Category: Social Media Is Customer Service

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 […]

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% […]