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

customer service icon on sticky note

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

CX teacher dan gingiss

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

Before you go, download Dan’s Speaker Brochure.