Customer Service

Social media unlike keyboard

Too many companies still think of social media as a marketing communication tool Too many companies still think of social media as a marketing communication tool and ignore the fact...

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Change management require that people feel the problem

Social media have created a participation culture. We no longer merely watch and consume culture. We create, share and interact with it. Social media has forced openness and transparency in...

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Creative crisis communication Apologizing has become one of the standard practices of crisis communication and reputation management. The problem is, they are all starting to sound alike. Johnson & Johnson,...

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Consumers complain using social media Social media has forced openness and transparency in businesses that was not possible before. The power has shifted to the customer who can, if dissatisfied...

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Video as a storytelling tool

Surprise the customer How do you get your customers to talk about the experiences they’ve had with you? What motivates people to proactively tell stories about their customer experiences? What...

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Is there anybody out there

Are your customers asking the very same thing Roger Waters famously asked on the 1979 Pink Floyd classic The Wall: Is There Anybody Out There? In today’s competitive world, a...

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Social media has shifted the balance of power

Capture complaints through social media It’s no secret that customers around the world are using social media voicing their opinions about brands they like (or dislike). That's why more and...

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Use social media to surprise customers

Use social media to spread a little happiness amongst customers During the unprecedented ash crisis in Europe KLM used social media quit actively to inform about an ongoing situation. They...

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Social media changes customer service landscape Social media has forced openness and transparency in businesses that was not possible before. The power has shifted to the customer who can, if...

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Yet another social media failure

Air Canada acted quickly to repair a wheelchair A bad experience shared on the Internet can travel at a velocity that can reach millions of people over night. As people...

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Social media as a crisis communication

Icelandic volcano eruption During the Icelandic volcano eruption call centers couldn’t handle that many requests. There were a need for alternative methods so more and more airlines turned to social...

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NEVER USE Vordingborg Kitchen If you search for "Vordingborg Køkken", then you will find as #2 with the heading  "NEVER USE Vordingborg Kitchen" a side that is - let just...

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