I’ve been asked to speak in Melbourne on April 15th (evening) about the impact of social media, online communities, social networks and call centres. As you probably know, I believe that while marketing and PR want social networks to be about them and their needs, the customer usually has a specific question they want answered, […]
Crucial paradigm versus a client over a Twitter comment. Justified?
Miss me? I’m still in Singapore, teaching Social Media campaigns and how to build branded microcommunities for the Singapore Government. I’ll be back next week. In the meantime, here’s an interview I did with Choice Magazine on the future of social networking: In the future, we will turn to the internet to get a job, […]
Let’s pretend this isn’t groups on Facebook but you’ve just spotted them on member created forums on your own little community. Do your community “spider senses” tingle when you start to see groups with Gary Coleman and Nazi Swastikas all over it? And then -oh dear – you see the group is called… we dont […]
At the very bottom, above the line is “Customer Service Updates” link Well, I didn’t believe it. Foxtel Customer Service has been down for over a week. Nope, I’m not exaggerating. And I don’t mean, busy or hard to get through. I mean “sorry for the inconvenience but we can’t take your call right now.” […]
Not really social networking. Actually not social networking at all. But it annoyed me. McKinsey recommend overbooking technicians to make them more productive. Let’s forget about all the delayed appointments, missing parts and lost in traffics – things that weren’t straight forward and gosh! most of the technicians that come to my house have to […]
Remember one of my mantras? Your staff are members of online social networks too? Hat tip to Steven Lewis at Zest: Irish blogger Damien Mulley complained on his blog about the service of his airline’s ground agent, Sky Handling Partner. In return someone at Sky Handling Partner allegedly signed Damien up for some gay dating […]