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 on [...]
This is the first in a series of interviews I did during my trip down to Austin for the South By Southwest Interactive Conference. In the days to come, I’ll also be posting interviews with Bowen Payson of @VirginAmerica, and Susan Bean from the @ATTCustomerCare team at AT&T.
If you read this blog, Frank Eliason needs [...]
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 may [...]
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 [...]
@BofA_Help is doing a really good job of helping customers on Twitter. I know from personal experience and from monitoring their efforts since they started – knowing that most of the real help goes unseen in private DMs.
The team roster is a nice touch too. It lets you put faces to the real people behind [...]
Companies can answer customers publicly, but still contain the blast radius by responding only to customer directly vs. a big statement on company website, etc.
Something goes wrong. Doesn’t matter much what it is, but the social media pit bull has an iron grip on it and as usual, it’s Friday night.
What do you do? Here [...]
We here at Trustworthy are all big fans of Apple. And yes, we know this fact flies in the face of everything we believe about social CRM. Apple has chosen not to engage with their customers in the social web.
You don’t have the luxury of choice this time, so stop making excuses and start accepting the fact that your customers have chosen for you. For decades you controlled the flow of communication and if a customer was unhappy, your worst-case scenario was them telling a few friends in private. The power has shifted, and your customers don’t care about your issues with scalability. They’re not concerned with what tools you’ll use or what the “social media expert” at your PR agency is recommending.
I read a lot about how social support from big companies can’t scale.
The thinking – as far as I can reason – goes something like this: There are a rapidly growing amount of customers in the social web, and companies can’t possibly respond to each issue posted in all the different social media channels. At [...]
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 pendulum [...]