A loyal following has grown for the Tuesday night #CustServ chat at 9 p.m. ET on Twitter, co-founded and hosted weekly by author and speaker Marsha Collier (@MarshaCollier) and CEO of Chalkboarder, Jeffrey J Kingman (@JeffreyJKingman). The chat centers around a topic relevant to customer service thought leaders and managers. We got the founders and a few key contributors together to talk about the last year and what they've learned. Listen below!

Listen to the audio: (length 01:01:05)

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Here are a few questions that came through during the presentation:

  • How good is doing a video chat without audio? Do you benefit by establishing that "personal connection" as opposed to a blind chat?
  • What are the chances that the small companies that are "doing it right" will influence the big fish, and can we use social media to help grow the message?
  • Although NPS is to some degree an standard to measure customer satisfaction, does NPS is telling us that we are doing a good job? Are we sure NPS is telling us that we are providing the best service? If the needle doesn't move very much, is it telling us enough?
  • Why listen to Social Media when your customers already knocking on your custserv door on Twitter, Facebook, etc.
Contributors included:
Emily Yellin (@Eyellin)
Journalist and author of Your Call Is (Not That) Important to Us - Customer Service and What It Reveals About Our World and Our Lives
Frank Eliason (@FrankEliason)
Senior Vice President of Social Media at Citibank
Marsha Collier (@MarshaCollier)
Co-founder of the #CustServ chat, author, speaker and thought leader, whose latest book, published in January, is The Ultimate Online Customer Service Guide: How to Connect with your Customers to Sell More
Jeffrey J Kingman (@JeffreyJKingman)
Co-founder of the #CustServ chat, board member of Social Media Club Portland (OR), and CEO of Chalkboarder