Customer Service on Social Media

10 Steps to Excellent Customer Service on Social Media

Great customer service used to refer to successful interactions with customers in person, over the phone, or through email. These days, however, the users of products and services are increasingly turning to public platforms—social media sites in particular—to share their feedback, air their grievances, or simply ask questions. Some people see this as a good Read more about 10 Steps to Excellent Customer Service on Social Media[…]

How to face up to business criticism

There’s no doubt about it: the Internet has truly broken down the wall between businesses and their customers. This of course provides great opportunities for marketing, yet there’s a major downside too. Business criticism on social networks, websites, or any other online channel sucks. There’s no better word to describe it. However, it’s one of those Read more about How to face up to business criticism[…]

Why Social Media Makes Customer Service Better

Very nice post over the weekend on Mashable: Why Social Media Makes Customer Service Better. Unless you start asking yourself, isn’t it obvious? Do we need to read this?  Well, yes and no. The Mashable post starts with this:  KLMBy the end of the year, 80% of companies plan to use social media for customer service. Read more about Why Social Media Makes Customer Service Better[…]