Tag Archives: social networking

Are people really worried about protecting their personal data?

A recent article on the Engage Customer blog described new research by Mintel that found how consumers of all ages are concerned about data privacy online, but younger Millennial consumers are over-sharing data far more than their Baby Boomer parents. … Continue reading

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Getting #Custserv with Twitter right or ‘Respect for the Bad Man’

Retailers are getting used to multichannel service today. Many of them are answering customer questions online using the same channels to respond to the original questions – for instance publishing answers and information on Facebook when questions originate from that … Continue reading

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Some of the challenges of social media

Call Centre Focus recently featured a great infographic that highlights seven challenges for organisations using social media as a part of their customer service strategy. Which now probably includes almost any brand – unless they are not paying attention to … Continue reading

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Social Customer Service is redefining #custexp

Martin Hill-Wilson’s and Carolyn Wilsons new book ‘Delivering Effective Social Customer Service: How to Redefine the Way You Manage Customer Experience and Your Corporate Reputation’ sounds fascinating. It is entirely focused on how to work with customers in an age … Continue reading

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Next on top for retail customer service

New research from IMGROUP has named retail chain Next as the best UK high street retailer for their use of social media beating other companies such as Argos, John Lewis, and M&S. Next managed to respond to 92% of enquires … Continue reading

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Social Media in customer service isn’t just an opportunity – it’s happening already!

Call Centre Helper recently ran a story asking the question ‘What happened to multichannel customer service?’ The article focuses on the disconnect between support channels that many customers experience when seeking help or making a complaint. And the central argument … Continue reading

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30% of brands now offer Customer Service on Twitter

For the past couple of years, the executive team at Teleperformance UK has been blogging and tweeting. Our CEO Alistair Niederer now has over 1,000 people following his every tweet and analysts and customer service experts all over the world … Continue reading

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Should airlines be answering tweets 24/7?

A recent story in the BBC demonstrates that customers who are upset about service might not just tweet or blog a complaint and then hope that the complaint is noticed. It’s possible to use social media platforms to create an … Continue reading

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Is social media now the fastest and most reliable way to complain?

If you want to complain about a product or service, how would you normally get in touch with the company that has caused you to complain? Call the customer contact number? Send an email detailing your complaint? A new survey … Continue reading

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Does your company have a social CEO?

LinkedIn has just published a new list of the top 30 CEOs using social media. What’s interesting about this new list is that it attempts to combine activity on networks such as LinkedIn and Twitter with blogging and how the … Continue reading

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