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, […]
Customized Engaging Online Customer Service Training
Tag: Social Media for Customer Service
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 […]
Corporate Social Media Crisis: 4 Ways to Fight Back
In June 2005 an AOL customer called the company to cancel his subscription. The Representative he spoke with was relentless in his attempts to “save the account” – nearly calling the customer a liar over […]
Make “WOW” a Part of Your Culture (Whoa, Nellie! Have We Got A Surprise For You!)
Last summer I ordered a pair of running shoes from Zappos.com. Shipping is always on the house at Zappos when you go with standard shipping. That’s a big WOW for me and it’s one of […]
Corporate Social Media Crisis: 4 Ways to Fight Back
One of the first corporate social media blasts we’ve seen was with America Online (AOL). It all started when an AOL customer called the company to cancel his subscription. The Representative he spoke with was relentless in his attempts to […]
How to Manage Your Online Reputation and Why You Must
The advertising executives at Motrin thought it was a good idea. A hip ad featuring a 20-something voice-over and simple graphics. Take a few seconds to watch the ad below: Problem is, moms didn’t like […]