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Which Department Should Lead Your Social Media Activities?

Deciding who takes the lead on social media is one of the biggest questions that big brands (and lesser mortals) are facing today. I recently wrote a post about the best social media management structures for large organisations, highlighting the point that moving t...
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Two Facebook Changes that Matter for Customer Services

Ever since Mark Zuckerberg made his F8 presentation and demonstrated the soon-to-be-released Facebook Timeline, News Ticker and other assorted Facebook changes, marketing teams have been dissecting his words for hints of new opportunities, and perhaps lost ones. ...
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Should Some Companies Not Use Social Media?

Ted Hunt, Comms Manager atĀ Innocent (the smoothie company) raised an interesting question yesterday at Media140. He was pointing out that, even before social media marketing had emerged, Innocent was already actively engaging with customers in a quirky, fun kind of way...
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How to Use Social Media for Customer Services

Most of the buzz around employees using social media has been negative. News stories have focused on bored desk-workers wasting hours on Facebook, Domino's pizza employees posting revolting videos on YouTube, or idiots bad-mouthing their bosses on Twitter, thus earning ...
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