Social Media

Today, smart and successful companies are using social media like Twitter, Google Plus and FaceBook to connect with their customers. Learn how your business can engage customers better, improve customer service and increase loyalty by using social media smarter.

Better customer service means staying in the game

December 23, 2009

Too often when a company (or person) fails at customer service, they run from the failure. They never return to the “scene of the crime”. I understand why. Most of us would rather move on to future successes than be reminded of past failures. But the best customer service companies take their failures head on. [...]

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Do what your marketing says you will

December 8, 2009

Here is your Daily Dose of Amazing Service: Do what your marketing says you will And here are some additional thoughts on this topic… A few weeks ago I traded in my old iPod for the new Touch 3G.  To keep it clean and like new, I bought a case for it from a company [...]

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Boston understands customer feedback (and iPhones)

December 3, 2009

On the radio this morning (thanks NPR) I was thrilled to hear how the city of Boston is making it easy and convenient for their citizens to give them feedback. They have created an iPhone application called Citizens Connect that enables iPhone and iPod users to send instant feedback to the city about issues that need attention.

From their web page…

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Social media rescues customers before company does

December 3, 2009

Yesterday evening my anti-virus software went crazy. It started finding viruses all over my netbook. After several hours of banging my head against our kitchen table, with no success in cleaning up the problem, I turned to my good friend Google for help. There I discovered (to my great relief) that there was no virus [...]

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Who Uses Twitter for Customer Service?

July 27, 2009

More and more companies are using social media tools, like Twitter, to engage and serve their customers better. And Twitter is encouraging this with their recently published guide: Twitter 101 which has helpful ideas on how businesses can use Twitter better. Over at TweetMyCustomer.com, I’m updating my recent list of companies that use Twitter. Of [...]

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Customer Service Carnivale: June 22, 2009

June 22, 2009

Welcome to the June 22 edition of the Customer Service Carnivale. This week we have contributions from across the globe with ideas and suggestions to help you improve your customer service. We start with Shaun Sayers at Capable People. Shaun asks what has happened to great customer service as he shares some of his recent [...]

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Top 10 Social Media Brand Segments

June 4, 2009

Social media products and websites continue to gain popularity in use and value in connecting people. Almost daily they become more powerful tools for many organizations to engage their customers better. So more and more companies are using social media because they know their customers are too. In fact that’s often the first reason companies [...]

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Using Twitter for Customer Service: 6 Reasons to Consider it in Your Business

May 28, 2009

Twitter keeps getting more popular, more useful and more valuable to companies. It is becoming a rock star in the world of customer engagement tools. But many people are skeptical, or at least unsure. Is it mostly hype? Will it fade away? Or is it a serious tool I should be using in my business? [...]

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Do Your Favorite Companies Use Twitter for Customer Service?

May 26, 2009

One of the most powerful uses of Twitter is it’s ability to help businesses organizations and their customers connect. Other social media do this well. But none has shown the quick and strong impact in customer service as Twitter has. So I am busy talking to people whose organizations use Twitter for customer service. And, [...]

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Do Your Customers Use Twitter? (How to Find Out)

May 18, 2009

With all the buzz about Twitter as a customer service tool and many well known companies diving in, you might be asking yourself, should your company use Twitter to connect with your customers. There are a number of things to consider as you answer this question but the most important (by far) is “are your [...]

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Who Twitters the Most? Twitter Ranking of USA States

May 14, 2009

Twitter has become a hot topic in the online world and many companies are using Twitter to improve their customer service. Since I’ll be writing more about Twitter and it’s role in providing better customer service, I thought it would be fun to see who’s tweeting where, to give us some perspective. First, how many [...]

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How Do You use Twitter for Customer Service?

May 12, 2009

Every day we’re hearing more about companies using Twitter to deliver better customer service. From big names like Qwest, Quicken and Comcast to small businesses and even government agencies, many organizations are using Twitter to serve their customers better. Search Google on variations of “Twitter customer service” and you’ll see over 33 million results. Clearly [...]

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Using Twitter for Customer Service

May 11, 2009

Twitter is fast becoming the Internet’s sexiest communication platform. And for good reason. It’s quick. It’s easy. It’s convenient. And with the recent straight-line growth in media buzz and users, Twitter is pervasive. The bigger it gets the more useful it gets. So it’s no accident companies are finding it an equally sexy customer service [...]

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What’s Your Twitter Customer Service Story?

May 10, 2009

Twitter has stormed the Web 2.0 world and is now advancing on the rest of civilization. Some people love it. Some people hate it. Others (try to) ignore it. But it is here and it’s (most likely) here to stay. Over at TwitterLoveHate.com I’ve posted a few things I like and dislike about Twitter. One [...]

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