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Not ready to use Twitter for Customer Service? Then why set up an account?

Imagine you’re booked on a flight across the country to visit your sick mother. Your cranky 5-year old daughter just threw up in your lap while your plane, sitting on the tarmac, was delayed over an...

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Customer Experience at the Speed of Trust

Nothing is as fast as the speed of trust. These words resonate from a best-seller written by Stephen M. R. Covey back in 2006. Speed happens when people trust each other. Obstacles are reduced, if not...

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Backfiring Twitter tactics are symptomatic of a much larger problem

Ok, so by now we’ve read all the posts about Rogers’ #Rogers1Number hashtag promotion backfiring on Friday.  Another case of déjà vu?  It seems like every week another brand is biting the dust on...

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Should you be investing in Social Customer Service? Have you asked your...

My eye caught a couple of interesting tweets the other day at lunchtime. They were snippets of a Twitter chat that was streaming across my screen. In or out of the context of the chat dialogue that was...

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When does Social Media carry more clout than your Voice of the Customer program?

Drug store chain with over 1,100 stores   Last week, Shoppers Drug Mart, the leader in Canada’s retail drug store marketplace, saw the writing on the wall…its Facebook wall, that is.  No sooner had...

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Has your CEO heard the news? Big Companies are Abandoning Social Customer...

Great media headlines have a knack for pushing the right emotional buttons and leaving people with strong negative or positive feelings, especially when they haven’t read the rest of the article. And...

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J.C. Penney just lost a community of 3 Million Facebook fans. Where’s the...

Bowing under pressure, and trying to bring customers back into the stores, CEO Ron Johnson announced last week that J.C. Penney will be bringing back sales. I guess Mr. Johnson’s about-face was as a...

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