In just a few hours I will deliver my “Crafting the Social Customer Service Experience” keynote at the Astute Customer Conference in Orlando, FL. I’m pumped about speaking at this conference because I have been […]
Customized Engaging Online Customer Service Training
Category: Social Media Is Customer Service
Bad Customer Service Can Make Your Company Really Popular on FaceBook
So, I’m scrolling through my FaceBook timeline and I see this post from a distraught bride-to-be. She walked out of a bridal store in tears because she couldn’t get service. She believes her decorated (tattooed) […]
2 Free Google Tools to Help You Monitor Your Company’s Online Reputation
In the world of social media, your company must be diligent about monitoring and managing its online reputation. Certainly you can pay a firm to manage your online reputation, but you don’t have to. Here […]
A Little Snafu Can Land You on YouTube. Just ask FedEx.
I’ve said it at least a hundred times in my keynotes: A simple snafu can land you on YouTube. Companies and employees must be mindful of the fact that any and every action, every word, […]
How to Use YouTube for Customer Support
One of the cool things about my work is that my clients are often giving me cool stuff. I’ve gotten gift cards, shopping sprees, T-shirts, chef-quality knives, toys for my kids and loads of food. […]
How do you engage consumers in social media? 3 words: “Can I Help?”
Learn how to engage consumers in social media for customer care. Former Director of Digital Care for Comcast, Frank Eliason, discusses Comcast’s social customer service strategy. Imagine an angry consumer blasts your brand on Twitter, […]
Is your company equiped to handle a social media crisis?
Imagine an angry consumer blasts your brand on Twitter, YouTube and on blogs, and she has so much influence that the Tweets become a trending topic and the YouTube video goes viral. Are you 100% […]
How Comcast Got Social Media Right
Comcast has been slammed in social media with viral videos, unflattering tweets and hard-hitting blog posts. But the company fought back and is now the pinnacle of “social customer service.” Recently, I moderated a social […]
Guy Kawasaki on social media and customer service
Imagine an angry consumer blasts your brand on Twitter, YouTube and on blogs, and she has so much influence that the Tweets become a trending topic and the YouTube video goes viral. Are you 100% […]
You have to be in social media to use social media for customer service
I love to see companies use social media to answer customer questions and deal with complaints. But companies can’t just setup a Twitter account or a FaceBook page and pop in every few days and […]