Social Media - Brad Cleveland

Will Social Communities and Mobile Apps Replace Call Centers?

Jun 18, 2012 | Podcasts

Social communities and mobile apps will not replace call centers. But they will change them dramatically.

Customer Service Through Social Channels

Jun 17, 2012 | Podcasts

How do organizations get started in delivering services through social channels? It’s a pretty simple formula: Listen, learn and dialogue. This podcast is also available as an article: /resources/articles/customer-service-through-social-channels/

Social Media is Changing Customer Service

Jun 16, 2012 | Podcasts

Social media, mobile apps and other developments are enabling the “greatest consumer movement in history.”

Social Media: Channel or Strategy?

Apr 26, 2012 | Call Center, Contact Center, Customer Relationships, Social Media

Terms related to social media are quickly evolving, and must be used and interpreted in context. For example, I’m often asked for advice on shaping a “social strategy.” It’s an important question — but without further definition, can be overly...