Engagement through Customer Service: Your Contact Center and Social Media

TOPIC QUESTIONS

Q1) When should customer service engage with consumers using social media?

Q2) How can contact centers scale to meet the demands of social media?

Q3) How can you determine if Customer Service is being effective with social media?

Event Details

Event Date:
2010-01-05
Event Time:
12PM - 1 PM EST

Participants:
279
Tweets:
1097

Moderator

Shashi Bellamkonda

twitter: shashib

web: http://blog.networksolutions.com

BIO: Shashi Bellamkonda works at the heart of Web hosting company, Network Solutions, as their first-ever 'Social Media Swami' (Director �Social Media) . In this leadership role he has helped Network Solutions aggressively move into the online space to actively listen to and interact with its customers. This push paid off when Network Solutions won the 2008 SNCR Excellence in New Communications Award for Online Reputation Management and the 2009 a Gol ...more

30 mins until #socialmedia chat w/ Network Solution's SM chief @shashib on engagement through Customer Service http://bit.ly/MLEP7 use #sm41

Posted By: jasonbreed

RT @plevy: RT @adfig: RT @hjarche: "the true value of networking - sharing tacit knowledge" http://is.gd/5MNrw #socialmedia #KM

Posted By: volneyf

RT @bsak reading: does the distinction between online and offline still matter? http://bit.ly/89r5of #web #socialmedia

Posted By: RTsocialmedia

RT @AmandaSena: Top 20 #socialmedia stories of 2009. Makes sense to me! http://bit.ly/6b1Eqg #li

Posted By: Emily_Howard

30 mins until #socialmedia chat w/ Network Solution's SM chief @shashib on engagement through Customer Service http://bit.ly/MLEP7 use #sm41

Posted By: jasonbreed

RT @plevy: RT @adfig: RT @hjarche: "the true value of networking - sharing tacit knowledge" http://is.gd/5MNrw #socialmedia #KM

Posted By: volneyf

RT @bsak reading: does the distinction between online and offline still matter? http://bit.ly/89r5of #web #socialmedia

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Posted By: savvyinvest

Does anyone out there truly make money through only #SocialMedia ??? Its part of my job, but I want to know who's job is to Tweet???

Posted By: CaptureThe_Flag

Now's the time for the #CCTR to be an active participant in #socialmedia. Join Aspect in #UCWorld for 1/7 webcast http://bit.ly/60jLRY

Posted By: AspectUC

The TSA's Intimidation Of Bloggers Over Leaked Security Rules Is A Disgrace http://ow.ly/SZpe #blogging #media #socialmedia

Posted By: SoSoulfull

"I bore of your analog attitude" (http://bit.ly/Qd30Y). Classic #socialmedia guru video.

Posted By: geoffgolberg

RT @lucianasabbag: Chegou a hora: ou nosso trabalho será valorizadíssimo ou perderemos todos os nossos clientes. #socialmedia #bbb

Posted By: thaispontes

@marcoooooo @vikmem @wsiemkt 16 social media guidelines used by real companies http://bit.ly/6UveJE from #socialmedia

Posted By: Marcoooooo

The TSA's Intimidation Of Bloggers Over Leaked Security Rules Is A Disgrace http://ow.ly/SZpe #blogging #media #socialmedia

Posted By: SoSoulfull

RT @bigfuel: Which brands dominate social media? Apple is one. . . http://ow.ly/SK1O #socialmedia

Posted By: ZoeAddisonn

RT @webaddict: Is Twitter (Already) the New Google? http://bit.ly/5jphcG #socialmedia #search

Posted By: kiarapesante

http://bit.ly/4P7DnG College from scratch - Scratch Wiki #marketing #socialmedia

Posted By: twizine

RT @SoSoulfull: The TSA's Intimidation Of Bloggers Over Leaked Security Rules Is A Disgrace http://ow.ly/SZpe #blogging #media #socialmedia

Posted By: tiology

Is Twitter (Already) the New Google? http://bit.ly/5jphcG #socialmedia #search

Posted By: webaddict

@sharonmostyn - Thanks, just MHO ... there's a battle between relevance and being relatable. cc @jaybaer @marijean #socialmedia

Posted By: rorycarlyle

Already! RT @webaddict: Is Twitter (Already) the New Google? http://bit.ly/5jphcG #socialmedia #search

Posted By: trueva

The 100 Most Social Brands of 2009 - http://bit.ly/5xgg31 #SocialMedia (via @mashable) #fb

Posted By: TWT_interactive

This is what I like...Way to go Pepsi...now you are in the game! http://bit.ly/4AOd2B #Pepsi #SocialMedia

Posted By: DemetriosDallis

RT @iandavmcg: A look at the effectiveness of #socialmedia #marketing http://bit.ly/8GJdNI RT @PAdamsNY

Posted By: espyer

Social Media should be called Dynamic Media http://bit.ly/7D4dma (via @Aerocles) #socialmedia

Posted By: DigitalWoman

5FT TNT BLOG: 1st #SocialMedia News of the yr feat. #Foursquare, #AT&TFail, the proper way to say 2010, & more! http://bit.ly/5Nq6xW

Posted By: 5ftdynamite

at Noon we will be talking about “Engagement through Customer Service”. Please follow hashtags #sm41 and #socialmedia http://bit.ly/6FWb7X

Posted By: shashib

RT @webaddict: Is Twitter (Already) the New Google? http://bit.ly/5jphcG #socialmedia #search

Posted By: techminovi

@sharonmostyn - Thanks, just MHO ... there's a battle between relevance and being relatable. cc @jaybaer @marijean #socialmedia

Posted By: rorycarlyle

Already! RT @webaddict: Is Twitter (Already) the New Google? http://bit.ly/5jphcG #socialmedia #search

Posted By: trueva

The 100 Most Social Brands of 2009 - http://bit.ly/5xgg31 #SocialMedia (via @mashable) #fb

Posted By: TWT_interactive

Interesting ? & a good read...RT @webaddict: Is Twitter (Already) the New Google? http://bit.ly/5jphcG #socialmedia #search

Posted By: busterratliff

RT @webaddict: Is Twitter (Already) the New Google? http://bit.ly/5jphcG #socialmedia #search

Posted By: vinceblackham

Interesting ? & a good read...RT @webaddict: Is Twitter (Already) the New Google? http://bit.ly/5jphcG #socialmedia #search

Posted By: busterratliff

A thought... In 2010 we'll stop defining Social Media in Presentation Decks. Its time to SHOW not Tell. #socialmedia #2010

Posted By: audiencemachine

Social Media erzwingt ein Umdenken - zuerst geben, dann nehmen: http://ow.ly/SV04 #socialmedia (via @corporatequelle)

Posted By: Brenneisen

RT @webaddict: Is Twitter (Already) the New Google? http://bit.ly/5jphcG #socialmedia #search

Posted By: Im4tun8

4 Steps for Effective Online Networking - mashable http://bit.ly/77DFqu #socialmedia

Posted By: bsak

Five examples of innovation with #Twitter http://bit.ly/75rWRK via @jangles @Avinio #SocialMedia

Posted By: lifePR

Question : Twitter Poll: Is socially acceptable to curse like a sailor on social media - YES or NO ? #yyc #question #socialmedia

Posted By: ajproc

RT @mashable 100 Most Social Brands of '09 http://ow.ly/SZC7 < How do rankings correlate w/customer sat, revenue, & profits? #socialmedia

Posted By: sanchezjb

LOVE the term #dynamicmedia! RT @Aerocles: Agree or Disagree - "There's No Such Thing As #SocialMedia" http://ow.ly/SZD4

Posted By: Kelly_Growley

discussion on “Engagement through Customer Service” join at noon EST by following #sm41

Posted By: summerjoy

Create a Social Website in 2 Minutes - http://su.pr/28v5wR #socialmedia #design #webdesign #socialnetworking

Posted By: ImJoePerez

#socialmedia Anyone have any tips on effective e-blasts? It's our primary #marketing tool and we want to do this effectively.

Posted By: TheChefUpstairs

We're about 5 minutes away from todays #socialmedia tweetchat with @shashib topic: “Engagement through Customer Service”. #sm41

Posted By: Marc_Meyer

RT @jasonbreed: 10 mins until #socialmedia chat w/ Ntwrk Solution's SM chief @shashib on enggmnt thru Cust Service http://bit.ly/MLEP7 #sm41

Posted By: elhoust

@bengarvey True, creating a #SM "persona" is most important. DM email 4 copy of Your Brand Is Your Personal Package #socialmedia

Posted By: packagingdiva

RT @mkdirecto: Pepsi se lleva los millones de televisión a los social media... http://bit.ly/6880GN #redessociales #socialmedia

Posted By: brugnolive

could you share some ideas on how to promote and interact at a tradeshow using #socialmedia

Posted By: pfrulas

Starting in 7 min. Today, 12 ET Network Solutions social media Swami, @shashib hosting #socialmedia Tweetchat. Join in! #sm41

Posted By: rajmalikdc

Women are interacting more with brands on #socialmedia sites, not as much on twitter. http://bit.ly/4HemY5

Posted By: FreshIntel

Just added myself to the #socialmedia, #marketing, #advertising, and #branding Twitter lists on http://twibes.com

Posted By: jmicahfox

Chart: #socialmedia is gaining respect and the attitude adjustment is having an effect on #marketing spending. http://l.pr/a49gf/

Posted By: jimperson

Social Media Marketing & Web Event Guide for First half 2010 http://bit.ly/708G6l #socialmedia #marketing #web

Posted By: Chrisqs

If only there was such a clear web2.0 choice regarding to books as there is to photos thanks to Flickr. #socialmedia

Posted By: cruster

Very cool way the #WinterOlympics are using #socialmedia http://bit.ly/7Nv0vU (via @adamostrow ) #2010winterolympics

Posted By: depfenn

#socialmedia for #wahm and #mompreneurs over at Chicks Who Chat with Rhea Brown at http://bit.ly/chickswhochat - starts in 5 minutes!

Posted By: thecocktailcafe

#socialmedia for #wahm and #mompreneurs over at Chicks Who Chat with Rhea Brown at http://bit.ly/chickswhochat - starts in 5 minutes!

Posted By: promomblogger

#Pepsi steckt TV-Millionen in #SocialMedia http://bit.ly/8FLsG5

Posted By: nicolasnew

RT @Chrisqs: Social Media Marketing & Web Event Guide for First half 2010 http://bit.ly/708G6l #socialmedia #marketing #web

Posted By: chriswrenla

If only there was such a clear web2.0 choice regarding to books as there is to photos thanks to Flickr. #socialmedia

Posted By: cruster

Very cool way the #WinterOlympics are using #socialmedia http://bit.ly/7Nv0vU (via @adamostrow ) #2010winterolympics

Posted By: depfenn

#socialmedia for #wahm and #mompreneurs over at Chicks Who Chat with Rhea Brown at http://bit.ly/chickswhochat - starts in 5 minutes!

Posted By: thecocktailcafe

Hello! My Name is Shashi Bellamkonda the Social Media Swami for Network Solutions. It’s a pleasure to be the moderator for today #sm41

Posted By: shashib

#Pepsi steckt TV-Millionen in #SocialMedia http://bit.ly/8FLsG5

Posted By: nicolasnew

RT @Chrisqs: Social Media Marketing & Web Event Guide for First half 2010 http://bit.ly/708G6l #socialmedia #marketing #web

Posted By: chriswrenla

RT @webaddict: Is Twitter (Already) the New Google? http://bit.ly/5jphcG #socialmedia #search

Posted By: Kutano

Thank you for the folks who are joining and looking forward to a great conversation #sm41 #socialmedia

Posted By: shashib

Today we will be talking about “Engagement through Customer Service”. Please follow hastags #sm41 and #socialmedia and join

Posted By: shashib

We want your feeback, now you are virtual real estate owners! - Login to blippr and let us know your thoughts http://ow.ly/SZZx #socialmedia

Posted By: zubworld

Good luck on the 'Digital Cleanse' @JohnCMayer. I couldn't do it; it's my job lol #SocialMedia

Posted By: Jason_Yu

Hello! My Name is Shashi Bellamkonda the Social Media Swami for Network Solutions. It’s a pleasure to be the moderator for today #sm41

Posted By: shashib

Frequent tweets nxt hr. RT @shashib: 2day we'll talk abt “Engagement thru Customer Service”. Pls follow hastags #sm41 & #socialmedia & join.

Posted By: elhoust

Why I think @Twitter is losing steam, and what to do about it: http://j.mp/7zPsit #socialmedia #mktg

Posted By: kcren

Social Media & Job Relocation http://bit.ly/67otLB #jobs #jobseeker #socialmedia RT @JoannaLord 1- Buzz-building 2- Crowdsourcing 3- Set...

Posted By: Jobsonica

RT @shashib: Today we will be talking about “Engagement through Customer Service”. Please follow hastags #sm41 and #socialmedia and join

Posted By: kikilitalien

I am now a Subway facebook fan!RT @RobJelinek: Interesting read on Subway on Facebook - http://ow.ly/Rdxd #socialmedia

Posted By: JesyHerron

Lets start with the first question (Q1) When should customer service engage with consumers using social media? #sm41 #socialmedia

Posted By: shashib

RT @_jrg Meine Agentur sucht #SocialMedia Trainees Juniors & Consultants für den Bereich DigitalCommunications! http://bit.ly/4Oe9Nl pl RT!

Posted By: JohannesLenz

RT @webaddict: Is Twitter (Already) the New Google? http://bit.ly/5jphcG #socialmedia #search

Posted By: Kutano

Thank you for the folks who are joining and looking forward to a great conversation #sm41 #socialmedia

Posted By: shashib

Today we will be talking about “Engagement through Customer Service”. Please follow hastags #sm41 and #socialmedia and join

Posted By: shashib

We want your feeback, now you are virtual real estate owners! - Login to blippr and let us know your thoughts http://ow.ly/SZZx #socialmedia

Posted By: zubworld

Good luck on the 'Digital Cleanse' @JohnCMayer. I couldn't do it; it's my job lol #SocialMedia

Posted By: Jason_Yu

@shashib Do we have a working def. of type of SM tools for this discussion? (twitter vs. youtube for example) #sm41 #socialmedia

Posted By: techguerilla

@shashib (Q1) When customer Service people are trained on their org's social media policy, they should engage ! #sm41 #socialmedia

Posted By: kikilitalien

Frequent tweets nxt hr. RT @shashib: 2day we'll talk abt “Engagement thru Customer Service”. Pls follow hastags #sm41 & #socialmedia & join.

Posted By: elhoust

Why I think @Twitter is losing steam, and what to do about it: http://j.mp/7zPsit #socialmedia #mktg

Posted By: kcren

Social Media & Job Relocation http://bit.ly/67otLB #jobs #jobseeker #socialmedia RT @JoannaLord 1- Buzz-building 2- Crowdsourcing 3- Set...

Posted By: Jobsonica

RT @shashib: Today we will be talking about “Engagement through Customer Service”. Please follow hastags #sm41 and #socialmedia and join

Posted By: kikilitalien

I am now a Subway facebook fan!RT @RobJelinek: Interesting read on Subway on Facebook - http://ow.ly/Rdxd #socialmedia

Posted By: JesyHerron

Lets start with the first question (Q1) When should customer service engage with consumers using social media? #sm41 #socialmedia

Posted By: shashib

Get ready for an awesome hour w author @DavidNour and his new book ConnectAbility - Register Free Webinar http://bit.ly/14OF6o #socialmedia

Posted By: marksylvester

In 2009 #SocialMedia gained the status "VITAL" in the #marketing mix. What will 2010 bring? What the trends for 2010? http://ow.ly/SZZV

Posted By: WBCUK

@shashib Q1 #sm41: Cust service shld B monitoring consumer convos in SocMe & engage w/ them on an ongoing basis. Shld wrk w/ rest of org 2.

Posted By: elhoust

RT @comcastcares: (A1) If a Customer needs assistance and you can assist, isn't that what Customer Service is all about? #sm41 #socialmedia

Posted By: Agent16

RT @Marc_Meyer: @shashib It would have to be a directive with policies and guidelines, we can't just have them doing on their own #sm41

Posted By: EdHartigan

Get ready for an awesome hour w author @DavidNour and his new book ConnectAbility - Register Free Webinar http://bit.ly/14OF6o #socialmedia

Posted By: marksylvester

@shashib Q1: Yes, but CS is typically a "reactive" function so certain SM mediums better than others #sm41 #socialmedia

Posted By: techguerilla

Just a note using the tag #sm41 will suffice to be part of the chat #sm41

Posted By: shashib

RT @TrendTracker: 20+ More Mind-Blowing Social Media Statistics http://bit.ly/sMuDU #SocialMedia #Stats RT @Flipbooks

Posted By: animhut

RT @AspectUC: Time for the #CCTR to be an active participant in #socialmedia? Join Aspect in #UCWorld for 1/7 webcast http://bit.ly/60jLRY

Posted By: MikeOnUC

@bdresher Resolutions do not need to be transparent just the happy outcomes #sm41

Posted By: Marc_Meyer

#socialmedia experts forum discuss best practice presentation techniques: http://i.imgur.com/zS2PX.jpg

Posted By: carlhodler

How To Use LinkedIn, Twitter & Facebook For New Customers - http://tinyurl.com/yl4o2pt #socialmedia #marketing

Posted By: BOCOcreative

RT @TrendTracker: 20+ More Mind-Blowing Social Media Statistics http://bit.ly/sMuDU #SocialMedia #Stats RT @Flipbooks

Posted By: daniellimb

RT @bdresher Public complaints/concerns should have public acknowledgments. Resolution can take place behind scenes via DM/email/phone #sm41

Posted By: sharonmostyn

RT @Marc_Meyer: @bdresher Resolutions do not need to be transparent just the happy outcomes #sm41

Posted By: shashib

(A1) If you are a service person & a Customer is yelling on a street corner, do you run and hide, or try to help? I help #sm41 #socialmedia

Posted By: comcastcares

RT @jeanlucr: 8 Tools to Help Filter Your Twitter Stream & Find News http://j.mp/4GQO7l #socialmedia #news

Posted By: barbarismi

@bdresher I agree & wld add 1 more item: cust service & rest of org shld also keep track of suggestions, enhancements, etc. 2 improve. #sm41

Posted By: elhoust

RT @TrendTracker: 20+ More Mind-Blowing Social Media Statistics http://bit.ly/sMuDU #SocialMedia #Stats RT @Flipbooks

Posted By: TimDanyo

RT @TrendTracker: 20+ More Mind-Blowing Social Media Statistics http://bit.ly/sMuDU #SocialMedia #Stats

Posted By: sysomos

RT @TrendTracker: 20+ More Mind-Blowing Social Media Statistics http://bit.ly/sMuDU #SocialMedia #Stats RT @Flipbooks

Posted By: mistygirlph

@shashib Q1: Yes, but CS is typically a "reactive" function so certain SM mediums better than others #sm41 #socialmedia

Posted By: techguerilla

Just a note using the tag #sm41 will suffice to be part of the chat #sm41

Posted By: shashib

RT @TrendTracker: 20+ More Mind-Blowing Social Media Statistics http://bit.ly/sMuDU #SocialMedia #Stats RT @Flipbooks

Posted By: animhut

RT @AspectUC: Time for the #CCTR to be an active participant in #socialmedia? Join Aspect in #UCWorld for 1/7 webcast http://bit.ly/60jLRY

Posted By: MikeOnUC

@bdresher Resolutions do not need to be transparent just the happy outcomes #sm41

Posted By: Marc_Meyer

#socialmedia experts forum discuss best practice presentation techniques: http://i.imgur.com/zS2PX.jpg

Posted By: carlhodler

How To Use LinkedIn, Twitter & Facebook For New Customers - http://tinyurl.com/yl4o2pt #socialmedia #marketing

Posted By: BOCOcreative

RT @twetank Why Yahoo Is Doomed in the Face of Google, Twitter, Others http://is.gd/5MfYi / #sm #socialmedia #yahoo

Posted By: softwarecandy

RT @GuyKawasaki: Darwin Award winners announced http://om.ly/dlsF #SCRM #customerservice #socialmedia

Posted By: drnatalie

@techguerilla Q1: response, When repurposed as customer care vs. service, emphasis shifts to response/relationship vs. reactive? #sm41

Posted By: eamcc

RT @_jrg Meine Agentur sucht #SocialMedia Trainees Juniors & Consultants für den Bereich DigitalCommunications! http://bit.ly/4Oe9Nl pl RT!

Posted By: mcschindler

RT @TrendTracker: 20+ More Mind-Blowing Social Media Statistics http://bit.ly/sMuDU #SocialMedia #Stats RT @Flipbooks

Posted By: wowdiscus

@bdresher as long as resolution is attempted. acknowledgment with no action is even worse! #sm41

Posted By: EdHartigan

RT @elhoust: @bdresher I agree & add 1 item: cust serv & rest of org shld also keep track of suggestions, enhancements, etc 2 improve. #sm41

Posted By: sharonmostyn

RT @TrendTracker: 20+ More Mind-Blowing Social Media Statistics http://bit.ly/sMuDU #SocialMedia #Stats RT @Flipbooks

Posted By: medeavodka

RT @Marc_Meyer: @bdresher Resolutions do not need to be transparent just the happy outcomes #sm41

Posted By: shashib

(A1) If you are a service person & a Customer is yelling on a street corner, do you run and hide, or try to help? I help #sm41 #socialmedia

Posted By: comcastcares

RT @jeanlucr: 8 Tools to Help Filter Your Twitter Stream & Find News http://j.mp/4GQO7l #socialmedia #news

Posted By: barbarismi

@bdresher I agree & wld add 1 more item: cust service & rest of org shld also keep track of suggestions, enhancements, etc. 2 improve. #sm41

Posted By: elhoust

RT @TrendTracker: 20+ More Mind-Blowing Social Media Statistics http://bit.ly/sMuDU #SocialMedia #Stats RT @Flipbooks

Posted By: TimDanyo

RT @TrendTracker: 20+ More Mind-Blowing Social Media Statistics http://bit.ly/sMuDU #SocialMedia #Stats

Posted By: sysomos

@comcastcares whats the saying? if its a good experience people tell a few, if it's bad they will tell hundreds if not thousands #sm41

Posted By: Marc_Meyer

Agreed! RT @EdHartigan: @bdresher as long as resolution is attempted. acknowledgment with no action is even worse! #sm41

Posted By: sharonmostyn

@Marc_Meyer Agreed that resolutions don't need to be public, but acknowledgment shows rest of world that you are present & engaged. #sm41

Posted By: bdresher

Businesses should provide an easy to use feedback tool for customers to give instant feedback #sm41

Posted By: kallylou

RT @drnatalie: On going case studies- NEW #socialmedia case study #5 INTEL http://bit.ly/5djTaK #customerservice #forrester #SCRM

Posted By: tfanelli

We are talking about “Engagement through Customer Service”. Please use fhastag #sm41 to follow and join

Posted By: shashib

RT @twetank Why Yahoo Is Doomed in the Face of Google, Twitter, Others http://is.gd/5MfYi / #sm #socialmedia #yahoo

Posted By: softwarecandy

RT @GuyKawasaki: Darwin Award winners announced http://om.ly/dlsF #SCRM #customerservice #socialmedia

Posted By: drnatalie

@techguerilla Q1: response, When repurposed as customer care vs. service, emphasis shifts to response/relationship vs. reactive? #sm41

Posted By: eamcc

RT @_jrg Meine Agentur sucht #SocialMedia Trainees Juniors & Consultants für den Bereich DigitalCommunications! http://bit.ly/4Oe9Nl pl RT!

Posted By: mcschindler

RT @TrendTracker: 20+ More Mind-Blowing Social Media Statistics http://bit.ly/sMuDU #SocialMedia #Stats RT @Flipbooks

Posted By: wowdiscus

@bdresher as long as resolution is attempted. acknowledgment with no action is even worse! #sm41

Posted By: EdHartigan

RT @elhoust: @bdresher I agree & add 1 item: cust serv & rest of org shld also keep track of suggestions, enhancements, etc 2 improve. #sm41

Posted By: sharonmostyn

Mirages in #SocialMedia | #Business | #Blogs | #Media: Fun & Events with #Artist #Avatars http://www.flickr.com/photos/limesart/3362847020/

Posted By: limesart

#SM41: Cust service should actively monitor popular channels for issues & establish a listening post, such as GetSatisfaction. #socialmedia

Posted By: CoryOBrien

RT @comcastcares: If a customer is yelling on a street corner, do you run & hide or try to help? I help #sm41 #socialmedia

Posted By: TheDavidJohnson

100% agreed. RT @EdHartigan: @bdresher as long as resolution is attempted. acknowledgment with no action is even worse! #sm41

Posted By: bdresher

Register for the webinar this Thurs & learn how to proactively use #socialmedia tools to improve customer experience http://bit.ly/60jLRY

Posted By: References4U

Right now! RT @rajmalikdc: Today, 12 ET Network Solutions social media Swami, @shashib hosts #socialmedia tweetchat. Join in! #sm41

Posted By: Jillfoster

#socialmedia organizations need to internally understand social media first before they take on customers in this space

Posted By: samraatkakkar

@comcastcares whats the saying? if its a good experience people tell a few, if it's bad they will tell hundreds if not thousands #sm41

Posted By: Marc_Meyer

Agreed! RT @EdHartigan: @bdresher as long as resolution is attempted. acknowledgment with no action is even worse! #sm41

Posted By: sharonmostyn

@Marc_Meyer Agreed that resolutions don't need to be public, but acknowledgment shows rest of world that you are present & engaged. #sm41

Posted By: bdresher

Businesses should provide an easy to use feedback tool for customers to give instant feedback #sm41

Posted By: kallylou

RT @drnatalie: On going case studies- NEW #socialmedia case study #5 INTEL http://bit.ly/5djTaK #customerservice #forrester #SCRM

Posted By: tfanelli

@WeKnowMore Q1: Strategies are generally slow to change. I expect more integration of #socialmedia into #KM #KMers

Posted By: swanwick

@shashib When shld cust serv engage w/ consumers using social media? Cust. serv. shld start w/ thks to dev relationship. #sm41 #socialmedia

Posted By: ClickWisdom

@sharonmostyn @EdHartigan Of course, in era of Twitter, a lack of resolution would also be made very public by customers! #sm41

Posted By: bdresher

@shashib: @Marc_Meyer @bdresher Appeasing someone who's loud is not fair to other Customers. Its key to do what's right! #sm41

Posted By: comcastcares

@eamcc One could argue tht twitter can change role of CS to more direct brand support via "search and address" proactively #sm41

Posted By: techguerilla

Mirages in #SocialMedia | #Business | #Blogs | #Media: Fun & Events with #Artist #Avatars http://www.flickr.com/photos/limesart/3362847020/

Posted By: limesart

#SM41: Cust service should actively monitor popular channels for issues & establish a listening post, such as GetSatisfaction. #socialmedia

Posted By: CoryOBrien

RT @comcastcares: If a customer is yelling on a street corner, do you run & hide or try to help? I help #sm41 #socialmedia

Posted By: TheDavidJohnson

100% agreed. RT @EdHartigan: @bdresher as long as resolution is attempted. acknowledgment with no action is even worse! #sm41

Posted By: bdresher

Register for the webinar this Thurs & learn how to proactively use #socialmedia tools to improve customer experience http://bit.ly/60jLRY

Posted By: References4U

Right now! RT @rajmalikdc: Today, 12 ET Network Solutions social media Swami, @shashib hosts #socialmedia tweetchat. Join in! #sm41

Posted By: Jillfoster

#socialmedia organizations need to internally understand social media first before they take on customers in this space

Posted By: samraatkakkar

RT @socialmediainfo: #socialmedia Critical Path buys mobile social media firm ShoZu - StrategyEye (subscription) http://ow.ly/16gTzn

Posted By: leeialadipoh

@Marc_Meyer I think with today's #socialmedia technology, people are telling about both good & bad experiences-I know I am on my blog! #sm41

Posted By: sharonmostyn

RT @rajmalikdc Today, 12 ET Network Solutions social media Swami, @shashib hosts #socialmedia tweetchat. Join in! #sm41

Posted By: NewPR

@WeKnowMore Q1: Strategies are generally slow to change. I expect more integration of #socialmedia into #KM #KMers

Posted By: swanwick

@shashib When shld cust serv engage w/ consumers using social media? Cust. serv. shld start w/ thks to dev relationship. #sm41 #socialmedia

Posted By: ClickWisdom

@sharonmostyn @EdHartigan Of course, in era of Twitter, a lack of resolution would also be made very public by customers! #sm41

Posted By: bdresher

@shashib: @Marc_Meyer @bdresher Appeasing someone who's loud is not fair to other Customers. Its key to do what's right! #sm41

Posted By: comcastcares

@eamcc One could argue tht twitter can change role of CS to more direct brand support via "search and address" proactively #sm41

Posted By: techguerilla

Yes @kallylou - what tools do you prefer? RE "Biz should provide easy to use feedback tool for customers to give instant feedback" #sm41

Posted By: Jillfoster

#socialmedia @Marc_Meyer True Mark, and the same holds good even now - Change being the 100 becomes thousands soon thanks to Social Media

Posted By: rituparn

Agree and RT @ CoryOBrien #SM41: Cust service should actively monitor popular channels for issues & establish a listening post.

Posted By: eamcc

@lucianasabbag bah isso é verdade. ontem reclamei do santander e hj o @santander_br ja entrou em contato para resolver. #socialmedia

Posted By: fakipper

20+ More Mind-Blowing Social Media Statistics http://bit.ly/sMuDU #SocialMedia #Stats RT @TrendTracker: via @Flipbooks

Posted By: andrewmueller

Can your company handle #socialmedia ? http://ow.ly/SX4D

Posted By: Jen_SingleThrow

@eamcc A challenge is that the level of "brand intelligence" required in these interactions is exponentially higher #sm41

Posted By: techguerilla

RT @socialmediainfo: #socialmedia Critical Path buys mobile social media firm ShoZu - StrategyEye (subscription) http://ow.ly/16gTzn

Posted By: leeialadipoh

@Marc_Meyer I think with today's #socialmedia technology, people are telling about both good & bad experiences-I know I am on my blog! #sm41

Posted By: sharonmostyn

@comcastcares there's "fair" and there's "right". what's right for the brand may not be "fair" #sm41

Posted By: techguerilla

RT @sharonmostyn I think with todays #socialmedia technology, people are telling about both good & bad experiences-I know I am #sm41

Posted By: LeeAnne_Orange

@bdresher Twitter, Facebook, blogs, etc. all make clear, concise & timely customer service response critical! cc @EdHartigan #sm41

Posted By: sharonmostyn

@sharonmostyn Agree that the forum now exists to complain, it also exists to praise.. #sm41

Posted By: Marc_Meyer

RT @AdMavericks: We predicted big companies that make @SmartKindling say OMG will use #socialmedia in 2010. http://ow.ly/SZcn

Posted By: smartkindling

Yes @kallylou - what tools do you prefer? RE "Biz should provide easy to use feedback tool for customers to give instant feedback" #sm41

Posted By: Jillfoster

#socialmedia @Marc_Meyer True Mark, and the same holds good even now - Change being the 100 becomes thousands soon thanks to Social Media

Posted By: rituparn

Agree and RT @ CoryOBrien #SM41: Cust service should actively monitor popular channels for issues & establish a listening post.

Posted By: eamcc

@lucianasabbag bah isso é verdade. ontem reclamei do santander e hj o @santander_br ja entrou em contato para resolver. #socialmedia

Posted By: fakipper

20+ More Mind-Blowing Social Media Statistics http://bit.ly/sMuDU #SocialMedia #Stats RT @TrendTracker: via @Flipbooks

Posted By: andrewmueller

Can your company handle #socialmedia ? http://ow.ly/SX4D

Posted By: Jen_SingleThrow

SEO tips for smarter social media (article by @andreasceo via @iMediaTweet) http://bit.ly/5mZ1Rx #seo #socialmedia

Posted By: TiaraHotels

RT@rajmalikdc @jillfoster Now! 12 ET Network Solutions social media Swami, @shashib hosts #socialmedia tweetchat. Join in! #sm41

Posted By: ClickWisdom

Getting ready for 2nd question in chat "Engagement through Customer Service" #sm41 http://bit.ly/6VCtv0

Posted By: shashib

@techguerilla I base it on what is fair to all Customers #sm41

Posted By: comcastcares

@SophieZo That's my job! It's a great opportunity if you enjoy #socialmedia :).

Posted By: courtneyparham

RT @FindSusan: Good morning - thanks for helping us with the #socialmedia blitz to #findsusan!

Posted By: Becka_911

RT @AndrewMueller @TrendTracker @Flipbooks 20+ More Mind-Blowing Social Media Statistics http://bit.ly/sMuDU #SocialMedia #twitter

Posted By: jobspeaker

RT @ProgressivePST Progressive PST is standing by 2 stand behind the issues that progressives care about. http://tr.im/GgQf #socialmedia #p2

Posted By: Liam_Fox

coole social media cover - http://bit.ly/mwcover #socialmedia #cover #design

Posted By: Mircow

I'm curious, do you think that the same rules apply to social media customer interaction as they did/do through traditional means? #sm41

Posted By: Marc_Meyer

If a Customer needs assistance and you can assist, isn't that what Customer Service is all about? #sm41 #socialmedia (via @comcastcares)

Posted By: gk4r

@Marc_Meyer @comcastcares Another saying, "It can take months to build a customer relationship and seconds to lose one." #sm41

Posted By: bdresher

@techguerilla Great observations! Customer care and brand support via Twitter #sm41

Posted By: eamcc

@shashib Is #custserv on Twitter creating an environ. of undirected free-space whining where ppl hope someone at co's will help? #sm41

Posted By: jsandford

RT @omivanar: RT:@AskAaronLee 14 Tips To Source and Create Great Content For Social Media http://bit.ly/WO4El #socialmedia via @tosumitgupta

Posted By: PersuasionTips

@comcastcares I'm surprised by how many companies don't get that. W/ soc. media, they tend to help the loudest first. #SM41 #SocialMedia

Posted By: CoryOBrien

@comcastcares there's "fair" and there's "right". what's right for the brand may not be "fair" #sm41

Posted By: techguerilla

RT @sharonmostyn I think with todays #socialmedia technology, people are telling about both good & bad experiences-I know I am #sm41

Posted By: LeeAnne_Orange

Psychoanalyze your Twitter lists for vanity & vices (VentureBeat): http://tinyurl.com/yhhjbeb -- RT @danzarrella @NoteToFans #socialmedia

Posted By: bestwebstrategy

@Marc_Meyer Yes, but I am not a fan of many practices at traditional call centers. I believe in a new way of Customer Service #sm41

Posted By: comcastcares

RT @CoryOBrien: @comcastcares I'm surprised by how many companies don't get that. W/ soc. media, they tend to help the loudest first. #SM41

Posted By: EdHartigan

RT @casiestewart: Looking to hire an Intern http://bit.ly/7MDraX #jobs #socialmedia

Posted By: InsuranceVixen

@comcastcares is the loudest customer assumed to be the most important when complaining? must be hard not to! #sm41

Posted By: EdHartigan

Great convo happening now w/@shashib on #socialmedia & customer care! Follow #sm41

Posted By: jasonbreed

@shashib love this topic & think it's too frequently overlooked. Recently wrote @ frontline employees & SM at http://bit.ly/74dCE3 #sm41

Posted By: lbbinc

Me too RT @eamcc: Agree & RT @CoryOBrien #SM41 Cust service should actively monitor popular channels for issues & establish a listening post

Posted By: sharonmostyn

SEO tips for smarter social media (article by @andreasceo via @iMediaTweet) http://bit.ly/5mZ1Rx #seo #socialmedia

Posted By: TiaraHotels

RT@rajmalikdc @jillfoster Now! 12 ET Network Solutions social media Swami, @shashib hosts #socialmedia tweetchat. Join in! #sm41

Posted By: ClickWisdom

Getting ready for 2nd question in chat "Engagement through Customer Service" #sm41 http://bit.ly/6VCtv0

Posted By: shashib

@techguerilla I base it on what is fair to all Customers #sm41

Posted By: comcastcares

@SophieZo That's my job! It's a great opportunity if you enjoy #socialmedia :).

Posted By: courtneyparham

RT @FindSusan: Good morning - thanks for helping us with the #socialmedia blitz to #findsusan!

Posted By: Becka_911

RT @AndrewMueller @TrendTracker @Flipbooks 20+ More Mind-Blowing Social Media Statistics http://bit.ly/sMuDU #SocialMedia #twitter

Posted By: jobspeaker

RT @ProgressivePST Progressive PST is standing by 2 stand behind the issues that progressives care about. http://tr.im/GgQf #socialmedia #p2

Posted By: Liam_Fox

coole social media cover - http://bit.ly/mwcover #socialmedia #cover #design

Posted By: Mircow

I'm curious, do you think that the same rules apply to social media customer interaction as they did/do through traditional means? #sm41

Posted By: Marc_Meyer

If a Customer needs assistance and you can assist, isn't that what Customer Service is all about? #sm41 #socialmedia (via @comcastcares)

Posted By: gk4r

@Marc_Meyer @comcastcares Another saying, "It can take months to build a customer relationship and seconds to lose one." #sm41

Posted By: bdresher

@techguerilla Great observations! Customer care and brand support via Twitter #sm41

Posted By: eamcc

@shashib Is #custserv on Twitter creating an environ. of undirected free-space whining where ppl hope someone at co's will help? #sm41

Posted By: jsandford

RT @omivanar: RT:@AskAaronLee 14 Tips To Source and Create Great Content For Social Media http://bit.ly/WO4El #socialmedia via @tosumitgupta

Posted By: PersuasionTips

@EdHartigan Sometimes seems that way, but I try to focus on each issue that comes before me, when I see it. #sm41

Posted By: comcastcares

@ajproc Yes. #socialmedia It, as @alexflint points out, should keep in line with who you are anyways though. I tend not to swear...FUCK!

Posted By: nscafe

Agreed @CoryOBrien @sharonmostyn #SM41 Customer Service should actively monitor popular channels for issues & establish a listening post

Posted By: jenny2229

Sign up for our #socialmedia and #CCTR webinar on 1/7? Hear about integrating social media into customer strategy http://bit.ly/60jLRY

Posted By: MichaelKrop

Join @shashib from Network Solutions @netsolcares as he moderates customer service on social media on http://tweetchat.com #sm41

Posted By: miavallo

RT @FindSusan: Good morning - thanks for helping us with the #socialmedia blitz to #findsusan!

Posted By: WileyWiccan

#SM41: If we bitch on sites like GetSatisfaction, where do we go to praise? Need a Yelp-like service for rating corporations.

Posted By: CoryOBrien

@CoryOBrien Good point (yelp-like service for corps), but doesn't FB & Twitter serve that? #SM41

Posted By: smurdoff

.@Marc_Meyer @sharonmostyn Forums are a poor customer service tool: customers want answers now and don't want to search throughcrap #sm41

Posted By: andrewmueller

I find that there's a huge disconnect b/t online and offline experiences & retailers need to close the gap #sm41

Posted By: lbbinc

@Marc_Meyer that's a good ? I think same cust service rules apply regardless of how they engage w/ the co. SocMe is just a new outlet. #sm41

Posted By: elhoust

The Vitrue 100: Top Social Brands of 2009 http://bit.ly/6GxPK7 via @Vitrue #socialmedia #brands #onlinemarketing

Posted By: TiaraHotels

@jsandford #sm41 in our experience we have seen more genuine calls for help and most are positively resolved.

Posted By: shashib

@Marc_Meyer Still need to be courteous, responsive, etc. but timely is more impt than ever w/#socialmedia customer interaction. #sm41

Posted By: sharonmostyn

@comcastcares we're looking at a change in culture then, a change in "how" businesses traditionally do business #sm41

Posted By: Marc_Meyer

interesting survey about Social Media usage by women http://bit.ly/7VCZbt #SocialMedia //86% have #SocNets profile, most 50+, favor Facebook

Posted By: Muttiishere

RT @CoryOBrien: #SM41: If we bitch on sites like GetSatisfaction, where do we go to praise? Need a Yelp-like service for ratings. Great idea

Posted By: dgrossman

@shashib But R we losing traditional routing of cust. requests/comments? "I'm not happy abt xxx company" w/ hopes that thr's reso.? #sm41

Posted By: jsandford

#journalism #socialmedia RT @Alltop: Survival kit: 10 things every journalist should know in 2010 http://om.ly/dlYF

Posted By: undersolen

@CoryOBrien @EdHartigan Companies help loudest first because most SM work done through PR not Customer Service #sm41

Posted By: comcastcares

@Marc_Meyer No, the very nature of SM requires a more deft and "aware" interaction #sm41

Posted By: techguerilla

What’s Working for #SocialMedia Marketers? | @eMarketer http://bit.ly/7369Hz via @pjcollings @stevehall

Posted By: courtneyparham

@CoryOBrien Good point (yelp-like service for corps), but doesn't FB & Twitter serve that? #SM41

Posted By: smurdoff

.@Marc_Meyer @sharonmostyn Forums are a poor customer service tool: customers want answers now and don't want to search throughcrap #sm41

Posted By: andrewmueller

I find that there's a huge disconnect b/t online and offline experiences & retailers need to close the gap #sm41

Posted By: lbbinc

@Marc_Meyer that's a good ? I think same cust service rules apply regardless of how they engage w/ the co. SocMe is just a new outlet. #sm41

Posted By: elhoust

The Vitrue 100: Top Social Brands of 2009 http://bit.ly/6GxPK7 via @Vitrue #socialmedia #brands #onlinemarketing

Posted By: TiaraHotels

@jsandford #sm41 in our experience we have seen more genuine calls for help and most are positively resolved.

Posted By: shashib

@Marc_Meyer Still need to be courteous, responsive, etc. but timely is more impt than ever w/#socialmedia customer interaction. #sm41

Posted By: sharonmostyn

RT @BridgetAyers: 20+ More Mind-Blowing Social Media Statistics http://bit.ly/sMuDU #SocialMedia #Stats RT @TrendTracker @Flipbooks

Posted By: TheresaAyers

Customers as capital assets? @Marc_Meyer @comcastcares we're looking at a change in culture..."how" businesses...do business #sm41

Posted By: eamcc

@comcastcares @Marc_Meyer I feel sorry for call centre staff. they seem to have no power to fix problems just a script to read off #sm41

Posted By: EdHartigan

Ok Here is #sm41Q2: How can contact centers scale to meet the demands of social media? please follow hastag #sm41 http://bit.ly/6VCtv0

Posted By: shashib

@shashib I worry people aren't directing mentions to companies and are choosing to openly complain first. #sm41

Posted By: jsandford

IMO, customers who feel ignored are most dissatisfied. If they feel you truly tried to "help/resolve" even if outcome is different #sm41

Posted By: LeeAnne_Orange

social media has changed or will change customer service expectations...which is it? #sm41

Posted By: Marc_Meyer

RT @jasonbreed: Great convo happening now w/@shashib on #socialmedia & customer care! Follow #sm41

Posted By: andrewmueller

@Marc_Meyer I do agree that we are in a change of culture. Customer and all levels of employees gain much more control #sm41

Posted By: comcastcares

20+ More Mind-Blowing Social Media Statistics http://bit.ly/sMuDU #SocialMedia #Stats RT @TrendTracker @Flipbooks

Posted By: BridgetAyers

@sharonmostyn Agree, most customer service emails I get mainly just want some sort of human response even if the suggestions be done #sm41

Posted By: CraigKessler

@andrewmueller I agree, they ratings so that we can go str8 2 the answer & look at background info if needed. I do lrn frm the forums. #sm41

Posted By: elhoust

Great conversation today w/ @DuffyInsurance re: #SocialMedia - #Boston

Posted By: rlampkin

@CoryObrien There is not much praise for brands, but you can build advocates by talking with people. Praise is earned in the space #sm41

Posted By: comcastcares

Webevangelisten: Twitter für Verlage http://bit.ly/7df3ba #socialmedia #verlage

Posted By: steffenmeier

RT @elhoust: @Marc_Meyer I think same cust service rules apply regardless of how they engage w/ the co. SocMe is just a new outlet #sm41

Posted By: andrewmueller

@smurdoff Facebook and Twitter can play that role, but there's no record or aggregation. Need something that can build over time. #SM41

Posted By: CoryOBrien

@AndrewMueller I think what @Marc_Meyer meant was the "forum" (of social media tools) makes it easier for consumers to complain/praise #sm41

Posted By: sharonmostyn

@andrewmueller how about a full and regularly updated FAQ? #sm41

Posted By: EdHartigan

RT @plevy: RT @adfig: RT @hjarche: "the true value of networking - sharing tacit knowledge" http://is.gd/5MNrw #socialmedia #KM

Posted By: tudo2ponto0

What happens when "everyone" is on Twitter? Will cust serv depts get overwhelmed and unable to handle traffic, similar to phone? #sm41

Posted By: bdresher

@lbbinc Depends where, but more time consuming in store which is where issue is #sm41

Posted By: CraigKessler

RT @BridgetAyers: 20+ More Mind-Blowing Social Media Statistics http://bit.ly/sMuDU #SocialMedia #Stats RT @TrendTracker @Flipbooks

Posted By: TheresaAyers

Customers as capital assets? @Marc_Meyer @comcastcares we're looking at a change in culture..."how" businesses...do business #sm41

Posted By: eamcc

@comcastcares @Marc_Meyer I feel sorry for call centre staff. they seem to have no power to fix problems just a script to read off #sm41

Posted By: EdHartigan

Ok Here is #sm41Q2: How can contact centers scale to meet the demands of social media? please follow hastag #sm41 http://bit.ly/6VCtv0

Posted By: shashib

@shashib I worry people aren't directing mentions to companies and are choosing to openly complain first. #sm41

Posted By: jsandford

IMO, customers who feel ignored are most dissatisfied. If they feel you truly tried to "help/resolve" even if outcome is different #sm41

Posted By: LeeAnne_Orange

social media has changed or will change customer service expectations...which is it? #sm41

Posted By: Marc_Meyer

RT @jasonbreed: Great convo happening now w/@shashib on #socialmedia & customer care! Follow #sm41

Posted By: andrewmueller

@Marc_Meyer I do agree that we are in a change of culture. Customer and all levels of employees gain much more control #sm41

Posted By: comcastcares

20+ More Mind-Blowing Social Media Statistics http://bit.ly/sMuDU #SocialMedia #Stats RT @TrendTracker @Flipbooks

Posted By: BridgetAyers

@andrewmueller I'd argue that you want someone different handling a customer complaint live in front of thousands vs. individually #sm41

Posted By: techguerilla

RT @jasonbreed: Great convo happening now w/@shashib on #socialmedia & customer care! Follow #sm41

Posted By: shashib

@elhoust You may learn from forums but you are not the average customer...are you? #sm41

Posted By: andrewmueller

@shashib Training all of a call center to the culture of SM is a large task for a large company. #sm41

Posted By: jsandford

@CourtneyParham I love #socialmedia! I could work on it all day.....

Posted By: SophieZo

Happy Tuesday! Today is OMC's #socialmedia & #searchmarketing tips & content day. Look out for great articles.

Posted By: omconnect

contact centers that revolve around social media will have issues with scalability. CS social media isn't a 1 hit interaction #sm41

Posted By: Marc_Meyer

#socialmedia @shashib The profiles of the CSR would need to change, they would need t be more proactive to catch conversations on the portal

Posted By: rituparn

Q2 corp social media needs to crowdsource to scale, build a brand strong enough so customers want to answer each others questions #sm41

Posted By: andrewmueller

Twitter has become an escalation tool for customer service. "Let me tweet my dissatisfaction & get immediate attention." Agree? #sm41

Posted By: NewPR

(Q2) Call centers must train staff about social media - from 101 level to how to best engage customers. Monitoring is part of job. #sm41

Posted By: kikilitalien

#sm41 listening means hearing the problem and routing me to solution not rerouting me thru your companies old school org chart!

Posted By: pamhoelzle

FYI: Social Media twitter chat, follow #SM41 - Q2: how can call centers scale to meet demand of social media?

Posted By: smurdoff

Interesting up&coming media..RT @kcren: Why I think @Twitter is losing steam, and what to do about it: http://j.mp/7zPsit #socialmedia #mktg

Posted By: Mary_SERLS

Essa também me surpreendeu e vale a pena divulgar RT @BernardoDias O #BB investe em #SocialMedia e me surpreendeu com a eficiência @MaisBB

Posted By: felipelopeslima

@andrewmueller I'd argue that you want someone different handling a customer complaint live in front of thousands vs. individually #sm41

Posted By: techguerilla

RT @comcastcares: @EdHartigan Sometimes seems that way, but I try to focus on each issue that comes before me, when I see it. #sm41

Posted By: JDEbberly

@NewPR Agree about the hearing part, but the common problem is figuring out how to react via sm #sm41

Posted By: tedi

Call centers can be made more effective if they are given the knowledge and training. Just script reading isn't Customer Service. #sm41

Posted By: LeeAnne_Orange

.@techguerilla Why to we think of customers talking to us as complaining, I think they are opportunities #sm41

Posted By: andrewmueller

@CoryOBrien We split duties for PR, Customer Service and Marketing, but we all talk constantly #SM41

Posted By: comcastcares

RT @comcastcares: @CoryOBrien @EdHartigan Companies help loudest first because most SM work done through PR not Customer Service #sm41

Posted By: JDEbberly

#SM41: Contact centers don't need to scale as much as they need to retool their skill set. As the volume grows, early adopter's...

Posted By: CoryOBrien

@CoryOBrien Agree. Yelp might get there, getsatisfaction should go there #SM41

Posted By: smurdoff

20+ More Mind-Blowing Social Media Statistics #SocialMedia - http://ow.ly/T0wI

Posted By: seo_twits

Time to hire another intern for the winter. Looking for a 1-2 month stint. Please pass on! !#boston #jobs #socmedia #socialmedia #bostonjobs

Posted By: goodridge

In a service industry folks not going to say - yeah company xyz I have power for all 365 days but if power goes down !!! #sm41

Posted By: shashib

@shashib Training all of a call center to the culture of SM is a large task for a large company. #sm41

Posted By: jsandford

@CourtneyParham I love #socialmedia! I could work on it all day.....

Posted By: SophieZo

Happy Tuesday! Today is OMC's #socialmedia & #searchmarketing tips & content day. Look out for great articles.

Posted By: omconnect

contact centers that revolve around social media will have issues with scalability. CS social media isn't a 1 hit interaction #sm41

Posted By: Marc_Meyer

#socialmedia @shashib The profiles of the CSR would need to change, they would need t be more proactive to catch conversations on the portal

Posted By: rituparn

Q2 corp social media needs to crowdsource to scale, build a brand strong enough so customers want to answer each others questions #sm41

Posted By: andrewmueller

Twitter has become an escalation tool for customer service. "Let me tweet my dissatisfaction & get immediate attention." Agree? #sm41

Posted By: NewPR

(Q2) Call centers must train staff about social media - from 101 level to how to best engage customers. Monitoring is part of job. #sm41

Posted By: kikilitalien

#sm41 listening means hearing the problem and routing me to solution not rerouting me thru your companies old school org chart!

Posted By: pamhoelzle

FYI: Social Media twitter chat, follow #SM41 - Q2: how can call centers scale to meet demand of social media?

Posted By: smurdoff

Interesting up&coming media..RT @kcren: Why I think @Twitter is losing steam, and what to do about it: http://j.mp/7zPsit #socialmedia #mktg

Posted By: Mary_SERLS

Essa também me surpreendeu e vale a pena divulgar RT @BernardoDias O #BB investe em #SocialMedia e me surpreendeu com a eficiência @MaisBB

Posted By: felipelopeslima

#SM41 ...expectation of special treatment will need to die down. Same number of complaints, just on a new/different channel.

Posted By: CoryOBrien

RT @Marc_Meyer: Knowing how to monitor & how to listen is completely different than customer service..have to train for both. #sm41

Posted By: kikilitalien

RT @comcastcares: @CoryOBrien We split duties for PR, Customer Service and Marketing, but we all talk constantly #SM41

Posted By: shashib

Q2 empower the call centre staff more. let them try and fix problems, take longer with each customer...(pay them more) #sm41

Posted By: EdHartigan

Mercedes Benz the #1 auto brand in #socialmedia: http://bit.ly/8bVP8C #advertising #marketing #mercedes

Posted By: scottmeldrum

Agree RT @NewPR: Twitter has become escalation tool for cust serv. "Let me tweet my dissatisfaction & get immediate attention." Agree? #sm41

Posted By: bdresher

RT @Marc_Meyer: Knowing how to monitor and how to listen is completely different than customer service..have to train for both. #sm41

Posted By: sharonmostyn

(A2) Tools are making it very easy to bring scale and assign to people. Why does that always come up? I have 10, could run with 100 #SM41

Posted By: comcastcares

RT @kikilitalien Call cntrs must train staff about social media, from 101 to how to best engage customers. Monitoring is part of job #sm41

Posted By: miavallo

Yes RT @andrewmueller: Q2 corp social media needs to crowdsource to scale, build a brand strong enough so customers want to answer Q's #sm41

Posted By: sharonmostyn

RT @comcastcares: @techguerilla I base it on what is fair to all Customers #sm41

Posted By: JDEbberly

@shashib Q2 I think the experiences with live chat are a good example of the bad/good with attempting to scale existing personnel #sm41

Posted By: techguerilla

Knowing how to monitor and how to listen is completely different than customer service..have to train for both. #sm41

Posted By: Marc_Meyer

RT @comcastcares: @EdHartigan Sometimes seems that way, but I try to focus on each issue that comes before me, when I see it. #sm41

Posted By: JDEbberly