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
Where you need to spend social media time and money
April 11, 2012 by Michele McGovern
This is where the bulk of social media action is – and where you should be in contact with customers.
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Will tweeting improve your customer service reputation?
November 3, 2011 by Michele McGovern
Is Twitter a passing customer fad, or could it improve your service image?
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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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3 no-cost, unique ways to boost morale today
July 8, 2011 by Michele McGovern
When time and money are tight, rely on these three unique ways to boost morale in your contact center.
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It just got easier for customers to complain
July 5, 2011 by Michele McGovern
With a few keystrokes, customers can complain to you, on Facebook and via Twitter simultaneously. Here’s how.
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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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Online complaints: What to keep public, what to take offline
May 3, 2011 by Michele McGovern
You’re ready to respond to a customer who vows online that he’ll hate your company until the end of time. Now what do you post online and what do you save for one-on-one interaction?
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Has Twitter revolutionized Service?
March 30, 2011 by Michele McGovern
‘Tweeting” is the new buzz in Customer Service. But is Twitter really the best or fastest way customers are getting help these days?
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