How Customer Support Organizations Must Evolve
How Customer Support Organizations Must Evolve View more presentations from jeremiah_owyang. Customer support is tactical, a cost-center, and the clean-up-kids at the company. Well, that’s the...
View ArticleSocial Support: Companies Are Teaching Customers To Yell At Their Friends
Update: I polled my microblogging network on which brands have supported them on Twitter, see which brands have ‘taught’ their customers to yell at their friends. Recently, I started teaching puppy...
View ArticleMatrix: The Four Social Support Strategies
At the Altimeter Group, I cover Customer Strategy, which encompasses not only marketing, but also support, expect our discussion to grow as social technologies impact the whole enterprise. The Social...
View ArticleReinforcing Customer Service in Social Mediums: #SocialSupport
Large companies are struggling internally to support customers in social channels. Why? It’s a long term commitment, goes against existing support avenues, and is a major cultural shift. I want to kick...
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Social Media Mission Control, The Contact Center Must Evolve #SocialSupport
Left: Gatorade’s (Pepsico) Social Media Mission Control Center in Chicago listens and supports customers wherever they are in their lives. (Video, WSJ) Customers have been blessed –and cursed– by call...
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Video Replay: 10 Reasons Customer Care Has Changed and How To Build a Strategy
Responding to Customers In Social Support May Be Hurting Your Brand. Why? You may be teaching your customers to yell at their friends in order to get your attention. You must develop a social support...
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Breakdown of a Dedicated Social Media Engagement or Command Center
Left: Dell’s Social Media Command and Listening Center, Austin Texas. The purpose of this post is to be an industry reference for this social business use case, please leave comments with further...
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Breakdown: Social Media Workflow, Process, Triage
Left: Altimeter Research found that most companies lack a formalized process –and even out of the advanced, only 76% had a process in place, read the full report on Social Readiness. The purpose of...
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