Marketing, community, support or all of the above?

Something has been gnawing at me for a while, and after a great conversation over brunch with Ferg Devins today...

Eight Tips for Scaling Social Customer Support

David Armano noted in a recent Harvard Business Review post on social business that listening to conversations is a valuable step...

Why And How To Scale Social Business Programs

As time goes on we’re seeing a rising trend toward social customer support, largely driven by three forces: Companies are...

Three Forces Driving Social Customer Support

Three Forces Driving Social Customer Support

We’ve discussed, many times, the importance of the ongoing trend towards the integration of various communications forms in social media...

Change in likelihood to contact support

Why You Should Tweet During a Crisis

Ever have one of those frustrating conversations with your colleagues during an emerging issue, where you’re trying to figure out...

Does Online Customer Service Encourage Dissent?

Does Online Customer Service Encourage Dissent?

One of the highlights of South By Southwest for me so far was the Customer Support in a 140 Character...

Customer Service In The Age Of Social Media

Customer Service In The Age Of Social Media

Yesterday I spoke with City News‘ Kris Reyes about the challenges businesses face in customer service in the age of social...

A Simple Way To Win Your Customers’ Loyalty

A Simple Way To Win Your Customers’ Loyalty

I’m going to tell you a story about my weekend. Bear with me – it goes somewhere… A tale of...