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Dave Fleet

Exploring life at the intersection of digital, marketing and communications.

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customer service

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customer service

Marketing, community, support or all of the above?

1 March 2014 Dave Fleet

7 Comments

customer service, marketing, social media

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

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Eight Tips for Scaling Social Customer Support

18 July 2011 Dave Fleet

11 Comments

customer service, social media

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

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Why And How To Scale Social Business Programs

14 April 2011 Dave Fleet

8 Comments

customer service, social media, strategy

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

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Three Forces Driving Social Customer Support

13 April 2011 Dave Fleet

2 Comments

customer service, social media, trends

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

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Why You Should Tweet During a Crisis

12 April 2011 Dave Fleet

15 Comments

crisis communications, customer service, social media, Twitter

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

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Does Online Customer Service Encourage Dissent?

16 March 2010 Dave Fleet

16 Comments

customer service, social media, social networks, Uncategorized

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

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