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Blog

Insight directly from Brad on customer experience, employee engagement, contact center management and customer service leadership.

Tag Archives: Social Media

January 8, 2020

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...

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September 7, 2018

TEDx Talk: Thriving in an Always-on World

September is in full swing and for many of us that means the beginning of another busy season. How do you stay connected with family,...

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August 11, 2017

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...

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February 28, 2017

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...

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February 9, 2016

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...

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December 29, 2015

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...

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July 28, 2015

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...

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June 29, 2015

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...

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June 18, 2015

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:...

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June 1, 2015

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...

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May 26, 2015

Can You Afford to Ignore Social Media?

Proactively engaging your customers yields many benefits. For example, research conducted by CFI Group finds that customers who post their contact center experiences on social...

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May 8, 2015

Multichannel Contact Centers, by the Numbers

How many organizations are using various contact channels? Recent research (Understanding the Customer Journey, a study conducted by ICMI and LiveOps, 2015) explored channel usage...

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Recent Blogs:

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