Tag Archives: customer service

The last decade has delivered a lot of evidence that the customer experience begins and ends in social media. The digital experience tends to sandwiches the actual in-store or online shopping portion of a purchase. Expectations exist that if a customer has a question, inquiry or complaint that it will be satisfied on a popular social…

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By John Sanchez   With Sysomos hosting an upcoming event in San Francisco about the link between social media and customer intimacy, I’ve been thinking even more lately about what “customer intimacy” really means. And it occurred to me that the term is really just the latest incarnation of a time-honored approach to delivering great…

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Social media might be the greatest innovation the world of customer service has ever experienced. As a digital marketer, you have experienced the impact of social service professionally and personally. Customer service can be viewed as the greatest measure of a company’s success, both in the offline and online worlds. It positively affects the top…

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You’ve already heard a lot this week about the evolution of our company. Our CEO, Michael Nowlan, wrote about what this change means and our COO, Jim Delaney, wrote about how these changes reflect a changing landscape for our customers and how we’re here to help you. Well, today we thought instead of telling you…

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We live in a world of instant gratification. It means we want things now, and we have a growing lack of patience when our demands aren’t instantly fulfilled. This new reality is being fuelled by social media, which has provided a global platform for consumers to put pressure on brands to provide them with not stellar…

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Is it just me or are brands more pro-active doing customer service in social media than they do in their actual brick and mortar stores or through their websites? Dell (@DellCares) and Rogers (@RogersHelps) are great examples of a social media trailblazer and a late comer getting it right. Their social media teams are really…

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It used to be that if you were upset or disappointed about a product or service, you’d have to send a letter to someone or call a 1-800 number. Niether approach offered much satisfaction, including the fact it made the consumer make a concerted effort. Today, complaining is a snap. Not happy about an experience…

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Twitter has a great reputation for being a good way to improve customer service but it is receiving too much credit? It’s a question that deserves some attention in the wake of a survey by Evolve24/Maritz Research of 1,298 U.S. consumers who had complained about a specific product, service, brand, or company. While just over…

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