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% […]

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 […]

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 […]