GM Leverages AI in Social Customer Care

GM, America’s largest automobile manufacturer, has more than 17 million social brand mentions and engages in more than 400,000 customer care conversations each year. GM set (and met) two aggressive goals to support their customer-centric vision. Goal 1: Deliver on today’s customer expectations. GM recognized that customers are increasingly turning to social channels for customer service, and established a response …

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Customer Strategy and Management Podcasts

If you haven’t listened before, you might want to check out my podcast series “Customer Strategy and Management.” It includes short, to-the-point podcasts on topics such as building profitable customer relationships, customer access strategies, contact center value, and customer service through social media. Check out the entire series here.

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The Edge of Service® Newsletter, Issue 20: TEDx: Thriving in an Always-On World

The Edge of Service® Newsletter, Issue 20: TEDx: Thriving in an Always-On World Being always connected…is it a blessing or a curse? Are we in charge, or are we slaves to our smartphones? For the past three decades, I’ve been privileged to work with a diverse range of organizations—from small startups to national governments and multinational corporations—in shaping their customer …

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Social Customer Care: Listen, Learn, and Dialogue

Let me give you three steps that are absolutely fundamental in delivering services through social channels. Listen Begin by listening. You don’t just walk into a room and start talking, and that’s just as true in the social world. I recall an executive who works with an automobile manufacturer standing behind a computer with several others on her team as …

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Smartphone Statistics

Retailers reported that sales via smartphones grew an average of 87% in 2014. (Source: Forrester, 2015 report) 71% of in–store shoppers who use smartphones for research say their device has become more important to their in-store experience. (Source: Google) 59% of consumers have received an advertising message on their smartphone from a brand or retailer related to their current location. …

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Can Social Media Generate Revenue?

You bet. Royal Dutch Airlines (KLM) has been interacting with customers through social channels since 2010. They currently have a team of 150 agents dedicated to social interactions, operating 24/7 and supporting 14 languages. According to VentureBeat, they handle around 10,000 queries a day. The team handles loads of customer service issues—lost luggage, customs questions, delayed flights, etc.—but they also …

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Which Customers Use Social Media for Customer Service?

While there may be a perception that only younger consumers use social media as an access channel, research published mid 2014 by eConsultancy suggests that is clearly not the case. Here’s a breakdown of usage by age group: • 18-24 – 49.5% • 25-34 – 44.6% • 35-44 – 37.5% • 45-54 – 31.8% • 55+ – 27.4% The upshot? …

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Update Your Customer Access Strategy for Social Media

To put effective social customer service in place, you need an updated customer access strategy. Put a team together and think through the following questions: Customers: Who are they, where are they talking about your services, company, market and competitors? Contact types: What kinds of conversations occur, e.g., inquiries, orders, policies, support, feedback, etc.? Access alternatives: In additional to traditional …

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The Edge of Service® Newsletter, Issue 12: The Keys to Social Customer Service

The Edge of Service® Newsletter, Issue 12: The Keys to Social Customer Service Being part of “the conversation”—listening to customers and interacting with them where they are—was until recently a powerful differentiator. But it’s now becoming a competitive necessity. And that’s true whether you’re a small startup or a multinational corporation. No surprise, then, that customer service and support is …

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