternatively, there are also [...]
