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Entries Tagged ‘Social Media Monitoring’

Social Customer Engagement Requires Agility

Business agility has been described as the ability for organizations to sense, prioritize and act. First a business must be able to rapidly sense an opportunity or threat to its business. It must then have the ability to prioritize and evaluate potential responses to these challenges. And finally, it must be able to act effectively, if […]

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Should I Use Twitter to Complain?

Recently, while at my local supermarket, I noticed lots of long queues and a remarkably large number of unstaffed checkout tills. So, while waiting to be served, I tweeted about the poor customer experience. By the time I left the store, I had received a reply from the company. After this experience, it was with […]

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The Micro and Macro Use Cases of Context in Social Customer Service

[This blog post includes a video version or “vlog.”] In my last post, I said I’m a data junkie. But more and more I find myself enamored with context, that which brings meaning to data. And I’m fascinated with the power that context has to improve the speed, efficacy and pleasure of remote customer service […]

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“Yoo-Hoo!, Utilities, We’re Talking To You!”

Sometimes life presents us with situations that challenge our established routines and force us to re-think the methods of coping we’ve grown accustom to. Years ago, one of my managers came into my office upset … she left her ATM card at home and was panicking because she wouldn’t be able to get cash for […]

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Flying the Friendly Skies of Social Media and Social Business

As readers of this blog might recall, and my small following on Twitter surely knows, I’m a regular customer of our customer, United Airlines. In fact, I’m a million mile flyer with United and generally surpass 100,000 qualifying air miles a year with them, which means that I spend a great deal of my life […]

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How to Leverage Social Media Feedback

Everyone is analyzing social media, or so it seems. But, a lot of companies, even those MEASURING Social Media comments, are not exactly sure how to ANALYZE social media feedback.  The question I get most frequently from both prospects AND clients is – “How are other clients actually using the social media feedback they are […]

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An unexpected observation of customer service…

For the past five years, during the first weekend in August, I have participated in a fund raiser (the Pan Mass Challenge) where approximately 5,000 cyclists pedal a 192 miles over two days and raise $34M for cancer research. As a resident of New England, USA, August is the perfect time for long bike rides […]

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Lessons from famous brands – listening to the voice of the customer

At one point in time, the Singer Corporation had more than 12,000 people working in a single plant. They were selling more than a million sewing machines a year and had hundreds of millions of dollars in revenue. They were one of the most important manufacturers in America. It was fun …while it lasted! When […]

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Why Social, Listening and Customer Experience Initiatives belong in Customer Service

The new voice of the customer is putting a huge burden on the old ear of business. With the advent of social media, telling ten friends can now mean influencing ten million friends. The resulting tidal shift in the business-to-customer relationship has businesses scrambling to adjust: B2C companies are now employing new listening technologies, appointing […]

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Twitter and Customer Service

I read an interesting blog post last week about the use of Twitter (and other social media) for customer service. The post conveyed an often thought yet frequently unspoken notion that many see social media just as a duplication of existing customer service with little incremental benefit. Many still see it as a necessary evil […]

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