Category

Social customer service
customers on social media
Recent research from Sprout Social has shown that brands who don’t respond to customers’ social media queries risk losing 1 in 3 of them to a competitor. On such a public platform, people aren’t afraid to name and shame those same brands, so be wary – it doesn’t take much to sway others away from you. It blows...
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A week ago I attended a Social Listening Roadshow in London, put on by Conversocial and Synthesio, which featured some interesting insights and two case studies – from car company, Nissan, and airline, Aer Lingus. Here’s the low-down… Firstly, for those that don’t know – Conversocial is a social customer service tool and Synthesio is...
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SCSS16 social customer service training
This week I hosted the UK’s Social Customer Service Summit in London. If you don’t know it – it’s an unique event that brings together around 100 brands to discuss developments in social and digital customer service. This year’s attendees includes British Airways, Vodafone, Microsoft, IBM, Toyota, Pret, HP, Telefonica, Citi and Thompson Reuters –...
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Augmented Reality… Virtual Reality… what even is real anymore? We have seen so many of these different terms being bounced around on newsfeeds everywhere but what are they? What functions and opportunities do they offer? And is this really the future of how everyone is going to interact? Over the course of two blog posts,...
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private social media
At the start of January I was asked by a brand to present a review of the top 10 leading trends in social media for 2016. This is the first post in a series I’ll be writing about the trends I selected. A few months ago, Martin Hill-Wilson (who wrote the book on social customer service, literally),...
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