Taking On Social Customer Service
Blog PostSocial customer service shatters the structured nature of call center operations. Complaints received at all hours. Product issues resolved in public. Resolution expected instantly. Service volumes unpredictable — at least initially. One customer criticism quickly spirals into ten, as other customers also take the opportunity to voice their dissatisfaction. The company is under fire — without any
Can they act on it?
Blog PostLately, it feels like every company has or is developing a framework for its use of social technologies. But many organizations fail to plan for the in-between — the place where frameworks end.
Committing To Social Media Monitoring
Blog PostWhen working with clients to structure their social media monitoring programs, most companies tell us they initially track what people say about their brands out of fear. To drive long-term commitment, consider exploring these twelve key criteria as you develop your day-to-day social media monitoring process.
The Risk And Reward Of Collaboration
Blog PostYes, collaboration has risks. There. I said it. As my colleague Kate Rush Sheehy pointed out recently, forming a company's social business strategy and resources requires speed and scale — and for some organizations these two qualities don't come naturally. Many employees fear the departmental silos they don't understand. The complex processes that don't always work. And the colleagues they don't know — constantly concerned these people will object to their ideas, plans, or points of view. This sometimes irrational worry can frustrate employees, but inactivity typically persists within their organizations anyway. Some companies refuse to let these concerns constrain them, and are trying to do things a little differently.
Breaking the Measurement Cycle
Blog PostA question about measuring social initiative success is always met with a long response. For some, data collection is in-progress. But many borrow familiar metrics like clicks and counts to gauge success. Why are people stuck in this cycle? It's time to interpret the data from your initiatives in a meaningful way.