Posted on Oct 03 , 2011 in Communication & Customer Service & Featured & PR Tech
Google+ has the potential to change customer service with its many built-in tools. For instance, I’m convinced Hangouts with Extras will make some long established services immediately obsolete. I was using a typical web conference and meeting software the other day and realized how antiqued it felt compared with a Google+ Hangout. The software didn’t [...]
Posted on Nov 22 , 2010 in Blog & Customer Service & Featured & Measurement & PR & Social Media
You and I eat and breathe this stuff. We know we no longer control the message. We understand customers choose if and when to follow and engage in our brands. We stopped counting hits long ago. We’re focused on engagement and influence. We’re counting Klout and returns and sharing. When we talk about page views [...]
Posted on Nov 19 , 2010 in Blog & Customer Service & Featured & Video
Innovations occur when people are allowed to question and offer input. You cannot anticipate every need, nor can you develop a procedure that will anticipate every situation. Despite our wish to create systems that define a specific outcome, there is always someone who sees it differently. The courage comes from allowing people to review ideas, procedures [...]
