GM, America’s largest automobile manufacturer, has more than 17 million social brand mentions and engages in more than 400,000 customer care conversations each year. GM...
Read More >>>Tag Archives: Social Media
TEDx Talk: Thriving in an Always-on World
September is in full swing and for many of us that means the beginning of another busy season. How do you stay connected with family,...
Read More >>>Customer Strategy and Management Podcasts
If you haven’t listened before, you might want to check out my podcast series “Customer Strategy and Management.” It includes short, to-the-point podcasts on topics...
Read More >>>The Edge of Service® Newsletter, Issue 20: TEDx: Thriving in an Always-On World
The Edge of Service® Newsletter, Issue 20: TEDx: Thriving in an Always-On World Being always...
Read More >>>Social Customer Care: Listen, Learn, and Dialogue
Let me give you three steps that are absolutely fundamental in delivering services through social channels. Listen Begin by listening. You don’t just walk into...
Read More >>>Smartphone Statistics
Retailers reported that sales via smartphones grew an average of 87% in 2014. (Source: Forrester, 2015 report) 71% of in–store shoppers who use smartphones for...
Read More >>>Can Social Media Generate Revenue?
You bet. Royal Dutch Airlines (KLM) has been interacting with customers through social channels since 2010. They currently have a team of 150 agents dedicated...
Read More >>>Which Customers Use Social Media for Customer Service?
While there may be a perception that only younger consumers use social media as an access channel, research published mid 2014 by eConsultancy suggests that...
Read More >>>Update Your Customer Access Strategy for Social Media
To put effective social customer service in place, you need an updated customer access strategy. Put a team together and think through the following questions:...
Read More >>>The Edge of Service® Newsletter, Issue 12: The Keys to Social Customer Service
The Edge of Service® Newsletter, Issue 12: The Keys to Social Customer Service Being part...
Read More >>>Can You Afford to Ignore Social Media?
Proactively engaging your customers yields many benefits. For example, research conducted by CFI Group finds that customers who post their contact center experiences on social...
Read More >>>Multichannel Contact Centers, by the Numbers
How many organizations are using various contact channels? Recent research (Understanding the Customer Journey, a study conducted by ICMI and LiveOps, 2015) explored channel usage...
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