The top reason customers are looking for you in social media
May 16, 2012 by Michele McGovern
Surprise: The main reason customers reach out to you in social media isn’t just to chat or vent.
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May 16, 2012 by Michele McGovern
3 important lessons from a social media trailblazer
January 9, 2012 by Michele McGovern
As more and more contact centers add social media to their help menus, these lessons from a trailblazer will help.
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How customers will change in 2012
December 22, 2011 by Michele McGovern
Customers will likely act a little differently next year. Here’s what you can expect.
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5 ways customers’ needs will change in 2012
December 9, 2011 by Michele McGovern
Customers’ needs will shift a bit in 2012. Here’s how you can meet them head-on to delight customers.
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Should you be helping customers on Twitter?
October 19, 2011 by Michele McGovern
Should your contact center be helping customers through Twitter now? This research can finally answer that question.
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What a porterhouse craving did for one company’s service reputation
September 9, 2011 by Michele McGovern
Here’s an upside to adding Twitter to your contact center’s customer service channels.
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Why customers might ‘opt out’ or ‘unlike’ you
June 22, 2011 by Michele McGovern
Customers who once loved you may leave you. Here’s why.
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3 ways to get social media right
December 29, 2010 by Michele McGovern
Social media may have been Marketing’s brain child, but customer service professionals are making it a powerful business tool. Here’s how contact center agents can get it right.
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How many customers want you to respond to their tweets?
November 10, 2010 by Michele McGovern
Many customers rant and rave in social media. So are they doing it just to blow off steam or do they want your attention?
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Service and social media: A marriage that can save you time and money
September 3, 2010 by Michele McGovern
If you still think customer service should steer clear of social media, this might change your mind.
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