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A Simple Way To Win Your Customers’ Loyalty
I’m going to tell you a story about my weekend. Bear with me – it goes somewhere… A tale of service This weekend Caralin and I flew down to New York to see our favourite comedian Eddie Izzard at the...
View ArticleCustomer Service In The Age Of Social Media
Yesterday I spoke with City News‘ Kris Reyes about the challenges businesses face in customer service in the age of social media. In Toronto we’ve seen numerous recent instances of “citizen journalism”...
View ArticleDoes Online Customer Service Encourage Dissent?
One of the highlights of South By Southwest for me so far was the Customer Support in a 140 Character World panel with Caroline McCarthy (CNET), Frank Eliason (Comcast), Lois Townsend (HP), Toby...
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Why You Should Tweet During a Crisis
Ever have one of those frustrating conversations with your colleagues during an emerging issue, where you’re trying to figure out whether acknowledging an issue online will defuse it or spread it? You...
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Three Forces Driving Social Customer Support
We’ve discussed, many times, the importance of the ongoing trend towards the integration of various communications forms in social media – the fact that you can’t just put “social” in a bubble and...
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Why And How To Scale Social Business Programs
As time goes on we’re seeing a rising trend toward social customer support, largely driven by three forces: Companies are observing high-profile brands successfully executing social support programs...
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Eight Tips for Scaling Social Customer Support
David Armano noted in a recent Harvard Business Review post on social business that listening to conversations is a valuable step but only the beginning: “The true opportunity lies in scaling and...
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Marketing, community, support or all of the above?
Something has been gnawing at me for a while, and after a great conversation over brunch with Ferg Devins today I’m feeling inspired to throw this out there. “When I was your age…” Source:...
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