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14 Reasons To Do Social Customer Service [Infographic] | News | eZanga.com

14 Reasons To Do Social Customer Service [Infographic] | News | eZanga.com | Manage Quality Customer Service | Scoop.it
14 statistics that will have you rethinking your decision to ignore social media as a customer service channel, plus tips for doing it right.

Via Eric_Determined / Eric Silverstein
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Eric_Determined / Eric Silverstein's curator insight, September 16, 2013 6:27 PM

Valuable stats that highlight where there are opportunities for your business to capitalize.

Isabelle Niclot's curator insight, September 18, 2013 5:42 AM

It's time to do it if not done before

Rescooped by Scott Bailey Tafe from Designing service
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Customer Experience Management: The Role of a Chief Customer Officer

Customer Experience Management: The Role of a Chief Customer Officer | Manage Quality Customer Service | Scoop.it
If you follow customer service news or read blogs and print publications dedicated to customer relationship management, you may have noticed a new trend.

Via Rosetta Carrington Lue, Fred Zimny
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Geert Antheunis's curator insight, June 17, 2013 9:56 AM

Another call for the CExpO (or the CCO as its called here)...

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Customer service in Australia 'in serious decline' - MuMbrella

Customer service in Australia 'in serious decline' - MuMbrella | Manage Quality Customer Service | Scoop.it
Customer service in Australia 'in serious decline'MuMbrellaThe quality of customer service in Australia has dropped considerably over the last five years, according to a survey by AMR for industry body International Customer Service Professionals.

Via Fred Zimny
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Managing Online Reputation: What to Listen for, and Where

Managing Online Reputation: What to Listen for, and Where | Manage Quality Customer Service | Scoop.it

The cost of managing an online crisis or reputation issue can seem limitless:  PR, advertising, loss of sales, lost productivity, distracted executives,  competitive maneuvers, additional customer service, litigation—all can burst  budgets.

 

Worse, bad news travels online at turbo-charged speeds: A negative tweet or  nasty video can end up on mainstream media within hours. Think Domino's pizza prank, Kenneth Cole's Cairo tweet, or Gap's logo redesign.

A 2011 global study on crisis preparedness by Burson-Marsteller & PSB  found that 79% of business executives expected a crisis within 12 months, about  59% had experienced a crisis in their current or previous company. Yet, although  81% said digital and social media increasingly influence reputation during a  crisis, half the companies polled still didn't have a crisis plan.

 

Companies know to factor in social media as a key—if not foundational—element  of a reputation monitoring strategy, but they fall short in having a systematic  approach:

What to listen forHow to structure crisis listeningHow to identify critical issues

Read more: http://www.marketingprofs.com/articles/2013/10518/managing-online-reputation-what-to-listen-for-and-where#ixzz2QAhzeeM6


Via Russ Merz, Ph.D.
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Jacki's curator insight, August 5, 2014 6:35 PM

Worth a read

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Email the slowest form of customer service - Telegraph

Email the slowest form of customer service - Telegraph | Manage Quality Customer Service | Scoop.it
With the explosive growth of Twitter and other social media channels over the last few years, email has come to be regarded as a 'second-class' service, according to new research.
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