Tag Archives: social network

Will Oculus Rift change the social web forever?

Facebook has been on something of a spending spree recently. Not content with their $1bn purchase of photo sharing app they recently spent $19bn on the messaging service WhatsApp and, even more recently, $2bn on the Virtual Reality firm Oculus … Continue reading

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How can you manage a crowd in real-time?

I have always been interested in the psychology of group behaviour. Why do groups of people behave differently to individuals? This is something that’s very important in our business – working to represent brands to to public by managing their … Continue reading

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Nurturing your career with LinkedIn

LinkedIn has become a critical tool within the enterprise environment today and it’s not like most other social networks where parts of our life are blurred into a mix of home and work – with LinkedIn it is almost exclusively … Continue reading

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Smartphone units to go past a billion in 2013

Welcome to 2013. There is an enormous amount of change ahead of us this year in the world of customer service and I’m particularly interested in the innovation we can expect to see. Social media has been a strong focus … Continue reading

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How much privacy do customers expect?

Finding a customer has never been easy. It’s even more complicated to predict who will buy, when, and at what price, but there are now more opportunities than ever to understand your customers. Let’s say there is a long weekend … Continue reading

Posted in Contact Centres, Current Affairs, Customer Service, Technology | Tagged , , , , , , , , , , , | 1 Comment

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

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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

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The Twitter dilemma: who owns all that content?

Given the importance that social media in general is taking on at present, it is very interesting to see that some fundamental questions – such as who own all this online content – are yet to be resolved. Look at … Continue reading

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Building a social business

It is clear that companies are going social. It’s no longer possible to restrict social media to the hiring process, or marketing, or customer service – the increased transparency of the social web is meaning that many corporate departments are … Continue reading

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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

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