Who’s Keeping Up with Twitter? A Study of the Customer Service Performance of Major US Retailers and their Customers’ Expectations is our latest whitepaper, looking at the standard of customer service delivered by top clothing...

Throughout my career in the Software Industry the most powerful key to winning new and repeat business has been from happy customers and successful case studies. Not so long ago I was trying to log into a live Webinar to learn...

(Photo by Palilalia, Flickr 2012) Nope! Every company has a culture, no matter how big or small. A company culture is the values and practices shared by everyone invested in the company; owners, managers, employees, customers....

Connector. Internet Specialist. Social Media Professional. Public Speaker. Non-Executive Director. Twitter.

Social Media Raises the Stakes for Customer Service Social Media Savvy Consumers Have High Expectations: They’ll Spend More When They Get Good Service and Ditch Companies When They Don’t More Than Eight in Ten of These...

Social customer service is a great new opportunity to drive satisfaction, loyalty, and differentiation. Most organizations strive to adopt social media into their contact center, but few get it right.

Consumers wage counter-advertising campaigns of their own. When those complaints go viral, companies often take notice.

During our research for The Social Customer 2012 (London) we’ve come across a lot of fascinating and surprising statistics. Social Customer Service...

Published Tuesday, 6 March 2012 By Mark Sutton Consumers in emerging markets are more likely to use social media to try to access customer service from companies, according to a new survey. The study, by telecoms analyst...