Good point Kim. So many people in customer service are told they need to be selling with every contact they make, which is OK for short-term revenue boost, but damages the long-term brand value of simply serving the customer.
No matter the tool a company uses, it comes down to hiring the right people and training them well, then giving them the best tools so they can serve customers. Sounds simple -- and i don't think it is.
Yes. I don't think this is Peter's example, but I remember someone else recently talking about a hotel chain helping people out online with recommendations for travel, restaurants, and even other hotels (if they couldn't meet the need).
@Boiling Broke: To elaborate, he wasn't even a customer but they treated him well so he tweeted about it. It's like the old saying that "If a nice girl you're out with is rude to the waitress, she's not a nice girl"
Good question, @Bolingbroke. But I think whatever that number is today -- even if small -- will grow exponentially. And as @smkinoshita said, it does seem to be very impactful vs. other means -- in part because it feels so personal.
One thing I wish we'd talked about more was "top of mind"--that means using social media in such a way that your company stays at the front of people's minds whenever they're thinking about a relevant product or service.
Alison, I am curious about that as well. What Peter did for the journalism world is to work it from the inside to help it help itself. Can the same thing be done for the customer service world? Does it need to be, or does that world need some other kind of help?
At a guess, @aum007, I would say two reasons. First, the Vine is still just too new. Second, the six-second length is a real challenge for an industry used to think on 30-second and 60-second blocks of time. And I am not saying they haven't shown an ROI, I am saying I haven't even seen at all.
I know Peter from Help a Reporter Out. He sold it to Vocus. Great service under Peter, but ran out of time for it and haven't seen what it's like under Vocus. I actually use TD Canadat Trust banks because of him.
You've heard the expression, "Out of the frying pan, into the fire?" Amazon lives in the fire. The e-tailer wins by keeping things hot for its competitors, employees, and itself, according to a new book.
Positec, a manufacturer of power tools for homes and commercial applications, achieves greater customer service flexibility and cuts hold times in half by using a cloud-based service to manage its call center.
Big-data and analytics tools enable marketers to understand customers as individuals, identifying unmet needs and addressing each customer as a "segment of one," says John Kennedy, VP corporate marketing, IBM.
If youíre around and online tomorrow, and you have some free time, AND youíre interested in the topic of content marketing, you might want to check out IBMís Livestream of the Brand Innovatorsí Content Marketing Summit.
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