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customer service

The Year of the Social Predator Has Arrived & The Social Mind

January 25, 2012 by Peter Auditore
with 185 views
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The Year of the Social Predator Has Arrived [read more]

Which Department Should Lead Your Social Media Activities?

January 23, 2012 by Luke Brynley-Jones
with 314 views
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Image: Courtesy of author blog

Deciding who takes the lead on social media is one of the biggest questions that big brands (and lesser mortals) are facing today. [read more]

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How a Social Care Strategy Can Increase Overall Brand Sentiment

September 30, 2011 by Jennifer Bach
with 304 views
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As business continues to adopt social media into overall their communications, providing customer service through these networks is an emerging trend. “Social care” involves providing assistance to customers via platforms such as blogs, Facebook and Twitter. I’ve just finished pulling together a new benchmarking study of seven Fortune... [read more]

Is Your Community Manager a Customer Service Agent? Why (and How) They Should Be

July 18, 2011 by Cindy Meltzer
with 188 views
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Customers are going to ask questions via your social media channels, no matter what you say they are for. It’s best to have a Community Manager (or two or three) who is ready to put on the Customer Service Hat whenever necessary. [read more]

Team Leaders & Their Changing Role In Customer Service – Session 1

June 21, 2011 by Martin HIll-Wilson
with 146 views
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The team leader role has seen many changes in recent decades and during economic downturns. Now leaders are becoming trapped by administrative tasks and spreadsheets. How to get back to engagement. [read more]

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Self-Service for the Social Customer?

May 16, 2011 by Hansen Lieu
with 468 views
2

However, my take-away from Maoz's observation is that it is still important for companies to offer a combination of touch points in the future. Organizations need to balance the level of service they deliver to the resources that they have while making a reasonable return for their investors. Self service offers organizations the ability to help customers solve their problems quickly and provides a high ROI. [read more]

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Handling Complaints: Demanding and Requesting are Two Different Things

April 11, 2011 by Michelle Vanek
with 182 views
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Michelle is the owner of Eye2Eye Consulting, based out of Toronto, Canada. She is an expert in the field of conflict management and public relations. For more information about the company and their services, please visit their site: www.eye2eyeconsulting.com. Eye2Eye Consulting, indisputably indispensable [read more]

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Mobility for Customer Service

April 5, 2011 by Hansen Lieu
with 593 views
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You may wonder how mobility can help to deliver exceptional customer service. As it turns out, one of the low-hanging fruit scenarios for mobility is field service. [read more]

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My Mother, The Customer Service Expert

March 11, 2011 by Alyson Stone
with 1,107 views
2

When I am in "drinking from the firehose" mode, I try to remember my mother's tenets of being a good hostess. [read more]

Customer Service Makes the Sale: Getting a New Fridge for Christmas

January 28, 2011 by Lori Jo Vest
with 929 views
1

Two days before Christmas, the refrigerator started losing its grip. The ice cube trays became a bit sloshy and the frozen food wasn't as frozen as it should have been. I was making the list to stock up for Christmas dinner for my family and my fridge was in decline. In the midst of my last-minute shopping, house cleaning for guests... [read more]

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Customer Collaboration: The New Face of Customer Care

January 26, 2011 by John Hernandez
with 2,101 views
2

Social media has become a popular and dynamic platform for communication, conversation, and sharing. But now, with more than two thirds of the world’s population visiting social networking sites, it has become an immensely important means of communication for both individuals and businesses. Increasingly, as individuals become more... [read more]

It's CRM, NOT Magic!

December 22, 2010 by Corie Kaftalovich
with 603 views
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Though created with the utmost advanced technology and packaged with the promise of making your business one smooth-sailing dream, CRM should be viewed as a tool that creates magic and NOT as magic itself.Too often, CRM is assumed to function like the acclaimed Ronco Rotisserie, with the philosophy of “set it and forget it”.  With... [read more]

The Customer is Always...

December 21, 2010 by Tim Sanchez
with 480 views
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It's probably the most overused expression in customer service:The customer is always right!For the longest time, I thought it was complete BS. My reasoning? I'm a customer, and I'm wrong a lot. That's pretty simple, right? I assume things that aren't true and I expect things that aren't possible. My customers are also often wrong. They... [read more]

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The Social Customer Engagement Index - Part Two

December 8, 2010 by Brent Leary
with 1,147 views
1

In June of this year we conducted a survey of the community.  Our goal was to get a better understanding of how TSC members felt their companies were doing with respect to utilizing social tools and strategies to improve customer service.  We thought it would be a good first step in gauging where companies are today in this... [read more]

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Measuring Social Customer Service? Easy Peasy...

November 15, 2010 by Esteban Kolsky
with 1,629 views
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Let's say you decide to implement Social Customer Service - either by installing something new and awesome (that I don't know about), or by extending your Customer Service into social channels (which I'd recommend).You begin to measure the "traditional" customer service metrics: number of interactions, speed to response, satisfaction,... [read more]

From the Ridiculous to the Sublime: Cracking the Code on Sentiment Analysis

October 8, 2010 by Margot Heiligman
with 822 views
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Sentiment Analysis Customer Service [read more]

The Future of CRM Software

September 28, 2010 by Corie Kaftalovich
with 1,689 views
3

From a static database to a cyclical business tool, CRM’s transformation over time has impacted the way companies conduct business and communicate with clients. The big question people are now asking is: What does the future of CRM hold? [read more]

Your Call Is Important To Us - Yes? Well, Prove It!

September 23, 2010 by Andy Hanselman
with 529 views
1

Build 'Planned Spontaneity' into your business to 'delight' your customers [read more]

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The Social Customer Engagement Index Whitepaper: Survey Results, Insights and Perspectives

September 2, 2010 by Brent Leary
with 4,388 views
3

We’re glad to announce the availability of the detailed survey results from our initial Social Customer Engagement Index.  The whitepaper with the survey results is available for free by using this link to register for the download. In June 2010 we invited members of the TSC community to take a few minutes of their time to share... [read more]

Putting The Experience In Customer Experience

August 11, 2010 by Maria Ogneva
with 1,354 views
1
Photo credit Kate Hazard

To actually give this experience to others, you need to live and breathe it within your organization. You can't adopt social if you aren't ready to service the social customers; regardless of whether or not you are using social for awareness or another goal, customers will want your help regardless, so you need to prepare to service them. Crummy service and crummy product are the top killers of customer experience. No matter how pretty your community is, and how awesome your charts and graphs are, if the customer experience is bad, your social media efforts will backfire. [read more]

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