We all speak English. I just happen to do it for a living.

Ambient Awareness, Social Media and Customer Service

Posted: April 19th, 2009 | Author: | Filed under: customer service, social media, twitter | Tags: , | No Comments »

I really can’t stop thinking about pushing clients into this idea of having proactive customer support by using the ambient awareness provided by social media. (No one’s biting, of course, because clients’ purse strings have been double-knotted.) More below about how you can use Microsoft Dynamics CRM to create ambient awareness for all your customers.

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Qwest Launches Social Media for Customer Service

Posted: April 18th, 2009 | Author: | Filed under: customer service, interactive marketing, social media, twitter | Tags: , , , , | No Comments »

Qwest began using social media for customer service recently, according to the Phoenix Business Journal. It’s remarkably nimble for a large, bureaucracy-laden, unionized labor force. I mean that as a positive — clearly, this is their social media prototype. They have not rolled social media out to their entire customer service group, but rather have just seven people tweeting.

Visit Qwest at http://socialmedia.qwest.com

Visit Qwest at http://socialmedia.qwest.com

Start Social Media Small, and Learn from It

For a large company like Qwest, starting with a small dedicated group with a motto of “Be Smart” will allow them to find what works and what doesn’t.

For example, Read the rest of this entry »


Use Social Media for Customer Service

Posted: April 17th, 2009 | Author: | Filed under: customer service, interactive marketing, social media, twitter | Tags: , , | No Comments »
Twitter and Customer Service

Twitter and Customer Service

Sometimes, I gotta write a blog post for the job. So today the focus was on how smart companies are using social media for customer service. I’d met with Martha Brooke from Interaction Metrics in the morning, and she dropped an interesting point: Her company helps businesses get the most out of their customer interactions, and social media is just another venue for those interactions. “Yes,” I thought. “Someone else who gets it.”

Her company has Read the rest of this entry »


Social Media Case Studies and Statistics

Posted: April 1st, 2009 | Author: | Filed under: customer service, social media, twitter | No Comments »

Social Media and Customer Service Statistics:

  • http://www.coneinc.com/content1182
  • http://www.churchofthecustomer.com/blog/2008/09/social-media-as.html

September, 2008: Sixty percent of Americans use social media, and of those, 59 percent interact with companies on social media Web sites. One in four interacts more than once per week. These are among the findings of the 2008 Cone Business in Social Media Study.

Social Media and Customer Service Case Study: HP

As HP’s experience shows, social media is changing the way we must think about customer service. The cost of poor service, once measured in single consumers, can now have an immediate impact far and wide.

Social Media Implications on Operations, PR, Marketing, HR, Customer Relations

Just like that point in time in the Internet’s infancy, social media has not yet been understood or embraced by most organizations and brands. Even if the ROI is hard to calculate today, it would be wise to consider the harm done by NOT having an organized approach to social media.

Social Media Case Studies

A list of companies that were blind-sided by the internet, they didn’t understand the impacts of the power shift to the participants, or how fast information would spread, or were just plain ignorant.