Tweet Up schedule–Social Customer Service ROI

Starting on Monday, June 6, 2011, Dr. Natalie and I will host a 3-session tweet up series on the Social Customer Service.

Over the 3 sessions, we’ll discuss topics related to thought leadership we shared in our recent white paper Calculating the ROI for Social Customer Service.

Our end goal with our recent paper and coming tweet ups is to help people combine strategy with ROI to accelerate executive approval of social customer service programs.

Of course, each of you have your own experiences and thoughts to share so it won’t be complete unless you join in the discussion!

Mark your calendars and join the discussion on:

  1. How to Build the Business Case for Social Customer Service – Monday, June 6, 2011 at 3 pm EDT.
  2. Calculating ROI for Social Customer Service – Week of  June 13 - TBD.
  3. How Social Customer Service Benefits the Entire Company – Week of June 20 - TBD.

The hash tag for each session will be #smROI.

Read More

Shaping Customer Service in the Social Era

I love talking about collaboration almost as much as I like doing it.  When people come together, one idea spawns others and before you know it, greatness erupts into the world.

The reason social media is transforming business today (and in years to come) is because it allows us to team together in ways we could never achieve in our traditional, proximity-based societies or companies.  And that includes collaborating to meet customer needs.

Your customers know as much or more about the “real world” use of your products than your service reps or even product engineers might know. 

Read More

Satisfying the customer – Quoted by Nearshore America

I’m a proponent of empowering call center reps to service customers in more valuable, meaningful ways.  Recent discussions in other customer service forums brought me to the attention of Tarun George, a writer for Nearshore America.

Check out Tarun article Forget about Handle Time, What About Satisfying the Customer? on NearshoreAmerica.com.  He starts off:

The call center landscape is changing fast. Because of increased competition and brutal cost pressures in the last year, client retention and consequently client satisfaction are more important now than they’ve ever been.  But are companies changing their call center practices to reflect that?

Click here to find the answer…and some of my thoughts on the topic.