Here’s Part 2 of my conversation with @ComcastCares Director of Digital Care, Frank Eliason. I’m posting these as soon as they’re edited, and will wrap them up in a single post later. In Part 2, Frank shares meaty details about the Comcast’s Digital Care response operations. We discuss reply/engagement ratios, the difference approaches to response [...]
Last Friday, Altimeter Group’s R “Ray” Wang and Jeremiah Owyang published six month’s worth of research and insight in a report aimed at showing “business how to finally put customers first.” With a promise like that, how could I resist? Well, Social CRM: The New Rules of Relationship Management did not disappoint. In fact, we [...]
So, a little more than two days after Director, Kevin Smith (@ThatKevinSmith) was ejected from a Southwest Airlines (@SouthwestAir) flight for being “Too Fat To Fly”, he gets the final word on his blog, My Boring-Ass Life. We here at Trustworthy have been following this case study in customer service gone wrong with great interest. Not [...]
Two big things happened last week that will affect the way companies interact with their customers on the web. 1. Google launched real-time search, streaming tweets along with news above the normal results. 2. Facebook announced new privacy settings soon after striking deals with Google and Bing. Both are game changers, but let’s start with [...]
The Founders of Trustworthy are proud to present our brand spankin’ new website. Like everything we do here, this was truly a team effort with Holly designing, Rob developing, Travis programming the blog feed and me writing all the copy. This is our first swing at getting our message out in a full, version 1.0 [...]
Catching up on my feeds today, I read a Jennifer Leggio’s post, Does Social Media Reward Whining? which referenced Jeremiah Owyang’s Are Companies Teaching Customers To Yell At Their Friends? Both focused on the issue of customers taking advantage of companies who embrace social media. I think it might be a good thing if the [...]
I wouldn’t be pimping for votes this hard if I didn’t believe this would truly be an exceptional panel. It’s called #youFAIL: Respond Or Die In Social Media, and I’m promising “No lofty platitudes, just in-the-trenches advice and actionable tips from people who do it every day.” Please vote now if you think this sounds [...]
I wasn’t going to comment on the United Breaks Guitars fiasco because it hit the mainstream media so fast and United’s response seemed almost conventional. Almost predictable. But listening to this week’s Media Hacks podcast made me realize what a great case study it is on multiple levels. Mitch, Julien, CC and Hugh were debating [...]
Smart brands know they can’t be afraid to speak freely without consultation and review. The lack of a timely response is nearly as damaging as no response at all. Human beings screw up. Brands screw up. Sometimes, it’s the most human thing you’ll see a brand do. Gotta give some credit to Baja Fresh, the [...]