Tagged 'customer service'

The Social Buyer Engagement Index

Posted by Tony Zambito on October 5th, 2011 at 10:18 am

Image by Ross Mayfield via Flickr
In my recent article, The Ascent of the Social Buyer, I made mention that social buyers today were exhibiting an internalized Social Engagement Index.  The mention of a Social Engagement Index is not new.  The people at Alterian have talked about a Social Engagement Index (SEI) as well as a Social Sentiment Engagement Index (SSEI).  Recently, Brent Leary and John Hernandez offered a perspective for The Social Customer in a report called The Social Customer Engagement Index 2011.  The report focused primarily on how companies are leveraging social tools and technologies to reach and engage customers in customer service interactions.  It also pays note to how satisfied customers are with these interactions.
My mention of a Social Buyer Engagement Index is coming from a different direction.  In my anthropological inspired studies, the interest has been on the value buyers today are placing on the ability of companies to provide social engagement capabilities.  It is asking the question: are buyers today evaluating a company’s social engagement capabilities as part of the overall buying experience as well as social experience?  Although in an embryo stage with further research warranted, I think we are beginning to see the emergence... Read more

Question Nothing: 3 Examples of How to be Average

Posted by Steve Parker, Jr. on February 11th, 2011 at 4:38 pm

Every single day businesses make fundamental errors in judgment when it comes to customer service, providing said service and communicating clearly and constructively with their customers and vendors.
What follows are three examples of how to be just average.

Branson Puts Texans in Virgin Territory

Posted by Dan Patterson on December 9th, 2010 at 6:47 pm

Reinventing Domestic Air Travel

Last week Virgin America took its inaugural flight from Los Angeles (LAX) to Dallas-Fort Worth (DFW) to celebrate its expansion into Texas. Will this airline re-invent its industry through above-and-beyond customer experiences?

Twitter is a symptom. Not a solution.

Posted by Uwe Hook on June 17th, 2010 at 12:33 pm

Unless you live under a rock, you're aware of the myriad of companies using Twitter as one of their customer service channels. @comcastcares, @SouthwestAir, @RichardatDell, @twelpforce - the list is growing by the hour. Many companies are trying to copy these made-for-social-media-conferences-casestudies and squeeze their way into Social Media. They are busy creating Twitter accounts, Facebook pages and other Social Media initiatives, hoping to "listen", "engage" and "converse". But all this listening and conversing doesn't fix the real issue: Your product/service is terrible. And that's where you should focus on: improving your product/service. Not adding more Social Media platforms to your portfolio.
Case in point: Best Buy.
The retailer has received numerous write-ups about their Social Media initiatives, their @twelpforce and @bestbuyCMO have a strong presence on the Social Web and their Facebook  page has more than 1.1 million "likes". Pretty impressive. But, after my last visit to a local Best Buy, I wonder: Are they listening? Or just hearing? Are they improving? Or just reacting? While Best Buy's social presence is impressive, their store experience hasn't changed over the years:

Silos everywhere and requests for help are still being answered with: "I don't work in this department."
The pressure by associates for extended... Read more

Are you being shamed into Social Media?

Posted by Uwe Hook on May 5th, 2010 at 12:00 am

The Social Web often reminds me of an unruly schoolyard, filled with brand attention bullies complaining about every little problem they encounter with brands: "Company XY, my shuttle is late. Why do you suck so bad?" or "Airline AB, you lost my bag. Never again."Social Media 'celebrities' use their social graph to put pressure on companies to right a perceived wrong. And then there are the laudable examples where people use their creativity to serve a painful blow to the balance sheet of a major brand.            Let's just take the example of a hotel shuttle being late. You might tweet: "Where is the XY shuttle? The AB shuttle seems to be everywhere. Where are you XY?" What does this individual expect from brand XY? The Twitter SWAT team flying with the speed of light to your location, carrying you in a throne to your hotel room? Reality is, the most one can expect is an apology: "We apologize for the delay. We always strive to provide the best...", well you know the rest. Fact is, that's really all a company can say. Things happen. Maybe one driver called in sick. Flat tire. Whatever. You can't... Read more