Social Customer Service
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Is Your Business Poised for the New Digital Customer's Journey?

Is Your Business Poised for the New Digital Customer's Journey? | Social Customer Service | Scoop.it
The sheer proliferation of new online devices and digital consumer channels is pushing leading-edge companies to rethink how they connect with and engage their customers.

Via janlgordon
Andrew Maher's insight:

Great write-up on the challenges facing companies already today.

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Josette Williams's curator insight, July 5, 2013 4:33 PM

This content powerfully points out the massive shift that has happened in marketing today.  Is your company adapting?

Kun Le's curator insight, July 7, 2013 10:58 AM

add your insight...

 

Richard Stadler's curator insight, July 8, 2013 4:33 AM

The purchase process is no longer linear, it is not even predictable. Chaos Theory, here we come...

Social Customer Service
Covering that cross of digital media and customer service
Curated by Andrew Maher
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Free Twitter PowerPoint Template

Free Twitter PowerPoint Template | Social Customer Service | Scoop.it
Download free Twitter PowerPoint template so you can cite famous tweets during a PowerPoint presentation

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Andrew Maher's insight:

Something I can REALLY use.

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SlideHunter's curator insight, August 30, 2013 3:35 PM

Cite a tweet in a PowerPoint presentation with th

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Customer has meltdown with service reps, 5-minute phone call goes viral - WRTV Indianapolis

Customer has meltdown with service reps, 5-minute phone call goes viral - WRTV Indianapolis | Social Customer Service | Scoop.it
Customer has meltdown with service reps, 5-minute phone call goes viral
WRTV Indianapolis
It has happened to all of us: You call your credit card, phone or cable company trying to get help with a problem, and you get nowhere.
Andrew Maher's insight:

Oh no, another example of today's service environment

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Nestle's Facebook Page: How a Company Can Really Screw Up Social Media

Nestle's Facebook Page: How a Company Can Really Screw Up Social Media | Social Customer Service | Scoop.it
How sweet it isn't for Nestle right now, as the chocolate-maker tries to dig itself out of a Facebook gaffe. Note to other companies with Facebook pages: Don't insult your fans! (Some of u could learn a thing or two from this article!

Via Rami Kantari
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Really. In 2013 we still have this happening? Oh come on. I get this at my local bakery but from Nestle?

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Roger Koplenig's curator insight, September 14, 2013 3:20 PM

Some might learn it the hard way.

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5 Customer Service Myths You Can’t Fall For [Infographic] | CustomerThink

5 Customer Service Myths You Can’t Fall For [Infographic] | CustomerThink | Social Customer Service | Scoop.it

Not receiving complaints about customer service doesn’t always mean that you’re getting customer service right with your customers.

Research shows that very few of your customers will actually voice their complaints to customer service. This means that even when things seem to be going right, they could be going wrong, very wrong. As a customer service focused organization, you’re better off receiving more complaints as this gives you the opportunity to make things right with your customers instead of just letting them suffer in silence.

The Salesforce team recently published an infographic on 5 common myths that organizations struggle with when it comes to their customer service delivery. Avoiding these typical myths is key for those wanting to align their teams in order to improve the overall customer experiences that customers get from your organization.


Via Russ Merz, Ph.D., Brian Yanish - MarketingHits.com
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Russ Merz, Ph.D.'s curator insight, August 31, 2013 9:36 AM

A very good summary in #infographic form of 5 misconceptions ("myths") about #customerservice and its #value to the #brand.

Roger Ellman's curator insight, September 9, 2013 7:53 AM

All adds to the picture of looking at The Experience and thus, ServingExperience. This is the aim above all others for success, progress and imporvement. It includes WOW, customer delight, loyalty, brand building and so much more. It yes really, even improves the world one customer at a time.

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Is Your Business Poised for the New Digital Customer's Journey?

Is Your Business Poised for the New Digital Customer's Journey? | Social Customer Service | Scoop.it
The sheer proliferation of new online devices and digital consumer channels is pushing leading-edge companies to rethink how they connect with and engage their customers.

Via janlgordon
Andrew Maher's insight:

Great write-up on the challenges facing companies already today.

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Josette Williams's curator insight, July 5, 2013 4:33 PM

This content powerfully points out the massive shift that has happened in marketing today.  Is your company adapting?

Kun Le's curator insight, July 7, 2013 10:58 AM

add your insight...

 

Richard Stadler's curator insight, July 8, 2013 4:33 AM

The purchase process is no longer linear, it is not even predictable. Chaos Theory, here we come...

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Older Tweets Are Now Searchable on Twitter | Social Media Today

Older Tweets Are Now Searchable on Twitter | Social Media Today | Social Customer Service | Scoop.it
Previously limited to tweets that had been made over the past week, Twitter has started rolling out an update that allows you to search older tweets — although Twitter didn't say how old — by hashtag or keyword.

Via Rami Kantari
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Martin Gysler's comment, February 11, 2013 5:07 PM
Facebook vs Twitter .-)
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Facebook Testing Customer-Service Chat For Small Businesses With Salesforce ... - AllFacebook

Facebook Testing Customer-Service Chat For Small Businesses With Salesforce ... - AllFacebook | Social Customer Service | Scoop.it
AllFacebookFacebook Testing Customer-Service Chat For Small Businesses With Salesforce ...AllFacebookChat may soon be where it's at for small businesses that are confused about Facebook's myriad advertising and marketing options, as TechCrunch...
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Lessons in Customer Service From Starbucks' $7 Cup of Coffee - Business 2 Community

Lessons in Customer Service From Starbucks' $7 Cup of Coffee - Business 2 Community | Social Customer Service | Scoop.it
Lessons in Customer Service From Starbucks' $7 Cup of CoffeeBusiness 2 CommunityFor some, the morning trek down to the local Starbucks is a daily pilgrimage. For others, a $5 latte sums up everything wrong with capitalism these days.
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Using Social Media To Reach Customer Service Departments - San Francisco Chronicle

Using Social Media To Reach Customer Service Departments - San Francisco Chronicle | Social Customer Service | Scoop.it
Using Social Media To Reach Customer Service DepartmentsSan Francisco ChronicleWhen you're trying to contact a customer service representative for a particular company, the odds are good that you need help right away.
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Could It Be? Customer Service Is Supposedly Getting Better - TIME

Could It Be? Customer Service Is Supposedly Getting Better - TIME | Social Customer Service | Scoop.it
Could It Be? Customer Service Is Supposedly Getting BetterTIMEAnd yet it's more likely for customers to switch providers for Internet, pay TV, banking, and other services. Go figure. It seems as if everyone has a tale about Customer Service Hell.
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How VISA and Walmart are Failing at Social Media Customer Service - Business 2 Community

How VISA and Walmart are Failing at Social Media Customer Service - Business 2 Community | Social Customer Service | Scoop.it
Business 2 CommunityHow VISA and Walmart are Failing at Social Media Customer ServiceBusiness 2 CommunityWhat if you walked into McDonald's and asked a question to one of the employees and instead of answering it, they stared at you blankly,...
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GALLAGHER: At 91, Sioux City worker still focused on customer service - Sioux City Journal

GALLAGHER: At 91, Sioux City worker still focused on customer service - Sioux City Journal | Social Customer Service | Scoop.it
GALLAGHER: At 91, Sioux City worker still focused on customer serviceSioux City JournalHis wit and ability to spar verbally has served him well in a lifetime of customer service. A lifetime? Almost.
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Naughty customer service in South Florida - MiamiHerald.com (registration)

KOMO NewsNaughty customer service in South FloridaMiamiHerald.com (registration)South Florida companies are more naughty than nice when it comes to customer service policies, according to Consumer Reports.
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25 Customer Service skills every company should require [infographic]

25 Customer Service skills every company should require [infographic] | Social Customer Service | Scoop.it
Diana Adams at Bit Rebels has put together this terrific infographic called, 25 Customer Service Skills Every Company Should Require. Take a look at her interactive infographic, as well as her arti...
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What is Poor Customer Experience Management Costing Your Company? - Avaya Connected Blog

What is Poor Customer Experience Management Costing Your Company? - Avaya Connected Blog | Social Customer Service | Scoop.it
Stay up to date with trends in the ever changing arena of business communications and technology with the Avaya blog. (What is Poor Customer Experience Management Costing Your Company?

Via Fred Zimny
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The State of Today’s Customer Service and Sales Strategy (Infographic)

The State of Today’s Customer Service and Sales Strategy (Infographic) | Social Customer Service | Scoop.it
Consumer behavior and expectations for service have changed dramatically in recent years, impacting how customer service must be delivered. As Baby Boomer gene…
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4 Examples of Excellent Twitter Customer Service | Social Media ...

4 Examples of Excellent Twitter Customer Service | Social Media ... | Social Customer Service | Scoop.it
Customer service strategy: how to provide exceptional customer service on Twitter and help improve how your customers perceive your company.
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The Future of Work is NOT About Replacing Sharepoint and Email - CloudAve

The Future of Work is NOT About Replacing Sharepoint and Email - CloudAve | Social Customer Service | Scoop.it

Via Luis Suarez
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Luis Suarez's comment, July 23, 2013 4:04 PM
@Gerald, great comment, indeed. In fact, I would take things even further than that. It's not that leaders are fearful about making potential mistakes or embarrass themselves. I think that fear is about what their peer execs may think of them after they make them, just because they were brave enough and the others weren't and they decide to mock them instead. Inertia is a powerful driver of behaviour and certainly for as long as that peer pressure is there high above they may not be diving fast enough or deep enough. Alas, most knowledge workers are not going to wait any longer, any way. The train has already left and the last bandwagon is just about to pass by ... Time to catch it! ;)
Dan Kirsch's comment, July 23, 2013 4:26 PM
@gerald Yupper, Jerry. Good thing that there is no concern over value-added contributions to decision making. Kinda makes me wonder if they've actually read FM6.01-1.
Gerald King, MKMP, CISSP, MOF's comment, July 26, 2013 4:35 PM
@Dan, I am quite sure that some of them just don't want any more contributions to their decision making. Multiple informatino systems have already inundated them with more than they can absorb.
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Social Media Governance - Beyond the Risks

Objectives: To allow Internal Auditors to:
communicate effectively with those managing the use of social media when they are conducting an audit; to understand the inherent release of control of information posted in social media; to understand the tools and systems which might be in use to distribute and monitor social media activity; to understand what governance and control means regarding social media when its utility is heavily linked to not being ‘in control’

 

by @Adamson #IGo2group 


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Nadine Hack's curator insight, December 13, 2012 5:16 AM

Very clear: well worth watching.

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Nawras wins 'Customer Service Provider of the Year' award - Oman Daily Observer

Nawras wins 'Customer Service Provider of the Year' award - Oman Daily Observer | Social Customer Service | Scoop.it
Oman Daily ObserverNawras wins 'Customer Service Provider of the Year' awardOman Daily ObserverBy A Staff Reporter — MUSCAT — Nawras is celebrating after receiving the 'Customer Service Provider of the Year' award at the annual CommsMEA Awards in...
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Providing Exceptional Social Customer Service: HealthStream ...

Providing Exceptional Social Customer Service: HealthStream ... | Social Customer Service | Scoop.it
How do we enhance customer service and build personal relationships with nurses and healthcare professionals? This was the challenge that HealthStream.
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Who would have thought of being social with your nurse?

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American Customer Satisfaction Index favors JPMorgan Chase over Wells Fargo ... - Equities.com

American Customer Satisfaction Index favors JPMorgan Chase over Wells Fargo ...Equities.com11--Wells Fargo's customer service ratings dropped from the top spot in the American Customer Satisfaction Index this year for the first time since the bank...
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Bank Of America's Customer Service Ranking Still Below Pre-Crisis Levels: Report - Huffington Post

Bank Of America's Customer Service Ranking Still Below Pre-Crisis Levels: Report - Huffington Post | Social Customer Service | Scoop.it
Economic TimesBank Of America's Customer Service Ranking Still Below Pre-Crisis Levels: ReportHuffington PostCredit union service suffered amid an influx of new customers who departed large banks, VanAmburg said.
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Using Social Media to Manage Customer Service - Small Business Trends

Using Social Media to Manage Customer Service - Small Business Trends | Social Customer Service | Scoop.it
Small Business TrendsUsing Social Media to Manage Customer ServiceSmall Business TrendsCompanies, large and small, who use social media channels to connect with customers on service issues are on the rise.
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32 Percent of Customers Share Customer Service Experiences via Social Media

32 Percent of Customers Share Customer Service Experiences via Social Media | Social Customer Service | Scoop.it
Once upon a time, slipping up with a customer - a bad experience with a rude agent, providing misinformation or keeping someone on hold for forever - was risking only one lost customer.
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