Crisis prevention isn’t a one-time thing. You can’t just slap a plaster on the problem and walk away. By incorporating social media into crisis planning, you can fully prepare for neutralising a…
Social Media Customer Service
It can take bravery to adopt a customer-first strategy – and it starts with listening
Our Chief People Officer Wendy and I recently had a really interesting chat with Experian’s…
Five steps to implementing effective social customer care
The pandemic is forcing businesses to rethink aspects of their customer service. As waves of…
Six trends in social media customer service
Customer experience and great customer service is more critical now than ever before. In our…
Maintain your brand reputation with a positive social media experience
Companies should bolster their social media engagement activities if they want to maintain and protect…
Creating value from social media customer service
Excellent, proactive customer service on social media is a differentiating factor for brands. People’s expectations…
It’s Time To Review Your Tone Of Voice
Having worked in publishing, community management and social media and now specialising in communications, I’m…
Use social media for the customer experience
It’s become so normalised for brands to use social media for customer service that those…
Social media customer service: best practice for 2020
It may be a new decade, but what people see as excellent customer service remains…
Creating that amazing customer experience
This week we attended MADFest. Similar to our own principles, MADFest is all about truly…
