Is Twitter an Effective Customer Service Tool? Twitter is absolutely an effective Customer Service tool. It’s effective because it allows customers to communicate with the company in a channel that they prefer (no more IVR/Phone Tree for me, please); it makes…
When you start a business, how do you know it will succeed? Clearly, you don’t – you can do as much market research as you want, write business plans, and try things – and ultimately, you don’t control the end…
Ever find some information you’d love to tweet? And then another? And then another? You know you shouldn’t really be posting these all at the same time, but scheduling that tweet to hit at a particular time is a pain.…
I’ve been meeting a lot of people lately who are relatively unfamiliar with social media (except maybe using it for personal use of Facebook or LinkedIn.) It does feel a little bit strange when you’re getting started to speak to…
“For every 10 posts, make 5 about your industry, 3 about your business, and 2 about you” —@TAMcCann at the Agent Reboot conference in Bellevue, WA. On Wednesday, I attended the Agent Reboot conference in Bellevue, WA. During his panel…
3 Steps for Making Yourself useful online. Be useful on Twitter. There are a few things you can do to make yourself helpful, to provide additional value, and not too annoy your new-found Twitter friends. You can do this by…
Shel Israel’s Twitterville gives an entertaining fly-through of the world of Twitter, from the beginnings of the service to its current state as a real-time news service for millions. Israel also profiles several businesses that have engaged customers on Twitter…
How many times have you thought when experiencing a negative service experience: “if only I knew who to talk to, I would give them a piece of my mind … right now!” Mobile and social tools now make that possible,…
Adam Penenberg, in his new book Viral Loop, discusses the concept of spreading a message with a viral coefficient of greater than one. It’s simple, really – tell some friends, and if they end up telling lots of their friends,…
