Social Customer Service Isn’t Exactly New

Guys, people are using social media to get airlines (and other companies) to more quickly respond to their complaints and The New York Times is…

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I Gave Into the Dark Side

I felt bad as soon as I sent the Tweet, but apparently not bad enough to go back and delete it later. In my state…

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Forrester Wants Tap To Be a Brand Feedback Platform

Last week Forrester, the well-known research and analysis company, launched Tap, a new app centered around customer feedback on companies, brands and products. People leave…

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Sprout Social Quantifies the Call-Out Culture

Sprout Social is out with a new report on what it calls “Call-Out Culture,” the tendency of people these days to use social media to…

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Twitter Adds Customer Service Features

Twitter has introduced new features designed to make handling customer service issues directly on the platform a bit easier for all involved. A new setting…

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Social Customer Care Should Narrow the Focus

The latest from me on Voce Nation: The perception, as we’ve noted before, is that every content program should be engaging with 100% of the…

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Most people don’t mind brands listening to their conversations

The majority of those responding to a recent survey by J.D. Power & Associates say they don't mind brands listening in on the social media…

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People see their social media opinion as important

A new survey predictably shows that people think the opinions they share with or about brands on social media are super-important: Brand-connected consumers do appear…

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