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Tag Archives: engagement
Are social media gurus the real experts in social media?
I read this recent feature in PR Daily on the seven different types of social media specialist and my heart sank a little. Yes, it is focused on communication and marketing specialists, but fails to observe that there are also … Continue reading
Posted in Current Affairs, Customer Service, Social Media
Tagged business, community, engagement, facebook, guru, marketing, pr, PR Daily, PR Weekly, public relations, sales, social media, social networking
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Are you being served? Retailers building communities online…
What kind of a relationship did you have with your favourite retailers a few years ago? Maybe you were a regular shopper. The staff knew you and could already suggest ideas based on what you had bought before, but would … Continue reading
How do you define great customer service?
What is great customer service in a multichannel environment? It should certainly involve social media, but there are some more fundamental rules than just answering customer comments on Twitter. The Guardian recently explored the five key attributes of great service … Continue reading
Posted in Contact Centres, Current Affairs, Customer Service, Human Resources, Social Media
Tagged agent, brand, call centre, channel, customer, customer service, development, engagement, experience, facebook, flexibility, guardian, investment, multichannel, omnichannel, people, retail, service, social media, social network, support, team, tools, training, twitter
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Beliebers help the Red Cross during Sandy relief effort
In the midst of the Hurricane Sandy crisis, the New Jersey Governor tweeted Justin Bieber asking if he could help to pass on information about the relief work being undertaken by the Red Cross. Bieber retweeted the information from the … Continue reading
Posted in Current Affairs, Social Media
Tagged chris chritstie, christopher christie, engagement, fans, governor, hurricane, justin bieber, media, new jersey, new media, nj, radio, reach, red cross, relief, sandy, social media, social network, traditional media, tv, twitter
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People gain confidence online and that can become real
During our social business event last week we encouraged delegates at the event to tweet their comments using the #tpsocmed hashtag. Many did and you can still take a look at some of those tweets here. I was interested in … Continue reading
Customer service world turned upside down
Our social business event in London last Wednesday explored how the enterprise is going social – not just customer service, but marketing, sales, HR, and almost every other aspect of companies today are changing because of social media. And in … Continue reading
Posted in Contact Centres, Current Affairs, Customer Service
Tagged call centre, channeled, controlled, customer, customer service, defined, engagement, experience, marketing, promotion, social media
2 Comments
Building your influence online
Social media experts often talk about building online followers and there is an entire industry in ‘buying’ followers that aim to boost your online rankings, but are companies really interested in quality or quantity? I know that here at TP … Continue reading
Posted in Current Affairs, Customer Service, Social Media
Tagged customer, duct tape marketing, engagement, followers, influence, marketing, news, pull, push, quality, quantity, social media, social networking, vocus
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Defining great online customer service
The latest customer service index from Brandwatch was published recently and it includes some interesting observations on what really defines great customer service – especially for online retailers. John Lewis was the runaway winner for the second year running, with … Continue reading
Posted in Current Affairs, Customer Service, Social Media
Tagged b&q, brandwatch, customer, customer experience, customer service, engagement, john lewis, multichannel, omnichannel, research, retail, social media, social network, survey, twitter, waitrose
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Blogging as a path to branding excellence
My focus on social media is how companies can integrate the channel into their customer service offering and I am often asked how blogging fits into that area. Blogs don’t generate as much debate as they used to, because all … Continue reading →