Comments by Robin Fray Carey Subscribe

Great piece, Debra. We've just fielded a survey on how much adoption of social for customer service there is out there, but this is terrific context.

May 19, 2012 View Comment

On The Great Content Challenge

And it's a keeper, Ruth! Well-done and we hope you'll do more in 2012.

December 16, 2011 View Comment

On Has the Holiday Shopping Season Started Off with Quality Customer Service?

Interesting that Mark only expects that his call will be answered, not that his problem will be solved. My friend, Paul Greenberg, reports that a huge percentage (add a comment if you know the number!) of customers who call do not expect to have their problems solved....

December 4, 2011 View Comment

On I Want My Arrington back!

How prescient you were, Jon: http://www.nytimes.com/2011/09/13/technology/michael-arrington-and-aol-p...

October 5, 2011 View Comment

On What Would Your Customer Say?

Wow, this is so much in tune with what @eyelllin Emily Yellin talked about in her keynote last week at BDI's event in New York. She's working with big companies to just get top management to hear directly from customers, and as a journalist, she is able to craft these "listening tours" in terms of story, so that it is better absorbed and of course, better acted-upon. Check her out.

July 22, 2011 View Comment

On Being There: Customer Service & Community Gardening

Ty, you had me at Being There. But I'm a gardner and this is my favorite time of the year. Nothing makes me happier than getting all muddy and sweaty. The other important thing to remember about gardening, of course, is that gardening require patience. At least some projects do. And not to stretch this excellent metaphor too far, with social business, the "seeds" might be inexpensive but to get results you're going to need real human attention!

July 5, 2011 View Comment

On PSEG Case Study: A Utility Changing Customer Experience Standards

Terrific case. PSE&G rarely gets the hype or criticism that its California counterparts get, but it just does a lot of things right (full disclosure, I'm a PSE&G happy shareholder.)

May 18, 2011 View Comment

On Audio Archive: The 2011 State of Community Management Webinar

This webinar was rich in information and best practices. I highly recommend for anyone interested in communities, which are the heart of social business.

May 17, 2011 View Comment

On Natural, Organic, Social - That's Where CRM is Going

Estaban, while I'm never one to discourage controversy on our sites, I do want to take issue with the implication here that Leigh, a respected blogger only recently arrived at The Social Customer, is either promoting Microsoft or has a client relationship with them. Also, I've talked to Leigh about her relationship with MS. They are not a client.

May 9, 2011 View Comment

On Adventures in the Customer Service Underworld

Thanks for sharing this example, Ganga. The metaphor of "putting lipstick on a pig" has been used too many times -- but at the risk of spouting cliches, I think you'd agree that using social media to send someone into the phone queue is about as ugly as it can get.

May 2, 2011 View Comment

On Adventures in the Customer Service Underworld

Good question, Raelin. I think both are probably true... it's so much easier to measure customer content on twitter and facebook, harder with voice. And now that klout is being integrated into CRM, there is going to be more attention to paid to online influencers.

April 29, 2011 View Comment