Developing Customer Service Skills For 30+ Years
Facebook’s model involves gathering information about you and your customers and “selling” the opportunity to advertise to them to other companies How Does Facebook Make Money, and Why Should I Care? Do you want to have the information about your customers in Facebook’s hands? Are…
Importance of social media as part of customer service is hugely over-estimated, and by and large, an illusion Will my company lose business if we don’t use social media for customer service? There is no credible evidence or research to show that you will lose…
Which social media platform should we use for customer service and customer support? No “Best” Social Media Platform For Customer Service With so many possible platforms, Twitter, Facebook, Myspace, LinkedIn, and dozens of others the challenge is to optimize your investment to provide the best…
The “benefit” to using social media for customer service is that it imposes an additional barrier for customers to get in touch with companies when they need help Is there proven measurable benefit to using social media platforms like Facebook and Twitter for customer service?…
When customers can be anywhere on the Internet, it makes no sense to “serve them where they are”, and it’s costly and wasteful. How Can You Serve Your Customers “Where They Are” On Social Media, When They Are Everywhere? Q: One of the exhortations I…
It’s true. Social media has made customer service worse for most of us. Is It Possible That Social Media Is Making Customer Service Worse? You Bet, and Here’s Why Q: You’ve commented that you believe social media will make customer service worse, overall. How can…
Effects of Negative Tweets On Business WAY Over-Estimated Why Negative Tweets About Your Brand Aren’t As Important As You Might Think Q: These days, aren’t businesses justifiable in their concerns that criticism on Twitter might damage their businesses? Robert: I think brands should pay attention…
Using Facebook For Customer Service – Something You Didn’t Know The Facebook Customer Service Paradox Q: You’ve mentioned something about the Facebook paradox as it pertains to using Facebook as a customer service vehicle. What does that mean, Robert? Robert: It’s really simple. When you…
When it comes to customer service, companies only need to be “good enough” to not overly piss off customers. How Good Does Customer Service Have To Be? The Answer Will Surprise! It’s the secret large companies know and customer service advocates don’t. How good does…
Companies Failing At Customer Service and Social Media Video When it comes to the use of social media to serve customers, we’re surrounded by a lot of hype, and claims that are often not supported. The research on how social media IS ACTUALLY used, strongly…
