Marketing or Customer Service: Who Owns Social?

05 September 2013

 

As the use of social media has filtered out across organisations, different management structures have emerged, but which department(s) should be responsible for delivering Social Customer...

The Rise of Social Customer Service

09 August 2013

Ever since Twitter reached critical mass in 2007/8, the number of people engaging in public conversations with and about brands has increased year-on-year.

Inevitably, the first internal teams to...

10 Steps to Brilliant Social Customer Service [INFOGRAPHIC]

24 July 2013

The number of brands and consumers engaging in social customer service continues to rise year on year. Almost 50% of all social media users have used social customer service and 30% of top brands...

Whitepaper: Social Media Monitoring for Customer Service

22 July 2013

The number of brands (and consumers) using social media for customer service has risen dramatically during the past year. Roughly 30% of leading brands have a Twitter handle dedicated to customer...

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