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February 27, 2017

4 Fast Social Customer Service Answers to Big Questions

By michaelpace on October 31, 2011

I am finally settled in after a whirlwind conference tour talking with lots of Contact Center, Technology and Customer Service leaders.  Over the course of the last month, a few common questions kept popping up:

  • Is there positive ROI in Social Customer Service?
  • Who should own Social Media?
  • How to use for B2B’s?
  • We’re terrified of the negative responses, what should we do?

I hope to provide you a perspective on Social Customer Service.  I may not be right, but we are all learning together.

How do you answer the ROI question?  Do you think a specific department owns social media?  B2B is tough, if you were just getting started, what would you do first?  Is the fear of negative comments stopping you from jumping into the social pool?

Quick reference from video:

BTW – filming yourself on video is a lot harder than speaking in front of hundreds of people – whewww!

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Comments

  1. 6 Comments

    Some great thoughts. Love the ‘ROI of the bathroom’ starting point!

    Wondering at what point we accept that the learning is the doing and vice versa; inextricably linked? However, we must also be careful because the ‘learning’ can become an excuse behind which companies can hide. Is there ever an end point to the learning? Learning implies at some point getting it right as well? It is what it is, perhaps the beginnings of a different type of customer service/engagement, one that brings in a more agile, more expansive, more human layer of interaction/engagement.

    • 6 Comments

      Thanks Guy,

      I don’t believe there ever is an end to learning, but your amount of time/effort learning vs. doing should be proportional to where you in your maturity model (social or what have you). I love your points, and to expand, I think we (as any entire business community not just customer service) are coming to another transformational or paradigm shifting point. Business as usual will become your business is dying.

      Thanks again!

  2. 6 Comments

    Wowzer, Mike! Thanks a ton for the mention. Good stuff. Sharing now!

  3. 6 Comments

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