Customer service

As you probably know, word of mouth is still primarily an offline matter. People mainly talk to each other about products, companies and experiences in ‘real-life’ conversations, as I wrote in a post on another blog last year. These last few weeks, I conducted a series of surveys about various...

People these days want a personal and personalized customer service, and they want to be heard. It’s our jobs to take their input into account and improve our business processes. Consumers don’t only voice their opinions, thus providing you with crucial data (think about social media monitoring, for example),...

Many major brands now use Twitter as a channel for customer support. The transparency of Twitter means that you are either there, engaging and helping users find answers and (hopefully) satisfaction. Or you run the risk of validating people’s complaints about your products and brands simply by lack of...