Posted: April 19th, 2009 | Author: Thom Schoenborn | Filed under: customer service, social media, twitter | Tags: social media, twitter | 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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Posted: April 18th, 2009 | Author: Thom Schoenborn | Filed under: customer service, interactive marketing, social media, twitter | Tags: Add new tag, case studies, social media, tip, twitter | 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
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 »
Posted: April 17th, 2009 | Author: Thom Schoenborn | Filed under: customer service, interactive marketing, social media, twitter | Tags: Add new tag, social media, twitter | No Comments »
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 »