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    Twitter’s Changes and Their Effect on Customer Service

    Recently, Twitter announced several changes to how it calculates the number of characters in a tweet. Marketers rejoiced because they now have additional characters with which to include photos, videos, and polls. Twitter purists rejoiced because the platform kept its

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    How to Hire the Right Social Customer Care Agents

    No social care program can be successful without the right people interacting with your customers and prospects. The hiring of the front-line social care staff should be thoughtful, strategic, and intentional, as it will set up the rest of the program to be able to scale in the future.

    Customer Service Track Shines at Social Media Marketing World

    Although it is, at its essence, a marketing conference, the annual Social Media Marketing World gathering in San Diego is constantly adapting in step with the ever-changing world of social media. In 2016, the conference organizers added a Customer Service

    Contemplating the Future of Customer Service

    There’s a lot of talk about the future of customer service these days, with social media driving much of the conversation: Customer service is the “new marketing”. It’s a major driver of a great (or lousy) customer experience. Millennials are

    How Customer Experience Moves From Offline to Online

    While focusing on the online customer experience is critical because so many customers choose to engage with companies online, it is also important to remember that offline experiences can quickly come online so they too need a brand’s attention. In

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    Learn from United Airlines on how to handle a customer service crisis

    For anyone who works in social media, it’s the biggest nightmare imaginable: computer systems are down, service is disrupted, and customers are angry. Yet that’s exactly what happened to United Airlines yesterday when a “router issue” affected “network connectivity,” according