Lufthansa and Facebook – good combination?
Well, this was a test; and how quickly it came to a close as well. Perhaps, not a final closure but let us take this as an interim status report. I had an experience on a flight from Oslo this week and...
View ArticleSocial Media Man
I was sent this by a fellow classmate and just had to comment on it. Not sure what he was trying to tell me but there is so much truth in this and humor as well. Had to reprint it here as well. Source:...
View ArticleSocial Service in the Contact Center – is this a good thing?
There is much talk about corporations getting onto the social bandwagon. Marketing often or usually leads the quest with customer services in tow. While the possibilities of engaging customers,...
View ArticlePraxisleitfaden Social Media im Kundenservice
I was recently interviewed by MIND Business Consultants, an organization here in Germany collecting best practices and solutions all around providing customer service via social channels. This report...
View ArticleSoMe meetup IRL, Stockholm 2011
This is a different subject from my usual customer experience or corporate service offerings. I wanted to write about an event which I had been hoping to make happen for quite some time now; a tweetup...
View ArticleEvolution of Customer Care
Today was another #SMChat session which focused on customer service. This tweetchat session is held totally in public view on twitter only using a specific #hashtag. Kind of like a flashmob but only an...
View ArticleTransforming business with social media will #FAIL, if they don’t get the...
For there to be a wider acceptance of social media use by businesses then one cannot ignore the biggest blockers out there; the decision makers themselves. Our initiatives will fail without remembering...
View ArticleHow to know you are ready for Social Media
All the buzz. All the hype. Companies many are ready to jump on the Social Media bandwagon. So, how do you know when you are ready? What are the checkpoints you should go through? When a person...
View ArticleTwitter LinkedIn Love is over; who wins?
LinkedIn announced last week that it would no longer allow tweets to automatically update to its feed. For many this is perhaps either a blessing or, “what are you talking about” but what does this...
View ArticleSituational Awareness in Customer Service (Russel Lolacher The Upsell)
Russel Lolacher and I have a similar illness, we see every interaction people have with companies and think about how it could have been done differently or better. Sometimes, we are surprised at what...
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