social customer service Archives

Why businesses need to use social media as a customer service channel by Elena Lockett
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Why businesses need to use social media as a customer service channel by Elena Lockett

Channels, Communication Channels, Social Media

Why businesses need to use social media as a customer service channel by Elena Lockett

Is it just me or do you find it weird when you search for someone on social media and you can’t find them? The same goes for businesses. If you don’t offer your customers numerous ways to contact you, the likelihood is the customer’s opinion of you is going to go down. Even if you [...]

By Ian Golding|2016-03-24T14:24:40+00:00March 24th, 2016|Channels, Communication Channels, Social Media|1 Comment

Social Media – thorn in your side or invaluable CX insight?
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Social Media – thorn in your side or invaluable CX insight?

Communication Channels, CX Strategy

Social Media – thorn in your side or invaluable CX insight?

Five years ago I attended a Customer Service conference. One of the topics on the agenda was Social Media – I cannot remember the specifics of the title or content, but can confidently say that the essence of the presentation was all about the creation and adoption of social media strategy. Fast forward to 2014, [...]

By Ian Golding|2015-04-13T13:20:52+01:00May 13th, 2014|Communication Channels, CX Strategy|1 Comment