RMM

Just recently my Twitter feed has been hi-jacked by a nasty little phenomena: restaurants re-tweeting positive messages from their patrons. Ok, it’s not a hangable crime and it’s certainly not harming anyone but it’s beginning to grate on me. Testimonials are all well and good but Twitter is not the place for them. It makes [...]

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Increasingly organisations are aware of the multiple benefits a social media buzz monitoring program can yield, be it to:

Ascertain the reach of a marketing campaign
Collect product feedback (R&D)
Understand longer term trends in brand sentiment
Identify questions, complaints and even potential crises as part of customer service

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We’ve recently spent time talking about the role of social technologies in the world of customer service, and I recently blogged on 10 ways the customer service approach has changed as a result. As part of this we’ve found a few nice examples.

Carphonewarehouse using Twitter to help customers rapidly get resolution to issues that require [...]

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I took part in yesterday’s social media debate, hosted by the IAB as part of social media week. Lots of interesting debate amongst the panel and audience regarding when, where and how organisations should respond to commentary within social spaces.
I talked mostly from the customer experience/service angle. Although the room was mostly full of agency [...]

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Customer service is arguably one of the most intriguing elements of running a successful operation, given that:

it can impact on, and be impacted by, every department in the organisation
different customers may perceive the same level of customer service quite differently
in today’s marketplace social technologies mean that everyone can see what you’re doing

I’ve [...]

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