Category Archives: Social Media
A Fundamental Shift in Customer Service
Perspective on Social Media
Utilities Harness Social Media for Customer Service
“The way utilities view social media is radically changing,” says Greg Guthridge, global lead for Accenture Energy Consumer Services, quoted in a recent article in...
Read More >>>Social Media Requires Service and Support
Social Media: Channel or Strategy?
Terms related to social media are quickly evolving, and must be used and interpreted in context. For example, I’m often asked for advice on shaping...
Read More >>>Shaping Your Customer Access Strategy for Social Media
(Note, a full version of this post recently appeared in ICMI’s Global Report on Call Center Practices. To subscribe, see link at bottom.) While social media projects often...
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