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Customer service : avoid being the victim of you social media success

Summary : while some businesses are puzzled towards the lack of success of their customer service initiatives on social media, others are trying to find solutions to face the increase of contacts and interactions. Hence the hasty conclusion that social media don't scale. That's a big mistake. The only fact that the point of contact is overloaded shows that the media scale. What does not is the bandwidth of the system that prevents from processing all customers requests. This limit is not peculiar to the media but to the...

Customer service : avoid being the victim of you social media success

Summary : while some businesses are puzzled towards the lack of success of their customer service initiatives on social media, others are trying to...

Is Facebook the future of call-centers ? The Air France KLM Switzerland case

Summary : Facebook is usually considered as a communication and marketing tool. But it's becoming more and more obvious that it's becoming a customer...

Engage with customers. And then ?

Summary : It's obvious that the use of social media within companies and between companies and customers are not compartmentalized but complementary disciplines. If...

Community management and processes by the example

Some weeks ago I promised to illustrate my "community management and processus" post with a fictitious but credible example. So, here it comes... Jack and...

From Social Media to Social CRM : a recent experience with airlines

I already wrote many posts about social CRM on this blog and I recently had the (unfortunate ?) opportunity to add a real life...

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