August 1, 2014 | By Edmund Lee+ | No Comments
Have you ever heard the old saying, “bad news travels fast?” Even before social media, bad news always circulated with lightning-fast speed, but nowadays, it’s stunning how a company’s dirty laundry – usually in the form of a story of bad customer service – can travel to hundreds, thousands, and even millions of people. While [...]
![Social Media Customer Service [CRMXChange Interview]](../../wp-content/uploads/2014/06/CRM-XCHANGE-640x233.png)
June 23, 2014 | By Jeanine Nelson+ | No Comments
Dennis Stoutenburgh Discusses Social Customer Service in CRMXChange Interview During the 2014 Call Center Week event, Social Strategy1 President and Co-Founder Dennis Stoutenburgh sat down with CRMXchange to elaborate on social customer service for the first installment of a series of reports that will reveal perspectives and insights from a cross-section of the solution providers. So, why Social Customer Service? Simply [...]
April 25, 2014 | By Kenneth Ginapp+ | No Comments
Today’s business landscape has changed tremendously from the previous 10 years. We operate in a world that is always connected and the power of the product or service has shifted back to the customer. In order to offer the best service in any market, one needs to understand their customers and how to offer great [...]
January 25, 2013 | By Jeanine Nelson+ | No Comments
Social media leaders will discuss expert insights from top cases at the CXMSUMMIT on Thursday, January 31, 2013 at the Westin Galleria Dallas. Panelists include, Amy O’Brien, Senior Analyst, Social Media at American Airlines, Annette Hernandez, Specialist, Social Media Customer Service at American Airlines, and Eric Swayne, Director of Insights at Golin Harris. Discussions will focus [...]
![Small Business Stuck in Neutral on Social Media [INFOGRAPHIC]](../../wp-content/uploads/2011/11/SMLBIZ-SOCIAL-640x233.png)
November 17, 2011 | By Jeanine Nelson+ | 9 Comments
Impact of social media on small business infographic with social media statistics. Nearly three quarters (73%) of our member community of small business owners said they access social networks on smartphones or other mobile devices, yet 67% are holding back investing in social media because they don’t know where to begin.
