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:
- Jason Fall’s book – “No Bullshit Social Media”
BTW – filming yourself on video is a lot harder than speaking in front of hundreds of people – whewww!