Tag Archives: customer service

The Social Media Complaint Department

Take a number, our customer service representative will be with you shortly… My friend Doug Erickson, who writes an excellent blog here, recently forwarded me an interesting article titled: A Better Way To Handle Publicly Tweeted Complaints. The gist is … Continue reading

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Are you servicing your customers via Social Media?

One of the things I love about the explosion of Social Media marketing is that we get new studies every single day. You would think that Social Media, with its ability to record every interaction and transaction, would provide us … Continue reading

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Social Media and Customer Service

I have an issue with Firestone tires. So, I figured I’d go on-line to get some information. you know – like everyone else does. You would think that in today’s instant access/instant feedback world a company the size of Firestone … Continue reading

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Social media and your customers

There is a thread threatening to take over the Starbucks Facebook page. A self-admitted loyal Starbucks customer wrote a very long, rambling letter complaining about homophobic behavior she witnessed among Starbucks employees. I won’t go into the detail, you can … Continue reading

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Social Media: 3 things to consider

The biggest concern I field from clients – be they nonprofits or small businesses – is their fear of being flamed in social media. They understand that social media is out there for all to see but they want to … Continue reading

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How much is that fan worth?

Fanscape recently published a study that determines to assign an actual dollar value to your Facebook fan. The formula is called the Social Relationship Value (SRV). It uses a series of steps based on the number of fans, how they respond to a … Continue reading

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Target’s (belated) response

About a week ago I blogged about Target’s handling, via their Facebook page, of a controversial topic (see: Target Response). Simply put, they had made a campaign contribution – through a legal PAC – to an anti-gay candidate in Minnesota. Needless … Continue reading

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