Customer service and support

Over 44% of adults now using the web to share grievances Value: ★★★★★ Recommended link: Social Media Leadership forum Our commentary This report examines the role played by social media within the rapidly changing landscape of customer service. It was commissioned by Natalie Cowen, Head of Brand and Communications, first direct and created by Dr Andrew Currah. The report reminds

Why are brands killing the Facebook conversation? I read this post by Jan Rezab, CEO of Socialbakers, writing on Econsultancy, about the lack of interaction of brands have on their own Fan pages. Apparently only 5% of wall questions from consumers on brand pages ever receive follow-up interactions from the brand – shocking really! It’s really

5 recommendations for delivering effective social media customer service from Frank Eliason Frank Eliason is widely regarded as one of the innovators for delivering customer service through social media from his work at Comcast, initially delivered through the @ComcastCares Twitter handle. Eliason shows the importance of the intersection between social media and customer service when he says: “The customer now

Is Twitter the canary in the coal mine of customer relations? Despite the buzz surrounding it, Twitter is not the fastest growing customer service option out there. It"€™s understandable if people have that impression but the numbers don"€™t appear to back it up. According to a recent post by Diane Clarkson of Forrester data show the number

A briefing on using Quora for digital marketing Before I start my mini-rant I have to say I do see the value of online Q&A services. I really enjoy answering questions and reading answers – it’s one of the best ways to learn. They can also help in a small way in learning about customer needs

Our interview with Guy Stephens on the past, present and future of online customer service You may know Guy from his work at the Carphone Warehouse where he was Customer Knowledge Manager or Mars Drink UK Global Online Marketing Manager. I became aware of his passion for building brands through championing customer service when he was at Carphone

Have you heard of Zappos? They’re a US online retailer mega brand largely unknown in the UK – more often referred to as a social media pioneer in marketing circles (for Twitter usage particularly). Yet, dig a little deeper and it becomes clear that a significant strategy is under-pinning their success, and it’s not all

A round table discussing approaches to managing customer service today I recently took part in a roundtable on improving the quality of customer service hosted by ISP UKFast as part of their UKFast.tv Round Table series. An interesting example of content marketing. It was good to hear about the increased focus on customer service and how social

"€œThe purpose of a business is to create and keep a customer"€ - Peter Drucker With digital marketing in mind, I"€™d add the word "€œinspire"€ to Peter Drucker"€™s quotation. We must create and inspire customers – since inspired customers have a reason to be loyal, to spend more and to talk about your brand, products or

5 recommendations for delivering effective social media customer service from Frank Eliason Frank Eliason is widely regarded as one of the innovators for delivering customer service through social media from his work at Comcast, initially delivered through the @ComcastCares Twitter handle. Eliason shows …..

Over 44% of adults now using the web to share grievances Value: Recommended link: Social Media Leadership forum Our commentary This report examines the role played by social media within the rapidly changing landscape of customer service. It was commissioned …..

Why are brands killing the Facebook conversation? I read this post by Jan Rezab, CEO of Socialbakers, writing on Econsultancy, about the lack of interaction of brands have on their own Fan pages. Apparently only 5% of wall questions from …..

A round table discussing approaches to managing customer service today I recently took part in a roundtable on improving the quality of customer service hosted by ISP UKFast as part of their UKFast.tv Round Table series. An interesting example of …..

A briefing on using Quora for digital marketing Before I start my mini-rant I have to say I do see the value of online Q&A services. I really enjoy answering questions and reading answers – it’s one of the best …..