A new study called The State of Social Customer Service 2012 was recently released by NM Incite, a joint venture between Nielsen and McKinsey & Company. It highlights the importance of organizations providing social media users with prompt customer service through the social media the customers prefer to use, mostly Facebook and Twitter.

Rogers, a Canadian communications company providing services like Cellular phone coverage, internet, Cable TV and Land line phones experienced an outage recently on two of its services, Cellular and Internet. Communication was poorly handled and the company was perceived to be ‘missing in action’.

Watch an interesting interview of Kip Wetzel, Senior Director Social Media Servicing & Strategy, Comcast that talks about how Comcast is evolving its use of Social Media as customers evolve in their use of social media. Brian Solis, published author of ‘Engage’ and the ‘End of Business as Usual’ moderates the interview. Solis is globally recognized as one of the most prominent thought leaders and published authors in new media.

Customers have been turning to social media to complain about companies on Twitter for a long time. Many businesses monitor Twitter for mentions and respond to irate customers. A new focus on Twitter is customers to complain about how long they have been waiting on ‘hold’ to access customer service. They use the hashtag #onholdwith. And a website, OnHoldWith.com tracks these tweets and reports them.

How Social Media is used in Contact Centers

Thursday, February 9th, 2012

Call Center Helper, the UK’s most popular call center magazine, recently released their Social Media Survey results. They polled their readers, mostly small and medium businesses to ask how social media is used in Contact Centers. This article is a summary of what they found.

Tweet An employee at a Papa John’s Franchise in New York made a career limiting move by entering a racial slur on a customer’s receipt. The customer posted the image of the receipt on Twitpic and submitted the following tweet.   The image posted on Twitpic shows the slur: ‘Lady Chinky Eyes’. 20, 000 Retweets […]

Social Media complaints and your competition

Monday, November 28th, 2011

I am currently reading Engage, Revised and Updated: The Complete Guide for Brands and Businesses to Build, Cultivate, and Measure Success in the New Web
by Brian Solis. In is book, Brian pointed out the threat posed by customer complaints that appear in Social Media, particularly Twitter. This brings up the whole issue of dealing with unscrupulous or aggressive competitors who use Social Media tools as a lever against you.

Small Business organizations often ask how they can gather customer insights without spending a fortune with consultants or research firms. This blog post covers 6 techniques and tools a small business can use to determine the satisfaction level of their customers.

Conversocial has released two studies this year, one for the UK and another for the US, showing how well retailers are responding to customers on Social Media: Facebook in particular. According to the US study, Retailers did not respond to 65 percent of complaints and questions on their Facebook pages during a five-day period in September 2011.

A new study has been released by Market Tools, a company specializing in Enterprise Feedback Management met with over 330 companies with revenues over $10 Million. 23 % of companies did customer service and support on Facebook but only 12% on Twitter. 5% didn’t think customer satisfaction was either extremely or very important. Read the full article to learn more.

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