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Top : Social Networks and Customer Service: There's a move to use social networks as contact methods to improve customer service. That's what is in this section - details, hints, case studies.
Articles:
Customer Service in the Age of Social Media: A Lesson from Hewlett Packard- by Augie Ray
HP's experience shows (and other brands have also found), 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.
(Added:
13-Dec-2009
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Just Fix Customer Service...- by Frank Eliason
Sometimes people will challenge the thought of Customer Service in social media. The belief is if Customer Service was excellent there would be no need for Customer Service involvement in social media. I think these beliefs are shortsighted, but for a few different reasons. Let me start off with stating that I believe Customer Service must improve for all companies, and a big cause is social media. The Customer is gaining the upper hand, and I think that is great. (Ed. I disagree with almost everything in this article)
(Added:
27-Nov-2009
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Retailers should embrace Facebook, not stifle it «- by na
Social networks like Facebook provide retailers with the opportunity to reach out to both staff and customers and can be more effective than email marketing campaigns, according to two industry specialists.
Despite recent news that employees from Waitrose and Tesco’s were using Facebook to post derogatory comments about their customers, customer service specialist Derek Bishop believes that rather than focusing solely on the risks associated with social networking sites, retailers should also look at the benefits that can be gained by embracing web 2.0 as part of their customer strategy
(Added:
5-Jan-2010
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Social media like Twitter change customer service - USATODAY.com- by Jan Swartz
More than half of the Fortune 100 companies are using Twitter for customer service, recruiting employees, blasting news and announcing promotions, according to the study by public relations firm Burson-Marsteller and its digital-media unit, Proof. Yet a recent Deloitte survey concludes that organizations continue to struggle to harness social media's full potential.
(Added:
13-Dec-2009
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The Fallacy of Social Media Customer Service- by Justin Kownacki
Ever since Comcast changed the game of online customer service, companies have been scouring Twitter, Facebook and the rest of the web, eager to ferret out bad customer experiences and turn those consumerist frowns upside down.
But why?
(Added:
13-Dec-2009
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