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Evolution of Customer Care

April 11, 2012 in Customer Service, Social Media with 0 Comments

Today was another #SMChat session which focused on customer service. This tweetchat session is held totally in public view on twitter only using a specific #hashtag. Kind of like a flashmob but only an exchange of opinions here. Here is an assembly of some of the answers provided today.  All this is just an extract and the entire exchange lasted less than an hour. A fuller transcript can be found here. www.storify.com/ambercleveland

~~~~Framing post and questions/answers~~~~

Customer Service & Social Media are a powerful combination. Many organizations focus on the marketing aspect of social media and overlook the inclusion of their customer service departments. Internal disconnects can become external issues – we discussed how to avoid this through evolution…

Q1. How does your organization evolve to meet the needs of your customers?

  • Customers expectations have changed Orgs do need to adapt, however adapt intelligently/strategically not as knee jerk Continue Reading…

16 things to do before talking ‘social’ to a client

January 2, 2012 in Education, Social Media, Social Software with 0 Comments

I get asked this every so often by colleagues, business partners and now more often clients who are faced with the need to talk about social media with their clients. Many or most of them are not very “social” in this sense of the word and are unsure of where to begin. Think about it, if you want to sell cars, you need to have sat in one, if you are into baseball you need to have seen a game. Social media is not different. So, before you begin talking social to customer, partners or competitors you might want to try these out and familiarize yourself with the places, the tools and the functions. These are all free but will take some time getting through the setup phase and begin using them.

Discussion with client

Be comfortable talking social

Continue Reading…

SoMe meetup IRL, Stockholm 2011

September 10, 2011 in Education, Social Media with 0 Comments

This is a different subject from my usual customer experience or corporate service offerings. I wanted to write about an event which I had been hoping to make happen for quite some time now; a tweetup with some social media friends. Yes, I had a blind date with some Tweeps tonight.
I have been cultivating a number of twitter relationships for about 15 months now, these are people, men and women from a number of continents and a variety of ages as well. The subjects will range from my interests in customer services to social media and at times general banter as well. I even have had a longer relationship with a guy who tortures me regularly every winter and has me almost tattooing IWBMATTKYT on my forehead. But that is for another story.

Continue Reading…

Do you need a song to get attention?

July 27, 2011 in Service Please, Social Media with 0 Comments

I just read Doug Shaw’s latest entry on his blog about another experience of poor service and the song he was motivated to write. Now it won’t win any awards anytime soon I hope but it will get some attention. It did mine.

Is this the new way of getting companies to pay attention? Do we all need to be a songwriter or know one so that when bad service is experienced we are prepared? There are many examples of this on the web, Dave Carrol’s United Breaks Guitars got a lot of press at the time and has almost 10Mil YouTube hits to date.

>Is posting a song on YouTube the new comment box?

Does this effect companies is one part of this but why can’t they just get it right? Do they really just not care and figure the customer will come back anyway?

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