Customer service Archives

Olivier Blanchard: social media ROI and social customer service

Too often people get caught up in the idea of “social media magic”. Some snake oil salesman convinces them that social media will cure all their ills and turn straw in to gold and of course, it won’t. As the din of over excitement in social begins to die...

Doing business as unusual: networked expertise and customer service

I’ve just been reading an excellent whitepaper, providing new views on customer service, authored by Dr. Nicola J. Millard, Customer Experience Futurologist with BT. Dr. Millard recently penned a whitepaper titled “Clouds, Crowds and Customers: Doing Business as Unusual” and it’s full of enough great insight to span more...

The social customer service elite: customer service inequality

Last week George Orwell’s famous “All animals are equal but some are more equal than others” line from “Animal Farm”, his anti-totalitarianism novella, came to mind in an unusual context: customer service in a “social media world”. Do you remember the days of the Pareto principle? Businesses used to look...