"Should Small Business Adopt Social Business (Social Media) As Key Tool in Customer Service?

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#custserv
2011-06-01 to 2011-06-01 93 contributors
701 Twitter search results 203 retweets 287 @replies 41 links
Time User Tweet

2011-06-01 1:00 am royatkinson welcome @samfiorella @LovelyLu @evanhamilton @theKATsimpson
@mpace101 @action_jay #custserv
2011-06-01 1:00 am berkson0 +1 RT @jeffreyjkingman: Five minutes. Please excuse weekly heavy
Tuesday tweeting from #custserv
2011-06-01 1:00 am JeffreyJKingman Co-host @MarshaCollier should be around O.o #custserv
2011-06-01 1:00 am Exal_online Joining in #custserv, Intro: SM Analyst in the Great White North,
Former film maker, future game designer; always in Social Media.
2011-06-01 1:00 am OkemaLive Mom. Lover of great service. Marketing, retail and higher education
background. #CustServ *waving* : )
2011-06-01 1:00 am tsbandito @CustServGreeter hi there, I'm Andrew from New Jersey, and I just
enjoy good customer service #custserv
2011-06-01 1:01 am LovelyLu @royatkinson Thanks Roy @samfiorella @evanhamilton
@theKATsimpson @mpace101 @action_jay #custserv
2011-06-01 1:01 am royatkinson Hello and welcome @KarenLocker @OkemaLive @berkson0
@Exal_online @tsbandito #custserv
2011-06-01 1:02 am gregortbach Greg from @webAssistca - driving the tourbus for a bunch of
rockstars. Just watered garden, time to grow my business at n
#custserv
2011-06-01 1:02 am JeffreyJKingman We've got some great questions on tonights topic... #custserv
2011-06-01 1:02 am evanhamilton @KarenLocker Work or pleasure? #custserv
2011-06-01 1:02 am MarshaCollier I'm the co-founder of #custserv and I write books on ecommerce and
Online Customer Service htpp://bit.ly/custsrv - I also sell online
2011-06-01 1:02 am theKATsimpson thanks for welcome @royatkinsonn #custserv
2011-06-01 1:02 am MarshaCollier Great to see everyone #custserv
2011-06-01 1:02 am JeffreyJKingman Background on tonight's topic here: http://bit.ly/liltAA #custserv
2011-06-01 1:03 am theKATsimpson @MarshaCollier Hola ! Miz Marsha :) #custserv
2011-06-01 1:03 am MarshaCollier Are we ready? "Should small business adopt social business (social
media) as key tool in #custserv?
2011-06-01 1:03 am CustServGreeter Greetings hosts @JeffreyJKingman @MarshaCollier #custserv
2011-06-01 1:03 am guy1067 RT @JeffreyJKingman: Background on tonight's topic here:
http://bit.ly/kCbL55 #custserv
2011-06-01 1:03 am LovelyLu @MarshaCollier Hi Marsha #custserv
2011-06-01 1:03 am KarenLocker @evanhamilton a little of both, 2 day conference then free time
before and after #custserv
2011-06-01 1:03 am Exal_online Ready! RT @MarshaCollier: Are we ready? "Should small business
adopt social business (social media) as key tool in #custserv?
2011-06-01 1:03 am JeffreyJKingman Rock it. Wheels down. #custserv
2011-06-01 1:03 am CustServGreeter RT @JeffreyJKingman: Background on tonight's topic here:
http://bit.ly/liltAA #custserv
2011-06-01 1:03 am OkemaLive RT @JeffreyJKingman: Rock it. Wheels down. #custserv
2011-06-01 1:03 am MarshaCollier @theKATsimpson good to see you! #custserv
2011-06-01 1:04 am JeffreyJKingman "Should small business adopt social business (social media) as key
tool inn #custserv
2011-06-01 1:04 am KarenLocker @MarshaCollier glad you are here, I missed you as the acronym
police last week, n:-) #custserv
2011-06-01 1:04 am gregortbach I think co's need to realize this is not going away and another channel
for service should be embraced - more opps to connect to #custserv
2011-06-01 1:05 am MarshaCollier @KarenLocker Thank you for taking over the duties! #custserv
2011-06-01 1:05 am CustServGreeter Topic reminder for this evening: Should SMBs adopt social media for
#custserv?
2011-06-01 1:05 am Exal_online Social Media (SoMo) can be heavy on resources. Devoting time to it
can be a daunting task for a small business trying to do #custserv
2011-06-01 1:05 am allegiancetweet Customer service and the social engagement: Is social media a false
front? #custserv http://bit.ly/ivrLrm
2011-06-01 1:05 am JeffreyJKingman Shhhhhhhhhh! RT @KarenLocker: @MarshaCollier glad you are
here, I missed you as the acronym police last week, :-) #custserv
2011-06-01 1:05 am JerryWS98 ah, glad I finally got to join a chat! woot! #custserv
2011-06-01 1:05 am CustServGreeter @samfiorella Where's my blue vest! :) #custserv?
2011-06-01 1:05 am MarshaCollier Q1: Do you think that small business has an edge when it comes to
#custserv and social media?
2011-06-01 1:06 am EchoSiedel RT Joining in #custserv, Intro: SM Analyst in the Great White North,
Former film maker, future game designer; always in Social Media.
2011-06-01 1:06 am mjayliebs Evening! 1st pt: #socbiz and #socmed are two different things,
#socmed is a tool and a channel, socbiz is an internal philosophy
#custserv
2011-06-01 1:06 am MarshaCollier @GregOrtbach Good to be an early adopter and work this all out
sooner rather than later! #custserv
2011-06-01 1:06 am rapidbuyr First time joining this chat. Hope to learn & share a lot. Look forward
to it! #custserv
2011-06-01 1:06 am LovelyLu Everyone needs to be adopting social media - SMBs no different
#custserv
2011-06-01 1:06 am jlewis17 RT @royatkinson: Should SMB's adopt social media as a key tool in
#custserv? Join the chat tonight at 9 PM ET / 6 PM PT
http://ow.ly/56CiK w/ @MarshaCollier
2011-06-01 1:06 am iangjacobs 1 way to look at this: is #custserv a zero-sum game? Does social
support draw resources away from other channels? Must it?
2011-06-01 1:07 am evanhamilton @KarenLocker Nice! Got any specific plans? I've always wanted to
get off the strip.... #custserv
2011-06-01 1:07 am LovelyLu A1 Small biz can have an adv if they are trained because their
audience is smaller, makes SoMe more intimate & effective
#custserv
2011-06-01 1:07 am theKATsimpson Agree RT @Exal_online: Social Media (SoMo) can be heavy on
resources. Devoting time to it can be a daunting task for a #custserv
2011-06-01 1:07 am MarshaCollier Good Q, I say yes.RT @samfiorella: Is there really a distinction
between SMB & Enterprise Biz when it comes to importance of SM in
#custserv
2011-06-01 1:07 am katerendall @marshacollier Only if they can commit to maintain/monitor!
Otherwise, don't promote as #custserv tool--can be used for PR,
mktg instead.
2011-06-01 1:07 am BarryBirkett A1. Certainly...more accustomed to being personal & less structure
over which to trip in solving problems. #custserv
2011-06-01 1:07 am MarshaCollier @mjayliebs In many businesses they are lucky if they see the
difference #socbiz #socmed #socmed #custserv
2011-06-01 1:07 am mjayliebs A1: go where your customers are, if they are on social channels, then
you need to be there #custserv
2011-06-01 1:07 am mpace101 Q1: #SMBiz has edge over big biz w/social tools, sincerity/trust more
easily built - leading to deeper engage #custserv
2011-06-01 1:07 am karimacatherine RT @marshacollier: Q1: Do you think that small business has an
edge when it comes to #custserv and social media?
2011-06-01 1:07 am KarenLocker @MarshaCollier I didn't do it too well I just griped to
@JeffreyJKingman outside of the hashtag LOLn #custserv
2011-06-01 1:08 am rlconrad7 RT @MarshaCollier: Are we ready? "Should small business adopt
social business (social media) as key tool in #custserv?
2011-06-01 1:08 am ImMarkBernhardt Q1.A1: SMB can be more nimble in adopting SM for #custserv and
usually has more "community" feel w/ its customers.
2011-06-01 1:08 am samfiorella how so? RT @MarshaCollier: yes.RT @samfiorella: Is there really a
distinction between SMB & Enterprise Biz ...importance of SM in
#custserv
2011-06-01 1:08 am CustServGreeter @JerryWS98 Welcome--glad you joined this one! #custserv
2011-06-01 1:08 am bytcrmgal Agree that SMB's need social media for #custserv - but need to
understand why before embarking, don't they? #custserv
2011-06-01 1:08 am MarshaCollier The downfall of any brand/business who opts to operate online is lack
of monitoring! cc @katerendall #custserv
2011-06-01 1:08 am karimacatherine A1 ; absolutely. Small businesses have quicker/shorter decision
process and can react faster #custserv #socialmedia
2011-06-01 1:08 am OkemaLive RT @bytcrmgal: Agree that SMB's need social media for #custserv -
but need to understand why before embarking, don't they? #custserv
2011-06-01 1:08 am Ramon_DeLeon RT @MarshaCollier: The downfall of any brand/business who opts to
operate online is lack of monitoring! cc @katerendall #custserv
2011-06-01 1:08 am MarshaCollier @samfiorella See @FehmidaMalik 's comment? #custserv
2011-06-01 1:08 am rapidbuyr Q1: Absolutely. Small businesses are agile, can react quickly if
customers are turning to social channels to look for support.
#custserv
2011-06-01 1:09 am ErikaLAndersen Joining #custserv chat from Salt Lake City #custserv
2011-06-01 1:09 am royatkinson Don't know how your TweetDeck feeds are, but mine is waaaay slow.
:( #custserv
2011-06-01 1:09 am JeffreyJKingman 70% of companies exhibiting at tradeshows have not established
social media in their brands. #custserv
2011-06-01 1:09 am OkemaLive @bytcrmgal I'd say so. SM won't serve the same purpose for all
comps or people. #custserv
2011-06-01 1:09 am FehmidaMalik @MarshaCollier Social media is very time-consuming to maintain
#custserv for a small biz, where few ppl wear too many hats.
2011-06-01 1:09 am samfiorella A1: Wonder if SMB is at disadvantage only because of limited
resources to monitor & engage? thoughts? #custserv
2011-06-01 1:09 am MarshaCollier @Ramon_DeLeon You do such a great job. Wow is for the moment,
you keep them in an ongoing state of bliss #custserv
2011-06-01 1:09 am mpace101 Q1: Like anything else the tools of social media need to match
broader biz plan. If custs there, go there #custserv
2011-06-01 1:09 am Exal_online http://bit.ly/c8UfZv %71 of tweets go unread. As a small business,
how many will you reply to? #custserv
2011-06-01 1:09 am JasonMillerCA A1. Using social for #custserv levels the playing field for SMBs like
never before.
2011-06-01 1:09 am corettajackson So true!! RT @MarshaCollier: The downfall of any brand/business
who opts to operate online is lack of monitoring! cc @katerendall
#custserv
2011-06-01 1:09 am KarenLocker small businesses can adjust to changing trends faster, so as SM
changes they can adjust their strategy for response fastern
#custserv
2011-06-01 1:09 am berkson0 @JeffreyJKingman Interesting stat. Do you have a source for that
one, Jeffrey? #custserv
2011-06-01 1:09 am JerryWS98 SMB absolutely has an edge Employees of large companies are
risking their jobs by producing unapproved SoMo to advertise
themselvn #custserv
2011-06-01 1:09 am MEDIAtip RT @karimacatherine: A1 ; absolutely. Small businesses have
quicker/shorter decision process and can react faster #custserv...
@MediaTip
2011-06-01 1:10 am JeffreyJKingman @FehmidaMalik Should SMBs outsource custserv socialmedia?
#custserv
2011-06-01 1:10 am bytcrmgal @OkemaLive @bytcrmgal Absolutely agree! #custserv
2011-06-01 1:10 am berkson0 @RoyAtkinson I always use Hootsuite for chats. API is faster.
#custserv
2011-06-01 1:10 am evanhamilton Yes, social media is an essential customer support tool. But if you
only use it for that, you're missing out. #custserv
2011-06-01 1:10 am KarenLocker @royatkinson I have given up on Tweetdeck for chat, only use
tweetchat nown #custserv
2011-06-01 1:10 am ImMarkBernhardt .@JeffreyJKingman Interesting stat. More SM involvement could help
connect with audience before, during and after trade show. #custserv
2011-06-01 1:10 am JasonMillerCA A1. Companies now have the option to take a Tweet/ Facebook post,
drill down into it, see who wrote it, and respond accordingly.
#custserv
2011-06-01 1:10 am MarshaCollier GOOD VIEW, discuss? RT @iangjacobs is #custserv a zero-sum
game? Does social support draw resources away from other
channels? Must it?
2011-06-01 1:10 am mpace101 @Exal_online SoMe is not confined to twitter (FB, Flickr, Youtube &
Location Based Services are their best tools) #custserv
2011-06-01 1:10 am karimacatherine Agree w @samfiorella . There is not much difference with small or big
businesses but I say, it has to do with receptivity #custserv #SM
2011-06-01 1:10 am evanhamilton If nothing else, it's an essential customer support tool because you
can't be ON social media without getting support inquiries! #custserv
2011-06-01 1:10 am NicoleYocca Agreed! RT @MarshaCollier: The downfall of any brand/business who
opts to operate online is lack of monitoring! cc @katerendall
#custserv
2011-06-01 1:10 am mzayfert @FehmidaMalik @MarshaCollier actually it can be time saving,
getting a response within the day is reasonable for most people
#custserv
2011-06-01 1:11 am theKATsimpson Glad you made it neighbor! RT @JerryWS98: SMB absolutely has an
edge Employees of large companies are risking their jobs by
#custserv
2011-06-01 1:11 am JeffreyJKingman @berkson0 Very informal assessment of National Restaurant Show
(1800+ exhibitors) and several other large shows. No hard#s :(
#custserv
2011-06-01 1:11 am dbmei RT @LovelyLu: A1 Small biz can have an adv if they are trained
because their audience is smaller, makes SoMe more intimate &
effective #custserv
2011-06-01 1:11 am Marcio_Saito Missing #custserv tonight. Flying to Sao Paulo - good chat all.
2011-06-01 1:11 am ErikaLAndersen RT @mjayliebs: A1: go where your customers are, if they are on
social channels, then you need to be there #custserv
2011-06-01 1:11 am gregortbach SMB need to grasp that having the icons/accounts on their website
doesn't make them engaged. Need to be strategic and "there"n
#custserv
2011-06-01 1:11 am iangjacobs @FehmidaMalik But those many hats 4 SMBs also mean that
#custserv can lead to lasting changes in a company. Service people
R product people.
2011-06-01 1:11 am berkson0 @MarshaCollier Not just online. If conversations are happening where
you're not involved -- but could be, there is risk. #custserv
2011-06-01 1:11 am OkemaLive I like what someone mentioned about monitoring. #CustServ News
on SM spreads so fast, it can give life or death.
2011-06-01 1:11 am rapidbuyr Social media for #custserv doesn't have to be time consuming if
proper listening/alerts are set up. #custserv
2011-06-01 1:11 am CustServGreeter Welcome @mzayfert @NicoleYocca @karimacatherine #custserv
2011-06-01 1:12 am LovelyLu A1 Everything takes effort to get started, you have to train and be
vigilantn #custserv
2011-06-01 1:12 am mjayliebs @MarshaCollier @iangjacobs - might be zero sum, but many 'take it
home with them' (evening Ian, Marsha) #custserv
2011-06-01 1:12 am ErikaLAndersen RT @evanhamilton: Yes, social media is an essential customer
support tool. But if you only use it for that, youre missing out.
#custserv
2011-06-01 1:12 am mpace101 Q1: going to give shameless (but honest) plug for NutshellMail.com
as tools for #SmBiz soc monitoring, its built for them #custserv
2011-06-01 1:12 am heatherlmason @MarshaCollier The edge for smallbiz is customization & connection
- w smaller customer base there's more connection to indiv
#custserv
2011-06-01 1:12 am evanhamilton @MarshaCollier @iangjacobs Doesn't have to be 0 sum. Can answer
some q's easier on SM, others you should point to email or phone.
#custserv
2011-06-01 1:12 am Exal_online @mpace101 True. Facebook is a lot easier to track #Custserv than
twitter.
2011-06-01 1:12 am teriel RT @KarenLocker: small businesses can adjust to changing trends
faster, so as SM changes they can adjust their strategy for response
fastern #custserv
2011-06-01 1:12 am berkson0 @JeffreyJKingman Thanks. Sounds about right, though. #custserv
2011-06-01 1:12 am gregortbach @Marcio_Saito You will be missed - next week hopfully? :) #custserv
2011-06-01 1:12 am JeffreyJKingman @rapidbuyr Many free listening posts out there too. #custserv
2011-06-01 1:12 am BarryBirkett @samfiorella: Agree limited resources are a disad, though abundant
resources often must be overcome in big biz #custserv
2011-06-01 1:12 am ImMarkBernhardt #custserv @iangjacobs @MarshaCollier Be where the customers are
-- but offer SM/chat/phone as able. Don't stretch so thinly 2 weaken
service
2011-06-01 1:12 am evanhamilton @gregortbach Absolutely! #custserv
2011-06-01 1:12 am KarenLocker @gregortbach very true, they need to be engaged with people on SM
or they are not using SM effectivelyn #custserv
2011-06-01 1:12 am customercapital Me too! RT @berkson0: @RoyAtkinson I always use Hootsuite for
chats. API is faster. #custserv
2011-06-01 1:12 am OkemaLive RT @ImMarkBernhardt: #custserv @iangjacobs @MarshaCollier Be
where the customers are -- but offer SM/chat/phone as able. Don't
stretch so thinly 2 weaken service
2011-06-01 1:12 am FehmidaMalik @JeffreyJKingman If the price is right. Small biz owners stand to lose
the lot if they miscalulate on price. #custserv
2011-06-01 1:13 am mjayliebs The edge for small business is the human factor, if you can take that
with u to #socmed, great, if not, well... #custserv
2011-06-01 1:13 am mpace101 @Exal_online its also where their customers are #custserv
2011-06-01 1:13 am Marcio_Saito RT @berkson0: @RoyAtkinson I always use Hootsuite for chats. API
is faster. #custserv
2011-06-01 1:13 am JeffreyJKingman Radian6 runs about $600/month - pretty pricey for small biz as a
entire-web-listening tool. #custserv
2011-06-01 1:13 am MarshaCollier Few corps are make effort to have distinct departments, @FedEx
does (even separate Facebook team) http://bit.ly/muKNRn
@iangjacobs #custserv
2011-06-01 1:13 am JasonMillerCA RT @ErikaLAndersen: RT @evanhamilton: Yes, social media is an
essential customer support tool. But if you only use it for that, youre
missing out. #custserv
2011-06-01 1:13 am OkemaLive RT @JeffreyJKingman: Radian6 runs about $600/month - pretty
pricey for small biz as a entire-web-listening tool. #custserv
2011-06-01 1:13 am gregortbach @bytcrmgal So glad to see you here in #custserv. Welcome!
2011-06-01 1:13 am MarshaCollier @evanhamilton Exactly and that's where the customer demographics
come in #custserv
2011-06-01 1:13 am LovelyLu They have to set their priorities, no one wants to pay, but there are
always initial investments. #custserv
2011-06-01 1:13 am KarenLocker also by being engaged in Social Media, people who were not your
customers see the engagement & can potentially become one
#custserv
2011-06-01 1:13 am JasonMillerCA A1: Be prepared to respond quickly & cordially. In some cases you
may need to “kill them with kindness“to exceed their expectation
#custserv
2011-06-01 1:13 am rapidbuyr RT @JeffreyJKingman: Radian6 runs about $600/month - pretty
pricey for small biz as a entire-web-listening tool. #custserv
2011-06-01 1:14 am evanhamilton @JeffreyJKingman Radian6 is way way overrated. They pile on
features to justify the price tag for something you can get for $0-$50
#custserv
2011-06-01 1:14 am JeffreyJKingman @JasonMillerCA Most social media proponents only see it for
marketing, not customer service, yes? #custserv
2011-06-01 1:14 am gregortbach @JeffreyJKingman I'm wondering if we can put a price on "not
listening" for small biz. For some industries it'd be a no brainer.
#custserv
2011-06-01 1:14 am MarshaCollier Yes! RT @heatherlmason Edge for smallbiz is customization &
connection - w smaller customer base there's more connection to
indiv #custserv
2011-06-01 1:14 am teriel RT @KarenLocker: also by being engaged in Social Media, people
who were not your customers see the engagement & can potentially
become one #custserv
2011-06-01 1:14 am mpace101 @gregortbach @bytcrmgal Radian6 is a fantastic tool, but not built for
SMB's - plenty of free tools to meet their needs #custserv
2011-06-01 1:14 am bytcrmgal @gregortbach @bytcrmgal Thanks for the suggestion/invite! Lively
and knowledgeable group! Hope I can keep up! :) #custserv
2011-06-01 1:14 am Exal_online I prefer using tweet deck with hash tags set up to monitor #custserv
2011-06-01 1:14 am MarshaCollier @mjayliebs Good evening - and yes! #custserv
2011-06-01 1:14 am rapidbuyr @Exal_online What tools do you use to track mentions on Facebook?
#custserv
2011-06-01 1:14 am OkemaLive RT @Exal_online: I prefer using tweet deck with hash tags set up to
monitor #custserv / Ditto! That's what I'm using!
2011-06-01 1:15 am MarshaCollier How monitor offline? RT @berkson0 Not just online. If conversations
are happening where you're not involved -- but could be #custserv
2011-06-01 1:15 am JerryWS98 Agreed RT @JasonMillerCA Most social media proponents only see it
for marketing, not customer service, yes? #custserv
2011-06-01 1:15 am JasonMillerCA @JeffreyJKingman I think it's coming around for sure. SM is still so
new for many SMBs. #custserv
2011-06-01 1:15 am allegiancetweet Flexible scheduling and virtual workers improve customer service
#custserv http://bit.ly/k0OT2J
2011-06-01 1:15 am karimacatherine RT @jeffreyjkingman: @JasonMillerCA Most social media proponents
only see it for marketing, not customer service, yes? #custserv
2011-06-01 1:15 am customercapital SMB need to monitor, engage, and provide service on social, can be
a more cost effective means of providing #custserv
2011-06-01 1:15 am kaanapaliresort RT @MarshaCollier: Yes! RT @heatherlmason Edge for smallbiz is
customization & connection - w smaller customer base there's more
connection to indiv #custserv
2011-06-01 1:15 am gregortbach Agreed - SMB need to listen on all available channels. @mpace101
@gregortbach @bytcrmgal #custserv
2011-06-01 1:15 am JeffreyJKingman Ewww - ranch dressing on my mouse pad... ugh #custserv
2011-06-01 1:15 am ErikaLAndersen For small business, start using social media as listening tool. Be fly on
wall to customer thoughts. #custserv
2011-06-01 1:15 am iangjacobs RT @mjayliebs: - might be 0sum, but many 'take it home with them'
#custserv <-true in general of SMBs, no? (see the 'many hats'
comments)
2011-06-01 1:15 am ImMarkBernhardt #custserv @Exal_online @OkemaLive I have a similar setup in
Seesmic desktop. Works well for me.
2011-06-01 1:15 am evanhamilton @gregortbach @JeffreyJKingman I sort of took a swing at that awhile
ago: http://bit.ly/jaHfFK #custserv
2011-06-01 1:16 am Exal_online @rapidbuyr I get to use @Sysomos at work to track #custserv but
sometimes I just prefer @tweetdeck
2011-06-01 1:16 am MarshaCollier Good definition RT @lirons Soc. media is media by other means...soc
business is the next step forward #custserv
2011-06-01 1:16 am LovelyLu @JeffreyJKingman I thought I was the only one that ate at my
keyboard ;-) #custserv
2011-06-01 1:16 am customercapital Social can be a place where SMB can beat their bigger competition.
#custserv
2011-06-01 1:16 am ImMarkBernhardt Also guilty... RT @LovelyLu: @JeffreyJKingman I thought I was the
only one that ate at my keyboard ;-) #custserv
2011-06-01 1:16 am CustServGreeter @Ramon_DeLeon @ErikaLAndersen @FehmidaMalik
@JasonMillerCA @corettajackson @MEDIAtip Hi and welcome to the
#custserv chat!
2011-06-01 1:16 am MarshaCollier @CorettaJackson I see you study reputation - it goes for brands too
#custserv
2011-06-01 1:16 am rapidbuyr Using social media for #custserv might be a more natural use of SM
for SMBs than marketing. Can listen/react first. #custserv
2011-06-01 1:16 am gregortbach Esp the ones that don't "get it" @karimacatherine @jeffreyjkingman
@JasonMillerCA > proponents only see it for marketing, not
#custserv
2011-06-01 1:17 am JeffreyJKingman I've started calling it Social Business - not social media - but latter
term so prevalent, it's education all over again. #custserv
2011-06-01 1:17 am evanhamilton Heed this! RT @KarenLocker: Engaging in Social Media means
people who weren't customers see it & potentially become one.
#custserv
2011-06-01 1:17 am ErikaLAndersen But also depends on business. App company needs social media
more than quilt shop #custserv
2011-06-01 1:17 am iangjacobs RT @ImMarkBernhardt: #custserv Be where customers r -- but offer
SM as able. Don't stretch so thinly 2 weaken service <-what gets
priority?
2011-06-01 1:17 am FehmidaMalik @iangjacobs no doubt an edge SMBs have over big businesses is
personalized #custserv
2011-06-01 1:17 am Exal_online @ImMarkBernhardt @LovelyLu @JeffreyJKingman let's not start
talking about meatballs this week. #custserv
2011-06-01 1:17 am KarenLocker customer service is engaging your customer before, not just after
people like to work w/people they are connected to #custserv
2011-06-01 1:17 am MarshaCollier Agreed, getting a quick answer without involving a phone call is
preferable to many cc @mzayfert #custserv
2011-06-01 1:17 am JasonMillerCA 58% who have tweeted about a bad experience, have never received
a response from the offending company. http://ow.ly/57cTB
#custserv
2011-06-01 1:17 am katerendall EXACTLY! This is key. RT @MarshaCollier The downfall of any
brand/business who opts to operate online is lack of monitoring!
#custserv
2011-06-01 1:17 am Exal_online RT @JasonMillerCA: 58% who have tweeted about a bad experience,
have never received a response from the offending company.
http://ow.ly/57cTB #custserv
2011-06-01 1:17 am RichardNatoli Late to #custserv. What's the topic?
2011-06-01 1:18 am CustServGreeter @BarryBirkett @ImMarkBernhardt @customercapital @Marcio_Saito
Hi there! #custserv
2011-06-01 1:18 am customercapital They're missing opps for wow #custserv then. @karimacatherine
@jeffreyjkingman @JasonMillerCA > proponents only see it for
marketing...
2011-06-01 1:18 am mpace101 SMB's should consider their custserv a huge bulk of marketing -
WordofMouth influence stronger on local level (context) #custserv
2011-06-01 1:18 am MarshaCollier @RichardNatoli "Should small business adopt social business (social
media) as key tool in #custserv?
2011-06-01 1:18 am JeffreyJKingman @JasonMillerCA And how many have tweeted praise and never rec'd
a response from a company? #custserv
2011-06-01 1:18 am ImMarkBernhardt Get"social" part -- not just broadcast / RT @customercapital: Social
can be a place where SMB can beat their bigger competition.
#custserv
2011-06-01 1:18 am ScentedGarden @MarshaCollier small biz has the edge 4 cust service, yes, but online
mostly facebook/twitter, not so much website #custserv
2011-06-01 1:18 am evanhamilton Great stat! RT @JasonMillerCA: 58% who tweeted about a bad
experience never got a response from offending co http://ow.ly/57cTB
#custserv
2011-06-01 1:18 am BarryBirkett I gotta vacuum out crumbs TOO often! RT @lovelylu:
@JeffreyJKingman I thought I was the only one that ate at my
keyboard ;-) #custserv
2011-06-01 1:18 am Exal_online @rapidbuyr Facebook has a pretty nice Insights page that I like to use
in a lot of my reports. #custserv
2011-06-01 1:18 am customercapital RT @rapidbuyr: Using social media for #custserv might be a more
natural use of SM for SMBs than marketing. Can listen/react first.
#custserv
2011-06-01 1:18 am JasonMillerCA @JeffreyJKingman very good point! I see it everyday. #custserv
2011-06-01 1:19 am gregortbach @RichardNatoli <theme from jaws> ;) #custserv
2011-06-01 1:19 am JeffreyJKingman @JasonMillerCA Or more: how many neg/pos blogposts, facebook
posts, etc - never get response? If those were phonecalls? #custserv
2011-06-01 1:19 am mariepayton I thought everyone did that ... RT @LovelyLu: @JeffreyJKingman I
thought I was the only one that ate at my keyboard ;-) #custserv
2011-06-01 1:19 am rapidbuyr RT @JasonMillerCA: 58% who have tweeted about a bad experience
never rec'd response from the offending company. http://ow.ly/57cTB
#custserv
2011-06-01 1:19 am TracieHegeman RT @MarshaCollier: Are we ready? "Should small business adopt
http://dld.bz/abMXx
2011-06-01 1:19 am MikeFraietta Listening is essential to any conversation regardless of the medium.
#custserv
2011-06-01 1:19 am berkson0 @MarshaCollier Monitoring is not exclusively #socmed. Can be done
on other channels (phone, in-person, media, etc) #custserv
2011-06-01 1:19 am Exal_online @mariepayton Carrots are a pretty good snack while doing #custserv
chats :)
2011-06-01 1:19 am bytcrmgal @JasonMillerCA Great stat Jason. Amazing so many have missed
the ball! #custserv
2011-06-01 1:19 am MarshaCollier @ggheorghiu Customer engagement - where they want to be
engaged is pivotal for sales in 21st century #custserv
2011-06-01 1:19 am iangertler @JeffreyJKingman re: started calling it #SocialBusiness - not
#socialmedia - but, education all over again. #custserv >
#SocialCommerce too!
2011-06-01 1:19 am CustServGreeter @teriel @kaanapaliresort Greetings! #custserv
2011-06-01 1:19 am berkson0 @MarshaCollier Don't you remember "clipping" services? #custserv
2011-06-01 1:19 am RichardNatoli @MarshaCollier Thanks. Although, #custserv chat seems to be
more about SM than service lately. :/ How about small biz learns svc
b4 SM?
2011-06-01 1:19 am rjamestaylor @MarshaCollier just remember: if a business starts offering support
via a channel (say SM), it's expected they're committed to it
#custserv
2011-06-01 1:19 am ErikaLAndersen Agree! RT @MikeFraietta: Listening is essential to any conversation
regardless of the medium. #custserv
2011-06-01 1:19 am JeffreyJKingman Would any company not respond to a positive OR negative phone
call? No diff than social media #custserv
2011-06-01 1:19 am MarshaCollier @berkson0 Good point. My area of expertise is online ;) #socmed
#custserv
2011-06-01 1:20 am anikanov @iangjacobs Social #custserv = call avoidance and call diversion to
a new channel. If resolved publicly, 100s similar calls can be avoided.
2011-06-01 1:20 am ImMarkBernhardt Start w/ strengths -- Don't abandon all for SM if not familiar. RT
@iangjacobs: #custserv Be where customers r <-what gets priority?
2011-06-01 1:20 am CustServGreeter Let's pause: Zappos! <glug> RT @JeffreyJKingman: Ewww - ranch
dressing on my mouse pad... ugh #custserv
2011-06-01 1:20 am customercapital Still new as a #custserv tool for big business too. RT
@JeffreyJKingman I think it's coming around for sure. SM is still so
new for many SMB
2011-06-01 1:20 am TheFireTracker2 RT @MarshaCollier: @ggheorghiu Customer engagement -
>>where<< they want to be engaged is pivotal for sales in 21st
century #custserv #smem
2011-06-01 1:20 am TixList RT @rapidbuyr: RT @JasonMillerCA: 58% who have tweeted about a
bad experience never rec'd response from the offending company.
http://ow.ly/57cTB #custserv
2011-06-01 1:20 am iangjacobs Social media is not just FB/Twitter. SMBs can set up (low-cost) social
fora and help customers serve other customers #custserv
2011-06-01 1:20 am tsbandito @MarshaCollier i agree, i hate being shifted to a different channel
when i engage in one #custserv
2011-06-01 1:20 am MarshaCollier Being there is KEY! RT @rjamestaylor If business starts offering
support via a channel (say SM), expected they're committed to it
#custserv
2011-06-01 1:20 am JeffreyJKingman @RichardNatoli We'll cycle back to large biz again :) @marshacollier
#custserv
2011-06-01 1:20 am JasonMillerCA @JeffreyJKingman you are absolutely right. There so much room for
improvement and SM can be a great supplement. #custserv.
2011-06-01 1:20 am Exal_online How many #custserv comments are neutral though? SoMo isn't
about a single experience; it's about the relationship as a whole.
2011-06-01 1:20 am charlieisaacs Interesting, I simply responded to a tweet and got sucked into the
#custserv hashtag aarrgghhh save me help :-)
2011-06-01 1:20 am ImMarkBernhardt Thank you, Roy. RT @CustServGreeter: @BarryBirkett
@ImMarkBernhardt @customercapital @Marcio_Saito Hi there!
#custserv
2011-06-01 1:21 am rapidbuyr @JeffreyJKingman And they should even moreso because it's out
there for others to see & be influenced by. #custserv
2011-06-01 1:21 am evanhamilton @JeffreyJKingman Excellent point. Funny, because a negative tweet
is much more damaging than a negative call. #custserv
2011-06-01 1:21 am funtime7777 58% ? Is the BBB not doing their job? Better yet, with #socialMedia, is
the BBB going to be obsolete? #custserv @JasonMillerCA
2011-06-01 1:21 am GuyWinch Younger customers expect SMB to respond to them on SM. You can't
put the genie back in the bottle #custserv
2011-06-01 1:21 am mjayliebs In a very short period of time it will go back to "Business" and
"Communication" the descriptor of "Social" will go away #custserv
2011-06-01 1:21 am VAMCorp RT @LovelyLu: @JeffreyJKingman I thought I was the only one that
ate at my keyboard ;-) #custserv
2011-06-01 1:21 am rjamestaylor @MarshaCollier @mzayfert a quick and correct answer is vital; who
runs support via SM vital (not just an outside PR person) #custserv
2011-06-01 1:21 am ErikaLAndersen RT @iangjacobs: Social media is not just FB/Twitter. SMBs can set
up (low-cost) social fora & help customers serve other customers
#custserv
2011-06-01 1:21 am berkson0 Yes! RT @MikeFraietta: Listening is essential to any conversation
regardless of the medium. #custserv cc: @MarshaCollier
2011-06-01 1:21 am JasonMillerCA @bytcrmgal Very surprising indeed, but that means there's also
opportunity! #custserv
2011-06-01 1:21 am JeffreyJKingman @charlieisaacs Use the force, Luke :)) #custserv
2011-06-01 1:21 am iangjacobs @charlieisaacs You're lost forever now. #custserv
2011-06-01 1:21 am iangertler @JasonMillerCA re: 58% who tweeted about bad experience never
received a response from the company. #custserv > Ask @themaria
about @zipcar!
2011-06-01 1:21 am evanhamilton @CustServGreeter Brought my beer this time! :) *glug* #custserv
2011-06-01 1:21 am tsbandito @rjamestaylor @MarshaCollier or you mean when VZE tech support
in person told me I had to call to get support for my phone ;(
#custserv
2011-06-01 1:21 am mjayliebs @charlieisaacs Let's keep it PG-13 this time, ok?n #custserv
2011-06-01 1:21 am BarryBirkett & when! RT @MarshaCollier: @ggheorghiu Customer engagement
>>where<< they want to be engaged is pivotal for sales in 21st
century #custserv
2011-06-01 1:21 am karimacatherine Most companies have not put the customer at the heart of their
business and therefore, forget about #custserv @utxtradecom
2011-06-01 1:21 am bobguildner RT @MarshaCollier: Are we ready? "Should small business adopt
2011-06-01 1:21 am MarshaCollier Multi channel responses can be confusing for customer. Tweets to
phone OK is calling same person #custserv @tsbandito
2011-06-01 1:21 am ImMarkBernhardt +1 RT @berkson0: Yes! RT @MikeFraietta: Listening is essential to
any conversation regardless of the medium. #custserv cc:
@MarshaCollier
2011-06-01 1:22 am JerryWS98 #intro Large corp employee looking to learn how to make my
#custserv better by bringing it back to the SMB basics #custserv
2011-06-01 1:22 am ggheorghiu RT @iangjacobs: Social media is not just FB/Twitter. SMBs can set
up (low-cost) social fora and help customers serve other customers
#custserv
2011-06-01 1:22 am ChrisZane This #custserv thing is like double dutch, who knows when to jump
in?
2011-06-01 1:22 am Robert_Hale A smile goes a long way when talking customer service. #custserv
2011-06-01 1:22 am teriel #custserv is an effective way for SMB to get referrals. Using SM
functions in same way in terms of answering Qs and being there for
custs
2011-06-01 1:22 am MarshaCollier @JeffreyJKingman @JasonMillerCA I tweet praise all the time and
am sad when it's not acknowledged #custserv
2011-06-01 1:22 am gregortbach I'm certain the BBB is evaluating Social Business @JeffreyJKingman
and reexamining their model @funtime7777 @JasonMillerCA
#custserv
2011-06-01 1:22 am bytcrmgal @JasonMillerCA @bytcrmgal Absolutely! And we are just the people
to make it happen! Right? #custserv
2011-06-01 1:22 am RichardNatoli @JeffreyJKingman I'm not even referring to small vs lg biz. SM is not
service, its just a channel. Yet we talk SM instead of svc. #custserv
2011-06-01 1:22 am Exal_online @ChrisZane I missed out on the whole double dutch thing. Just don't
get it. Is this what a non SM-company feels like? #custserv
2011-06-01 1:22 am berkson0 @RichardNatoli Agree. #SM is the shiny new toy to play with, but the
same old rules still apply. @MarshaCollier #custserv
2011-06-01 1:22 am rapidbuyr RT @ChrisZane: This #custserv thing is like double dutch, who
knows when to jump in? #custserv
2011-06-01 1:22 am rjamestaylor @MarshaCollier a business should treat SM #custserv as an
extension of "regular" service -- even as "escalation"; reputation
depends on it
2011-06-01 1:22 am tsbandito @MarshaCollier personally dislike being forced to go to phone, being
asked is fine, too many just push to a form/phone/etc blah #custserv
2011-06-01 1:22 am CustServGreeter @RichardNatoli Howdy! Should SMBs adopt social media for
#custserv?
2011-06-01 1:22 am KarenLocker @ChrisZane jump in anytime any where, just need to get your feet
wet LOLn #custserv
2011-06-01 1:23 am theKATsimpson not me LOL just learning to keep up now RT @ChrisZane: This
#custserv thing is like double dutch, who knows when to jump in?
#custserv
2011-06-01 1:23 am ImMarkBernhardt Pick a tweet and reply. Good to see you here, Chris! RT @ChrisZane:
This #custserv thing is like double dutch, who knows when to jump
in?
2011-06-01 1:23 am evanhamilton Did everyone see this story? Urban Outfitters got reamed because
they didn't respond on social media: http://bit.ly/k1Me7x #custserv
2011-06-01 1:23 am heatherlmason @MarshaCollier Agree w @rjamestaylor -plp find you on SM and
expect quick answer. Twitter is an immediate medium. #custserv
2011-06-01 1:23 am RichardNatoli @berkson0 Yet, so many (the majority?) don't even know "the same
old rules" or if they do, they can't execute on them. #SM #custserv
2011-06-01 1:23 am JasonMillerCA Measure success of your SM #custserv efforts by defining metrics
which reflect your overall strategy, i.e. cost saving, service
improvement.
2011-06-01 1:23 am LovelyLu The key to good customer service is commitment throughout the
company and good training - however they do it. #custserv
2011-06-01 1:23 am charlieisaacs re: the Force, I am your fodder, Luke and @mjayliebs and
@iangjacobs #custserv
2011-06-01 1:23 am JeffreyJKingman @RichardNatoli But it's an aspect of providing custserv - a tool, no?
#custserv
2011-06-01 1:23 am tsbandito @MarshaCollier if you're interacting in a channel, i generally want to
do as much as I can in that channel #custserv
2011-06-01 1:23 am MarshaCollier @RichardNatoli Bringin the small biz crowd back to #custserv. They
can learn a lot from large biz, but need to be included. Help teach?
2011-06-01 1:23 am BarryBirkett SMB can't be everywhere on SM, though, so should make clear
through practice or web statement where #custserv will be.
2011-06-01 1:23 am gregortbach I think one major advantage to Social Media is the instantaneous
nature to it. No IVR or phone tree - but is the company listening
#custserv
2011-06-01 1:23 am charlieisaacs RT @mjayliebs: @charlieisaacs Let's keep it PG-13 this time, ok?
#custserv #nopottytweets
2011-06-01 1:23 am evanhamilton @Robert_Hale Same for a smiley face! :) That's key when doing
written support, IMO. #custserv
2011-06-01 1:24 am RichardNatoli @JeffreyJKingman Hey I don't want to complain, just pointing out it is
just one channel, and a minor one at that. #custserv
2011-06-01 1:24 am guy1067 @rwang0 predicts 2015 RT @mjayliebs: ...descriptor "Social" will go
away #custserv
2011-06-01 1:24 am MarshaCollier RT @LovelyLu: The key to good customer service is commitment
throughout the company and good training - however they do it.
#custserv
2011-06-01 1:24 am Exal_online The best thing about SoMo is not having to press "0" to start a
conversation #custserv
2011-06-01 1:24 am JerryWS98 indeed! RT @Exal_online: The best thing about SoMo is not having to
press "0" to start a conversation #custserv
2011-06-01 1:24 am customercapital @thekatsimpson @chriszane #custserv is like a wild cocktail party.
pick someone interesting and start chatting!
2011-06-01 1:24 am JasonMillerCA @MarshaCollier @JeffreyJKingman I see it everyday as I monitor
with Radian6 at Zoomerang. I take #custserv very serious & try not to
miss.
2011-06-01 1:24 am ChrisZane I meant the #custserv conversation not treating people well.
2011-06-01 1:24 am RichardNatoli @MarshaCollier I've worked in large, med and small biz. Principles
are the same, method of execution different. SM is minor part.
#custserv
2011-06-01 1:24 am customercapital RT @lovelylu: The key to good customer service is commitment
#custserv
2011-06-01 1:24 am evanhamilton @Exal_online Hah! Amen! #custserv
2011-06-01 1:24 am gregortbach @Exal_online Your tweet is important to us and is being held in
sequence! #custserv
2011-06-01 1:25 am ErikaLAndersen Best if customer service is highly valued throughout company RT
@LovelyLu: key is commitment company and good training
#custserv
2011-06-01 1:25 am dabarlow Awesome! @9inchmarketing: Lagniappe spawns 3 types of goldfish:
Purple, Golden and Green http://t.co/ZJO29EX #custserv #cem
#leadbiz
2011-06-01 1:25 am charlieisaacs @rwang0 predicts 2015 RT @mjayliebs: ...descriptor "Social" will go
away #custserv >Mr. Zuckerberg, tear down those 140 characters
2011-06-01 1:25 am MarshaCollier @evanhamilton Sad that some customers feel it's the company's
responsibility to be there WHENEVER & WHEREVER if not they lash
out #custserv
2011-06-01 1:25 am berkson0 @RichardNatoli Agree. As we always say in the IT biz, "garbage
in/garbage out". The tool doesn't make you better at it. #SM
#custserv
2011-06-01 1:25 am Lisa_A_Ford RT @LovelyLu: The key to good customer service is commitment
#custserv
2011-06-01 1:25 am ImMarkBernhardt #custserv A tool is only as good as the person operating it. Whether
using SM, phone or other channel, need to be ready, willing, able.
2011-06-01 1:25 am jimargarcia RT @ErikaLAndersen: For small business, start using social media as
listening tool. Be fly on wall to customer thoughts. #custserv
2011-06-01 1:25 am MarshaCollier @RichardNatoli Agreed, most don't know the "same old rules" (rules
to us & sadly new to many) @berkson0 #SM #custserv
2011-06-01 1:26 am ScentedGarden @MarshaCollier my customers love that they can text me, big biz
can't offer that. #custserv
2011-06-01 1:26 am theKATsimpson #LIKE but LOL RT @JerryWS98: indeed! RT @Exal_online: The best
thing about SoMo is not having to press "0" to start a conversation
#custserv
2011-06-01 1:26 am karimacatherine The key to good customer service is meaning it & integrating
processes to serve the customer throughout business @marshacollier
#custserv
2011-06-01 1:26 am evanhamilton @MarshaCollier They were tweeting while she posted that (and
others retweeted) and they didn't respond. EVER. #custserv
2011-06-01 1:26 am rjamestaylor If you begin using SM channels for #custserv, empower your reps to
solve problems & fix systems. Otherwise they're just Walmart greeters
2011-06-01 1:26 am anikanov Small biz can easier achieve PEC (personal emotional connection, (c)
Tony Hsieh) with customers. Social #custserv is all about PEC.
2011-06-01 1:26 am theKATsimpson LOL RT @gregortbach: @Exal_online Your tweet is important to us
and is being held in sequence! and may be recorded for training .
#custserv
2011-06-01 1:26 am mpace101 Love to hear some examples of #SMBiz doing #socbiz well - a few I
know @boloco @halfwaycafe #custserv
2011-06-01 1:26 am JasonMillerCA SocialMention, Search.Twitter.com, are both fantastic free tools for
brand monitoring. Radian6 is amazing (if you have the budget)
#custserv
2011-06-01 1:26 am tsbandito RT @rjamestaylor: If you begin using SM channels for #custserv,
empower your reps to solve problems & fix systems. Otherwise
they're just Walmart greeters
2011-06-01 1:26 am evanhamilton @iangjacobs She was loudest because she got a lot of people angry.
She didn't have many followers, just a cause. #custserv
2011-06-01 1:26 am MarshaCollier Bravo! Where do you promote the contact? RT @ScentedGarden My
customers love that they can text me, big biz can't offer that.
#custserv
2011-06-01 1:26 am mjayliebs #custserv excellence is a graceful dance between the people,
processes and required technology, based on the needs of the biz
and customers
2011-06-01 1:26 am CustServGreeter @ScentedGarden @mariepayton @rapidbuyr @TracieHegeman
@MikeFraietta @IanGertler @rjamestaylor @anikanov Hello and
welcome! #custserv
2011-06-01 1:26 am ChrisZane RT @Lisa_A_Ford: RT @LovelyLu: The key to good customer
service is commitment throughout the company and good training -
however they do it. #custserv
2011-06-01 1:27 am charlieisaacs RT @ScentedGarden: @MarshaCollier my customers love that they
can text me, big biz can't offer that. #custserv>#EnSW sms servers
work 4 that
2011-06-01 1:27 am berkson0 @MarshaCollier @RichardNatoli I always start all my #SM
presentations with "the more things change, the more they stay the
same" #custserv
2011-06-01 1:27 am MarshaCollier @evanhamilton Hah! They shoulda read my book ;) #custserv
2011-06-01 1:27 am rapidbuyr @MarshaCollier @evanhamilton Don't disagree with that, but do feel
you get extra points for being "there" after hours. #custserv
2011-06-01 1:27 am assignmentdesk1 RT @rjamestaylor: If you use SM channels for #custserv, empower
reps to solve problems & fix systems. Otherwise they're Walmart
greeters
2011-06-01 1:27 am GuyWinch A woman casually Tweeted re: the Treasury Dep & got 4 calls the
next day! http://bit.ly/luwwTh Our SM expectations will only grow
#custserv
2011-06-01 1:27 am rjamestaylor Better to not use SM for #custserv if you're not ready to commit.
Difficulty: you're customers may demand satisfaction via SM
2011-06-01 1:27 am CustServGreeter @charlieisaacs Hi and werlcome back! #custserv
2011-06-01 1:27 am Exal_online @MarshaCollier shameless self promotion 'eh? #custserv
2011-06-01 1:27 am rbacal Complex Systems Source of Majority of Customer Service Failures -
Part I by Robert Bacal http://t.co/cMiC5Ir #custserv
2011-06-01 1:27 am evanhamilton @rapidbuyr Definitely :) #custserv
2011-06-01 1:27 am JeffreyJKingman @RichardNatoli But you have great complaint attitude hi5 :))
#custserv
2011-06-01 1:27 am LovelyLu Small businesses can start small by setting up alerts, this way they
can see if they are being discussed in different venues #custserv
2011-06-01 1:27 am MarshaCollier @RichardNatoli You have the benefit (any luxury) of years of
experience. Many new to biz find themselves in charge of many
#custserv
2011-06-01 1:27 am iangjacobs RT @mjayliebs: it will go back 2"Business" & "Comms" the descriptor
"Social" goes away #custserv <-hope so. Social is everything or it
isn't
2011-06-01 1:27 am mzayfert @rjamestaylor @MarshaCollier Expectations are different for
customers of Small Biz Tendency to use phone 1st with small biz.
#custserv
2011-06-01 1:27 am MikeFraietta @berkson0 Hey! I see a good crowd here as usual. #custserv
2011-06-01 1:28 am MarshaCollier @karimacatherine ..and through every media #custserv
2011-06-01 1:28 am JeffreyJKingman @richardnatoli Can you be my disgruntled customer? #custserv
2011-06-01 1:28 am RyanLou RT @evanhamilton: Did everyone see this story? Urban Outfitters got
reamed because they didn't respond on social media:
http://bit.ly/k1Me7x #custserv
2011-06-01 1:28 am berkson0 @scentedgarden I think it may be your customers love they have
direct access to a decision maker @MarshaCollier #custserv
2011-06-01 1:28 am JasonMillerCA RT @Lisa_A_Ford: RT @LovelyLu: The key to good customer
service is commitment throughout the company and good training -
however they do it. #custserv
2011-06-01 1:28 am ErikaLAndersen Important to be consistent. If you respond immediately once, but five
days later next time, cust will be ticked #custserv
2011-06-01 1:28 am rbacal Study Suggests Internet/Social Media #custserv Discriminates
Against The Poor, Rural and Aboriginal Peoples http://t.co/QTcurHC
2011-06-01 1:28 am Lisa_A_Ford RT @ImMarkBernhardt: A tool only as good as person operating it.
Whether SM, phone or other channel, be ready, willing, able.
#custserv
2011-06-01 1:28 am tsbandito @rjamestaylor ehh, would almost say connecting/switching to
phone/email is 'standard' if its all you can support at first #custserv
2011-06-01 1:28 am berkson0 @MikeFraietta Always. #custserv was first chat I ever did.
2011-06-01 1:28 am Michael_Ludwig RT @ImMarkBernhardt: #custserv A tool is only as good as the
person operating it. Whether using SM, phone or other channel, need
to be ready, willing, able.
2011-06-01 1:28 am iangjacobs @evanhamilton Agreed. Just saying that SMBs using social for
#custserv need to be prepared. Social is subject to 'the wisdom of
the crowds'
2011-06-01 1:28 am MarshaCollier @charlieisaacs What is: "#EnSW sms servers work 4 that"
#custserv #noacronyms
2011-06-01 1:28 am rbacal 7 Reasons Why Social Media Negatively Affects Customer Service
and The Customer Experience http://t.co/zHNGkag #custserv
2011-06-01 1:29 am JerryWS98 It is about owning what you offer. If it is #custserv via SoMe, just be
sure you deliver, otherwise you're shooting yourself. #custserv
2011-06-01 1:29 am RichardNatoli @JeffreyJKingman Ha! I'm not disgruntled, just think we can
accomplish more in #custserv if we don't pigeon-hole ourselves on
SM.
2011-06-01 1:29 am BarryBirkett @scentedgarden: @MarshaCollier Progressive big biz are creating
same 1 to 1 relationships to compete with SMB #custserv
2011-06-01 1:29 am tsbandito @rjamestaylor but you are right, if you venture into SM, you should be
ready to commit to gain advantage for small businesses #custserv
2011-06-01 1:29 am evanhamilton @iangjacobs True dat! I'm sure many like UO are not prepared for it.
#custserv
2011-06-01 1:29 am ErikaLAndersen RT @mjayliebs: #custserv exclnce: graceful dance btwn people,
processes & required technology, based on needs of biz & customers
#custserv
2011-06-01 1:29 am mzayfert RT @MarshaCollier: Bravo! Where do you promote the contact? RT
@ScentedGarden My customers love that they can text me, big biz
can't offer that. #custserv
2011-06-01 1:29 am gregortbach SoMe Queue of the future? If your @klout score is between 10 and
20 press 1, if your... #custserv
2011-06-01 1:29 am MikeFraietta How to Build a Free Social Media Monitoring Dashboard
http://bit.ly/mTvJuZ (favorite worthy!) #custserv
2011-06-01 1:29 am ScentedGarden @MarshaCollier I'm brick n mortar, so I have my cell phone on my
card & I encourage the use of texting, makes them feel special!
#custserv
2011-06-01 1:29 am rapidbuyr Also set up Google Alerts; can catch mentions on Forums that other
tools may not catch. #custserv
2011-06-01 1:29 am RichardNatoli @JeffreyJKingman Anyway, I'll stop that course of discussion so as
not to totally disrupt the chat. #custserv
2011-06-01 1:29 am MarshaCollier @berkson0 @RichardNatoli Things never change but the audience
does and they need to be taught how & why of handling customers
#custserv
2011-06-01 1:30 am mzayfert RT @LovelyLu: Small businesses can start small by setting up alerts,
this way they can see if they are being discussed in different venues
#custserv
2011-06-01 1:30 am ImMarkBernhardt Another good tool: RT @rapidbuyr: Also set up Google Alerts; can
catch mentions on Forums that other tools may not catch. #custserv
2011-06-01 1:30 am dabarlow No @enthused: Do you have time to complete all those customer
satisfaction surveys that merchants push at you? http://t.co/FeZ7kQc
#custserv
2011-06-01 1:30 am ggheorghiu @JasonMillerCA: 58% who have tweeted about a bad experience
never rec'd response from the offending company.
http://t.co/6Lm0iNV #custserv"
2011-06-01 1:30 am ErikaLAndersen RT @RichardNatoli: ...think we can accomplish more in #custserv if
we dont pigeon-hole ourselves on SM. #custserv
2011-06-01 1:30 am rapidbuyr RT @MikeFraietta: How to Build a Free Social Media Monitoring
Dashboard http://bit.ly/mTvJuZ (favorite worthy!) #custserv
2011-06-01 1:30 am MarshaCollier @rapidbuyr I started selling online in 1996, I have always been a
proponent of reaching out & being available to customers #custserv
2011-06-01 1:30 am ChrisZane Love it. You don't need a pedestal, just a soap box. “@Exal_online:
@MarshaCollier shameless self promotion 'eh? #custserv”
2011-06-01 1:30 am ErikaLAndersen RT @MarshaCollier: Things never change but the audience does and
they need to be taught how & why of handling customers #custserv
2011-06-01 1:31 am MarshaCollier @Exal_online Hey! I didn't give the link ;) #custserv
2011-06-01 1:31 am teriel RT @ImMarkBernhardt: #custserv A tool is only as good as the
person operating it. Whether using SM, phone or other channel, need
to be ready, willing, able.
2011-06-01 1:31 am JeffreyJKingman @RichardNatoli Word. There is a ton of best-practice customer
service to emulate or learn, adopt from. #custserv
2011-06-01 1:31 am KarenLocker problem w/any online communication is it can be seen as impersonal,
easy to ignore or lash out at those you don't "see" #custserv
2011-06-01 1:31 am charlieisaacs @MarshaCollier You can use Enterprise SMS (text msg) Server
Software to allow your customers to text into big companies too
#custserv
2011-06-01 1:31 am CustServGreeter @ChrisZane @Robert_Hale @heatherlmason @Lisa_A_Ford
@AssignmentDesk1 @GuyWinch @MikeFraietta @rbacal Hello and
thanks #custserv
2011-06-01 1:31 am Michael_Ludwig With the use of #SM, companies will be forced to change the way
they view and provide #custserv. Providing great custserv will be the
norm.
2011-06-01 1:31 am evanhamilton @rbacal I skim that article and I see someone talking about an org
that does bad #custserv, not a tool that is bad. #custserv
2011-06-01 1:31 am AvayaAPAC Avaya APAC CC Index Launches in 90mins - register here for details!
http://tinyurl.com/3vyvhvk #crm #cctr #AvayaCCIndex #custserv
2011-06-01 1:31 am JeffreyJKingman @RichardNatoli and a TON of worst-practice "bust"omer service to
learn and avoid.. :) #custserv
2011-06-01 1:31 am guy1067 LOL... RT @gregortbach: SoMe Queue of the future? If your @klout
score is between 10 and 20 press 1, if your... #custserv
2011-06-01 1:31 am iangjacobs @GregOrtbach Large #cctr vendors are already building social
influence (Klout, etc.) into routing rules #custserv #AintNoJoke
2011-06-01 1:31 am MarshaCollier @mzayfert @rjamestaylor I don't believe that is so anymore. Small
biz e-customers want to get things worked out WITHOUT phone
#custserv
2011-06-01 1:32 am RichardNatoli @JeffreyJKingman Still, I suggest a series of focused #custserv
chats. (finding mentors in custserv, calculating ROI, Building culture,
etc)
2011-06-01 1:32 am charlieisaacs #custserv Tools don't kill customers, people do. Wow, that sounded
really violent. #peace
2011-06-01 1:32 am tsbandito @enthused generally, i'll only take surveys that are open to feedback,
if they have leading questions, i'll bail on them #custserv
2011-06-01 1:32 am JeffreyJKingman Half-time. #Zappos #custserv
2011-06-01 1:32 am gregortbach @iangjacobs Wow - kind of disturbing! #custserv
2011-06-01 1:32 am rjamestaylor #custserv via Social Media is just #custserv. But done in public. Put
your best foot forward & commit to excellence!
2011-06-01 1:32 am ErikaLAndersen Hee! @gregortbach: SoMe Queue of the future? If your @klout score
is between 10 and 20 press 1, if your... #custserv
2011-06-01 1:32 am seanbell @iangjacobs That may be the worst example of #custserv I have
heard. Let
2011-06-01 1:32 am ImMarkBernhardt Don't know #custserv -> can't fix with any tool // RT @evanhamilton:
@rbacal ... org that does bad #custserv, not a tool that is bad.
2011-06-01 1:33 am gmtomko too much focus on responding to problems. Best #custserv is
fulfilling the value prop & delighting your customers
2011-06-01 1:33 am evanhamilton @charlieisaacs Do you feel the need to confess something. ;)
#custserv
2011-06-01 1:33 am MarshaCollier @ggheorghiu Your level of savvy may not be the norm - plus? It really
depends on the depth of the issue #custserv
2011-06-01 1:33 am Starbucker RT @ImMarkBernhardt: #custserv A tool is only as good as the
person operating it. Whether using SM, phone or other channel
(indeed)
2011-06-01 1:33 am gregortbach LEAD by example or BECOME the example. ;) #custserv
@JeffreyJKingman
2011-06-01 1:33 am iangjacobs @GregOrtbach Well, it is only an option - there if the brands want to
use it #custserv
2011-06-01 1:33 am ErikaLAndersen RT @RichardNatoli: Suggest series focused #custserv chats. (finding
mentors in custserv, calculating ROI, Building culture, etc) #custserv
2011-06-01 1:33 am charlieisaacs RT @evanhamilton: @charlieisaacs Do you feel the need to confess
something. ;) #custserv >combination of Catholic and Jewish guilt in
my fam
2011-06-01 1:33 am ggheorghiu RT @mjayliebs: #custserv excellence is a graceful dance between
the people, processes and required technology, based on the needs
of the biz and customers
2011-06-01 1:33 am Lisa_A_Ford RT @gmtomko: too much focus on responding to problems. Best
#custserv is fulfilling the value prop & delighting your customers
#custserv
2011-06-01 1:33 am MarshaCollier @BarryBirkett Good point #custserv
2011-06-01 1:34 am CustServGreeter <glug> RT @JeffreyJKingman: Half-time. #Zappos #custserv
2011-06-01 1:34 am RichardNatoli @gmtomko How many #custserv departments even know what a
value proposition is? I think that's an important question.
2011-06-01 1:34 am BarryBirkett @mzayfert: @LovelyLu: A caution - hearing custs in many venues
not same as engaging them effectively there #custserv
2011-06-01 1:34 am JeffreyJKingman @RichardNatoli Would love to see some deeper topics launched here
in the Forum: http://customerservicedialogue.ning.com/ #custserv
2011-06-01 1:34 am OkemaLive RT @RichardNatoli: @gmtomko How many #custserv departments
even know what a value proposition is? I think that's an important
question.
2011-06-01 1:34 am bytcrmgal @gregortbach @JeffreyJKingman Not only the example, but the
statistic on the next #custserv chat!! :) #custserv
2011-06-01 1:34 am JerryWS98 SoMo depends on your business as well. Have to make sure you
keep your clients info secure. #custserv
2011-06-01 1:34 am Exal_online What are your thoughts on a small business having a community
portal or forum to do #custserv?
2011-06-01 1:34 am seanbell @iangjacobs Let's hope that trend doesn't perpetuate. Though I
expect it will. #custserv
2011-06-01 1:34 am LovelyLu Cheers! RT @CustServGreeter: <glug> RT @JeffreyJKingman:
Half-time. #Zappos #custserv
2011-06-01 1:34 am YourCustomers Twitter Launches New Follow Button for Websites
http://goo.gl/fb/viPod #custserv
2011-06-01 1:34 am conferenz RT @MarshaCollier @justinflitter Are we ready? "Should small
business adopt social business (social media) as key tool in
#custserv? #NZSoMo
2011-06-01 1:34 am gregortbach @iangjacobs Perhaps the pre-cursor to loyalty programs in the future.
#custserv
2011-06-01 1:34 am MarshaCollier @Lisa_A_Ford @gmtomko Rather than responding to problems,
wouldn't it be nice to see tweets of adoration (like @zappos gets)
#custserv
2011-06-01 1:35 am MarshaCollier *glug* #custserv
2011-06-01 1:35 am ScentedGarden @berkson0 @MarshaCollier direct access but most importantly,
EASY access. We all want others to make our life easier, yes?
#custserv
2011-06-01 1:35 am LovelyLu But you have to find them before you can engage with them! You
have to start somewhere @BarryBirkett: @mzayfert #custserv
2011-06-01 1:35 am FehmidaMalik Social business is supporting an entitlement #custserv culture
making it harder on SMB
2011-06-01 1:35 am royatkinson Agree RT @rjamestaylor: #custserv via Social Media is just
#custserv. But done in public. Put your best foot forward & commit to
excellence!
2011-06-01 1:35 am ErikaLAndersen Listening to sm can give clues to more opportunities for new/better
products (i.e., better #custserv) #custserv
2011-06-01 1:35 am ChrisZane Instore or online, the #custserv needs to be consistent with one
another. Great at one and not the other, confuses customers so they
defect.
2011-06-01 1:35 am MarshaCollier @ScentedGarden Are you using a Google Voice number? That's
what I do. emails/texts me transcriptions of VM #custserv
2011-06-01 1:35 am quantumparticle RT @rjamestaylor: Better to not use SM for #custserv if you're not
ready to commit. Difficulty: you're customers may demand satisfaction
via SM
2011-06-01 1:36 am BarryBirkett Agree! RT @lovelylu: But you have to find them before you can
engage with them! You have to start somewhere @mzayfert
#custserv
2011-06-01 1:36 am bytcrmgal @MarshaCollier @Lisa_A_Ford @gmtomko @zappos Dare we
dream for such adoration??? #custserv
2011-06-01 1:36 am quantumparticle RT @rjamestaylor: If you begin using SM channels for #custserv,
2011-06-01 1:36 am rapidbuyr @Exal_online We use GetSatisfaction as our version of a forum.
Doesn't get much use... yet. Ppl prefer SoMe & phone/email.
#custserv
2011-06-01 1:36 am guy1067 RT @JeffreyJKingman: @RichardNatoli Would love to see some
deeper topics ... in the Forum: http://bit.ly/jnb8E6 #custserv
2011-06-01 1:36 am ImMarkBernhardt Works - but also needs engagement from company ops / RT
@Exal_online: ... small business having a community portal or forum
to do #custserv?
2011-06-01 1:36 am JasonMillerCA SM #custserv metrics to measure: Responsiveness- Average reply
time. Complaints–Is the number decreasing? Praise –Is this number
increasing?
2011-06-01 1:36 am JeffreyJKingman Q2? 3. What are consumer expectations regarding customer service
through social media - from SMBs comparative to Large Enterprise?
#custserv
2011-06-01 1:36 am MarshaCollier @ChrisZane Gimme a break? I didn't tweet a link! ;) It's what I do :)
#custserv
2011-06-01 1:36 am gregortbach @ChrisZane Very true - consistency is the first step to
#managingexpecations #custserv
2011-06-01 1:37 am JeffreyJKingman Q2: What are consumer expectations regarding customer service
through social media - from SMBs comparative to Large Enterprise?
#custserv
2011-06-01 1:37 am boco_consulting RT @evanhamilton: Yes, social media is an essential customer
support tool. But if you only use it for that, you're missing out.
#custserv
2011-06-01 1:37 am skolbe RT @gmtomko: too much focus on responding to problems. Best
#custserv is fulfilling the value prop & delighting your customers
2011-06-01 1:37 am CustServGreeter @Starbucker @gmtomko Hello there and thanks for popping in!
#custserv
2011-06-01 1:37 am LovelyLu A3 We live in the "I want it now" age - they expect to be served
immediately #custserv
2011-06-01 1:37 am JasonMillerCA And the main social media #custserv metric to measure: Quick
resolutions – Are you able to eliminate calls to customer service?
2011-06-01 1:37 am MarshaCollier Even for merchandise to sell! RT @ErikaLAndersen: Listening to sm
can give clues for new/better products (i.e., better #custserv)
2011-06-01 1:37 am mpace101 @JeffreyJKingman dont believe expectations of SMB's diff than
enterprise, the cust is the same #custserv
2011-06-01 1:37 am bytcrmgal @JasonMillerCA How to measure Praise though Jason. Do cust take
time to praise as much as complain? #custserv
2011-06-01 1:37 am ScentedGarden @MarshaCollier no, but I'll look into that, ty. #custserv
2011-06-01 1:37 am seanbell RT @MarshaCollier: Rather than responding to problems, wouldn't it
be nice to see tweets of adoration (like @zappos gets) #custserv
2011-06-01 1:37 am berkson0 @scentedgarden Yes. The challenge is scaling. How many customers
can you have texting you directly? #custserv
2011-06-01 1:37 am RichardNatoli A2 : Each company needs to ask their own customers what they
expect from SM. Size of company is irrelevant. #custserv
2011-06-01 1:38 am MarshaCollier @charlieisaacs I see.. we should talk! #custserv
2011-06-01 1:38 am OkemaLive RT @RichardNatoli: A2 : Each company needs to ask their own
customers what they expect from SM. Size of company is irrelevant.
#custserv
2011-06-01 1:38 am JerryWS98 @jeffreyjkingman I expect much more from SB than corps when it
comes to SoMo. I figure it is a person, not a department #custserv
2011-06-01 1:38 am OkemaLive RE http://bit.ly/iATj0pr @RichardNatoli Consistency and content
ultimately matter! #custserv
2011-06-01 1:38 am KarenLocker @JeffreyJKingman customer expectations are same regardless of
business size, they expect what they need, when they need it
#custserv
2011-06-01 1:38 am mzayfert @MarshaCollier @rjamestaylor On Staten Island many Small Biz still
ask for fax #. Online #custserv is evolving small biz trying to keep up
2011-06-01 1:38 am RDuques RT @ChrisZane: Instore or online, the #custserv needs to be
consistent with one another. Great at one and not the other, confuses
customers so they defect.
2011-06-01 1:38 am evanhamilton Q2: There are no set expectations on social media. Set expectations,
underpromise & overdeliver and you'll be fine. #custserv
2011-06-01 1:39 am gregortbach @RichardNatoli Yes. I think preconceived notions can be barriers to
both customers and companies. Engage to find out expectations.
#custserv
2011-06-01 1:39 am ChrisZane I'd tweet the link. That's what I do! “@MarshaCollier: @ChrisZane
Gimme a break? I didn't tweet a link! ;) It's what I do :) #custserv”
2011-06-01 1:39 am MarshaCollier @ScentedGarden Without question #custserv
2011-06-01 1:39 am rjamestaylor Social Media #custserv done right can delight customers; done
wrong can damage your brand. Be careful!
2011-06-01 1:39 am jmccosta Hi #custserv chat - wont be able to join tonight - Canada Post strike
has us busy with LOTS of #custserv - looking fwd to transcripts : )
2011-06-01 1:39 am Starbucker If you "put out a shingle" on SM, if someone engages, U should
engage back. Otherwise, it's like a busy signal at a call center
#custserv
2011-06-01 1:39 am evanhamilton @RichardNatoli Great idea! Expectations definitely vary by
demographic. #custserv
2011-06-01 1:39 am ErikaLAndersen RT @rjamestaylor: Social Media #custserv done right can delight
customers; done wrong can damage your brand. Be careful!
#custserv
2011-06-01 1:39 am RichardNatoli @evanhamilton I've never liked the "underpromise" philosophy. I
prefer to commit to a standard and be accountable. #custserv
2011-06-01 1:39 am MarshaCollier @bytcrmgal @Lisa_A_Ford @gmtomko Its not a dream, it's easily
within your hands! @zappos #custserv
2011-06-01 1:39 am teriel effective #custserv use of SM involves addressing issues, while
building positive relationships and reping biz, regardless of size
2011-06-01 1:39 am ImMarkBernhardt Like Star Trek's "Scotty" adviced. // RT @evanhamilton: Q2: ... Set
expectations, underpromise & overdeliver and you'll be fine.
#custserv
2011-06-01 1:39 am gregortbach @evanhamilton Howdy Evan - how was the vacation? #custserv
2011-06-01 1:40 am HRMexplorer what customers really want is tomorrows new gimmick or gadget
NOW #custserv
2011-06-01 1:40 am kr8tr RT @rjamestaylor: Social Media #custserv done right can delight
customers; done wrong can damage your brand. Be careful!
2011-06-01 1:40 am iangjacobs RT @ScentedGarden: my customers love that they can text me, big
biz can't offer that. #custserv <-plenty do - enterprise class SMS
servers
2011-06-01 1:40 am MarshaCollier @Exal_online Sorry to hear. Google voice is the golden ticket for
#SmallBiz #custserv
2011-06-01 1:40 am berkson0 RT @Starbucker: If you "put out a shingle" on SM, if someone
engages, U should engage back. Otherwise, it's like a busy signal at a
call center #custserv
2011-06-01 1:40 am gregortbach @jmccosta Hello! I'll fill you in if you'd like ;) #custserv
2011-06-01 1:40 am rbacal RT @RichardNatoli: A2 : Each company needs to ask their own
customers what they expect from SM. Size of company is irrelevant.
#custserv
2011-06-01 1:40 am chasmiller Social media allows multi-tasking with other channels and is a good
value for SMBs with its amplification effect #custserv
2011-06-01 1:40 am OkemaLive RT @kr8tr: RT @rjamestaylor: Social Media #custserv done right
can delight customers; done wrong can damage your brand. Be
careful!
2011-06-01 1:40 am JasonMillerCA @bytcrmgal Track SM mentions with positive sentiment over time &
measure to make sure they are going up instead of down #custserv
2011-06-01 1:40 am rbacal RT @berkson0: @scentedgarden Yes. The challenge is scaling. How
many customers can you have texting you directly? #custserv
2011-06-01 1:40 am LovelyLu Commitment to excellence is key #custserv
2011-06-01 1:40 am mpace101 Most SMB's do not have a Marketing or Custserv Dept, its the same
dept as the accountant & the janitor (many hats) #custserv
2011-06-01 1:40 am bytcrmgal @jmccosta will miss you tonight! #custserv
2011-06-01 1:40 am rjamestaylor If you use Social Media for #custserv, be careful of mixing service &
sales messages. Use different channels if possible
2011-06-01 1:40 am mhandy1 word RT @evanhamilton: Q2: There are no set expectations on social
media. Set expectations, underpromise & overdeliver #custserv
2011-06-01 1:40 am mzayfert RT @evanhamilton: Q2: There are no set expectations on social
media. Set expectations, underpromise & overdeliver and you'll be
fine. #custserv
2011-06-01 1:40 am MarshaCollier @ScentedGarden If you need help let me know #custserv
2011-06-01 1:40 am evanhamilton @berkson0 @scentedgarden I've found that being available actually
means people contact less; they know they can get through.
#custserv
2011-06-01 1:40 am JeffreyJKingman Non-fulfill the brand promise: "Don't answer that phone! err.. tweet..
err facebook post" It might be a complaint. #custserv
2011-06-01 1:40 am Lisa_A_Ford RT @Starbucker: If u "put out a shingle" on SM, if someone engages,
U shld engage back. Or its like a busy signal at call center #custserv
2011-06-01 1:40 am JerryWS98 bottom line, if you do #custserv via SM, do it well. Otherwise, you'll
be tagged/RT/Mentioned in bad, possibly viral ways. #custserv
2011-06-01 1:40 am guy1067 RT @KarenLocker: @JeffreyJKingman customer expectations same
regardless of biz size, they expect what they need, when they need it
#custserv
2011-06-01 1:40 am jmccosta RT @gregortbach: @jmccosta Hello! I'll fill you in if you'd like ;)
#custserv thanks!
2011-06-01 1:40 am seanbell @JeffreyJKingman Q2: We expect responses. There needs to be a
way to engage meaningfully. Solve my problem w/SoMe and save a
call #custserv
2011-06-01 1:41 am JasonMillerCA RT @evanhamilton: Q2: There are no set expectations on social
media. Set expectations, underpromise & overdeliver and you'll be
fine. #custserv
2011-06-01 1:41 am evanhamilton @GregOrtbach Awesome. :) So many beautiful vistas, so many
sheep, so much beer. :) #custserv
2011-06-01 1:41 am mhandy1 @JerryWS98 meaning give the manager the ability to work with it.
#custserv
2011-06-01 1:41 am MarshaCollier @bytcrmgal No business these days can afford NOT to listen &
respond #custserv
2011-06-01 1:41 am ErikaLAndersen RT @rjamestaylor: If use Social Media for #custserv, be careful of
mixing service & sales messages. Different channels if possible
#custserv
2011-06-01 1:41 am kr8tr I LOVE using the phone for service. It is fast, convenient and I win
with it. #custserv We are all different.
2011-06-01 1:41 am evanhamilton @RichardNatoli Sure, commit to a standard & be accountable, just
don't set one that will strain your resources constantly. #custserv
2011-06-01 1:41 am rjamestaylor RT @MarshaCollier: @bytcrmgal No business these days can afford
NOT to listen & respond #custserv
2011-06-01 1:42 am MarshaCollier @customercapital Was just wondering where small biz would get
access to that #custserv
2011-06-01 1:42 am CustServGreeter @JeffreyJKingman A2: Consumer expectations are very high in terms
of response time, attention and resolution. Maybe too high. #custserv
2011-06-01 1:42 am HRMexplorer #custserv what customers really want is tomorrows new gimmick or
gadget NOW
2011-06-01 1:42 am ImMarkBernhardt Play to strengths. RT @kr8tr: I LOVE using the phone for service. It is
fast, convenient and I win with it. #custserv We are all different.
2011-06-01 1:42 am seanbell @evanhamilton Agreed. Better to engage with social and use it for
#custserv in support of brand rather than as a main channel.
2011-06-01 1:42 am chasmiller Customers expect SMBs to be that hands-on, local presence that a
big brand struggles to be due to scale. #custserv
2011-06-01 1:42 am rjamestaylor RT @JerryWS98: bottom line, if you do #custserv via SM, do it well.
Otherwise, you'll be tagged/RT/Mentioned in bad, possibly viral ways.
#custserv
2011-06-01 1:42 am gmtomko @MarshaCollier Tweets of adoration come up often-I saw one last
night-someone praising Delta airlines, can U believe DELTA?
#custserv
2011-06-01 1:42 am mhandy1 @ErikaLAndersen Twitter fits Custserv better than FB #custserv
2011-06-01 1:42 am OkemaLive RT @HRMexplorer: #custserv what customers really want is
tomorrows new gimmick or gadget NOW / elaborate please.
2011-06-01 1:42 am bytcrmgal @JasonMillerCA @bytcrmgal Thanks Jason. So glad I joined tonight!
#custserv
2011-06-01 1:42 am rjamestaylor RT @Lisa_A_Ford: RT @Starbucker: If u "put out a shingle" on SM,
if someone engages, U shld engage back. Or its like a busy signal at
2011-06-01 1:42 am ScentedGarden @MarshaCollier thanks..willl do. #custserv
2011-06-01 1:42 am Govintrenches RT @rjamestaylor: If you begin using SM channels for #custserv,
2011-06-01 1:42 am MarshaCollier @RichardNatoli Please define "value proposition" for those who may
be new? #custserv
2011-06-01 1:42 am berkson0 @evanhamilton @scentedgarden Yes. underlining principle? want 2
know they will be served. Consistently. by whom not as important
#custserv
2011-06-01 1:43 am JeffreyJKingman Q4: 2. Can SMBs provide a higher level (this needs definition) of
customer service using social media? #custserv
2011-06-01 1:43 am JerryWS98 @mhandy1 or allow your employees to handle the issues. Training
and budgeting would be crucial, though. #custserv
2011-06-01 1:43 am mpace101 @ErikaLAndersen @rjamestaylor disagree regarding using diff
channels - lots of reasonsn #custserv
2011-06-01 1:43 am mhandy1 @chasmiller Big brands dont have to struggle... look at best buy or
@Zappos #custserv
2011-06-01 1:43 am teriel RT @evanhamilton: @RichardNatoli Sure, commit to a standard & be
accountable, just don't set one that will strain your resources
constantly. #custserv
2011-06-01 1:43 am evanhamilton @CustServGreeter @JeffreyJKingman I'd argue that's because give
SLA. If you give a SLA on Twitter people will understand. #custserv
2011-06-01 1:43 am JasonMillerCA A2: Don't put advertising over engagement. #custserv
2011-06-01 1:43 am gregortbach Social Media has created the ability to "tune in" the reception of your
channel. Are you tuned in though? #custserv
2011-06-01 1:43 am DarnCustomers Delighting Customers/Exceptional Customer Service Critical? Nope.
Myth!: --> Delighting... http://dlvr.it/TfhlP #custserv
2011-06-01 1:43 am mhandy1 @JerryWS98 what are you doing in social if you dont train? That is an
nightmare waiting to happen #custserv
2011-06-01 1:43 am evanhamilton @CustServGreeter @JeffreyJKingman Your competitor may eat your
lunch in the meantime, though! :) #custserv
2011-06-01 1:43 am HRMexplorer @OkemaLive we need to define tomorrows needs before the
customer knows they want or need it - WE create the market...
#custserv
2011-06-01 1:44 am ChrisZane “@chasmiller: Customers expect SMBs to be that hands-on, local
presence that a big brand struggles to be due to scale. #custserv”
2011-06-01 1:44 am rbacal RT @evanhamilton: @RichardNatoli Sure, commit to a standard & be
accountable, just don't set one that will strain your resources
constantly. #custserv
2011-06-01 1:44 am gregortbach Simply put: do what you say you're going to do. @teriel
@evanhamilton @RichardNatoli #custserv
2011-06-01 1:44 am mhandy1 @JasonMillerCA Engagement is the advertising... #custserv
2011-06-01 1:44 am rapidbuyr RT @JasonMillerCA: A2: Dont put advertising over engagement.
#custserv
2011-06-01 1:44 am MarshaCollier @RichardNatoli I think "under promise" is a catch phrase. No
business can afford to "under promise" the competition
@evanhamilton #custserv
2011-06-01 1:44 am chasmiller Social is the concierge of your brand, directing you to the most
successful way to complete a purchase or task #custserv
2011-06-01 1:44 am ErikaLAndersen @rjamestaylor @mpace101: Clarification: Different channels or
different accounts? #custserv
2011-06-01 1:44 am ErikaLAndersen RT @gregortbach: Simply put: do what you say youre going to do.
@teriel @evanhamilton @RichardNatoli #custserv
2011-06-01 1:44 am iangjacobs #Ovum survey 4k respondents in 8 countries: What channel do you
expect is best for #FCR? 16x as many chose phone as chose SoMe
#custserv
2011-06-01 1:44 am JeffreyJKingman Q5: Should SMBs have an updated yearly Social Business (Media)
"Customer Service Optimization" Plan? #custserv
2011-06-01 1:44 am mpace101 Ding ding ding :) RT @mhandy1: @JasonMillerCA Engagement is the
advertising... #custserv
2011-06-01 1:45 am gmtomko Not enuff: RT @RichardNatoli: @gmtomko How many #custserv
departments even know what a value proposition is?… (cont)
http://deck.ly/~TnqKg
2011-06-01 1:45 am ekolsky RT @iangjacobs: #Ovum survey 4k respondents in 8 countries: What
channel do you expect is best for #FCR? 16x as many chose phone
as chose SoMe #custserv
2011-06-01 1:45 am mhandy1 @MarshaCollier @RichardNatoli @evanhamilton disagree in a world
that over promises an under-promise will win #custserv
2011-06-01 1:45 am AJBombers RT @MarshaCollier: *glug* #custserv
2011-06-01 1:45 am LovelyLu @Higher level can be more accessible #custserv
2011-06-01 1:45 am Starbucker SMB's have an advantage on SM - it's so hard to scale #custserv if
you are a Fortune 500 Co (ask the airlines...)
2011-06-01 1:45 am MarshaCollier @iangjacobs:Acronym police #FCR? #custserv
2011-06-01 1:45 am bytcrmgal RT @gregortbach: Social Media has created the ability to "tune in" the
reception of your channel. Are you tuned in though? #custserv
2011-06-01 1:45 am gregortbach Love RT @chasmiller: Social is the concierge of your brand,directing
you to the most successful way to complete a purchase or task
#custserv
2011-06-01 1:45 am mhandy1 @JeffreyJKingman they should have a quarterly updated...
#custserv
2011-06-01 1:45 am CustServGreeter @HRMexplorer Nice to see you! #custserv
2011-06-01 1:45 am ImMarkBernhardt Q4.A: Maybe instead of "higher level" it would be a "closer
connection" w/ SMB vs ent? #custserv cc @JeffreyJKingman
2011-06-01 1:45 am Michael_Ludwig If edu a #custserv rep of a Co. should not feel threatened by a ph#
cust that says they will go #SM if they don't get the answer they want.
2011-06-01 1:45 am OkemaLive RT @OkemaLive: RE http://bit.ly/m1KSl8r @HRMexplorer Yes.
Exactly what true Marketing should be! I agree! #custserv
2011-06-01 1:45 am kr8tr "I don't always service customers on the phone. But when I do, I use
the iPh..." <click> #custserv
2011-06-01 1:46 am HRMexplorer @ikepigott no not falling behind we need to anticipate what they
would like if they knew they wanted it! #custserv
2011-06-01 1:46 am _kaled RT @JasonMillerCA: A1: Be prepared to respond quickly & cordially.
In some cases you may need to “kill them with kindness“to exceed
their expectation #custserv
2011-06-01 1:46 am mhandy1 @Starbucker it can be done but your cust serv team better all have
twitter accounts #custserv
2011-06-01 1:46 am ErikaLAndersen RT @gregortbach: Social Media has created the ability to "tune in" the
reception of your channel. Are you tuned in though? #custserv
2011-06-01 1:46 am JasonMillerCA @mhandy1 Ha! Touche! Well said. #custserv
2011-06-01 1:46 am RichardNatoli @mhandy1 If a company is over-promising and under-delivering, that
shouldn't preclude those who don't of delivering on promises
#custserv
2011-06-01 1:46 am mpace101 @ErikaLAndersen @rjamestaylor #SMBiz toooo busy for multi
handles/accounts - needs to be brand voice not a marketing/custserv
dept #custserv
2011-06-01 1:46 am MarshaCollier Q5: Small business should be continually morphing the social media
#custserv - the market changes in the blink of an eye!
2011-06-01 1:46 am teriel SMBs are more social with customers, which #custserv for larger biz
can learn if they value relationships with their customers
2011-06-01 1:46 am iangjacobs RT @MarshaCollier: @iangjacobs:Acronym police #FCR? #custserv
FCR=first call/contact resolution
2011-06-01 1:46 am evanhamilton Fantastic. RT @chasmiller: Social is the concierge of your brand,
directing to most successful way to complete a task #custserv
2011-06-01 1:46 am rjamestaylor Yep - obvious, too RT @abartlett: @rjamestaylor the worst is
acknowledge the positive, ignore the negative type SM. #custserv
2011-06-01 1:46 am charlieisaacs RT @iangjacobs: #Ovum survey 4k respondents in 8 countries: What
2011-06-01 1:47 am JasonMillerCA RT @mpace101: Ding ding ding :) RT @mhandy1: @JasonMillerCA
Engagement is the advertising... #custserv
2011-06-01 1:47 am MarshaCollier @iangjacobs Thank you, we like to define all acronyms for the
newbies or smaller businesses who don't use them every day #FCR
#custserv
2011-06-01 1:47 am ErikaLAndersen Got it RT @mpace101: @ErikaLAndersen #SMBiz too busy for multi
handles/accounts - needs brand voice not a marketing/custserv dept
#custserv
2011-06-01 1:47 am mhandy1 @RichardNatoli it doesnt but @Zappos_Service sends shoes way
ahead of the promise date... the rock #custserv
2011-06-01 1:47 am MarshaCollier @AJBombers ;) waving #custserv
2011-06-01 1:47 am LovelyLu If used right, SoMe can give a greater customer experience - more
access, available when customers need it... #custserv
2011-06-01 1:47 am evanhamilton @GregOrtbach @teriel @RichardNatoli Zappos (glug) didn't win by
doing what they said. Succeeded by doing more. #custserv
2011-06-01 1:47 am rapidbuyr RT @evanhamilton: Fantastic RT @chasmiller: Social is the
concierge of yr brand, directing to most successful way to complete
task #custserv
2011-06-01 1:47 am JerryWS98 Under promising leads to distrust. I'd much rather hear "maybe" as
opposed to "can't" then you deliver the impossible. #custserv
2011-06-01 1:47 am gregortbach @MarshaCollier A5: Yes - constantly realigning while staying true to
your co culture / brand promise #custserv
2011-06-01 1:47 am RichardNatoli A5: I'll go one better... Every #custserv dept needs to have AT
LEAST an annual reassessment of ALL #custserv strategy, not just
SM.
2011-06-01 1:48 am MarshaCollier @mhandy1 Never over or under promise. It's not a game. Be the
best, cream always rises @RichardNatoli @evanhamilton #custserv
2011-06-01 1:48 am rjamestaylor No matter what: don't send marketing, sales or frivolous messages
via SM when customers are hurting. Beware automated tweets!
#custserv
2011-06-01 1:48 am ScentedGarden @berkson0 1/2 as many as I have calling on phone, we r good at
follow up, so it helps cut down the need to contact us. #custserv
2011-06-01 1:48 am mhandy1 @evanhamilton @GregOrtbach @teriel @RichardNatoli lol I just said
that... its about promising reasonable and delivering more. #custserv
2011-06-01 1:48 am JasonMillerCA RT @evanhamilton: Fantastic. RT @chasmiller: Social is the
concierge of your brand, directing to most successful way to complete
a task #custserv
2011-06-01 1:48 am JasonMillerCA A4: Be open to criticism, focus on what makes you unique, be helpful,
respond quickly, & remember to say thank you. #custserv
2011-06-01 1:48 am ErikaLAndersen Assuming available to respond. 24x7 hard for #SMBiz RT @LovelyLu:
SoMe: more access, available when customers need it... #custserv
2011-06-01 1:49 am LatinaTurk RT @MarshaCollier: Q5: Small business should be continually
morphing the social media #custserv - the market changes in the
blink of an eye!
2011-06-01 1:49 am berkson0 @RichardNatoli Most biz try to find root cause of failure, but not root
cause of success. ;-) #custserv
2011-06-01 1:49 am MarshaCollier Just good business! RT @RichardNatoli: A5: Every #custserv dept
needs to have AT LEAST an annual reassessmen… (cont)
http://deck.ly/~reknj
2011-06-01 1:49 am ImMarkBernhardt RT @RichardNatoli: A5: I'll go one better... Every #custserv dept
needs to have AT LEAST an annual reassessment of ALL #custserv
strategy, not just SM.
2011-06-01 1:49 am gregortbach Let's do some business! :) @mhandy1 @evanhamilton
@GregOrtbach @teriel @RichardNatoli #custserv
2011-06-01 1:49 am CustServGreeter @chasmiller @mhandy1 @kr8tr @ErikaLAndersen Thanks for
contributing to tonight's #custserv chat.
2011-06-01 1:49 am mhandy1 @MarshaCollier but business isnt winner take all... I just need to win
10 advocates at a time.. better than 100 customers #custserv
2011-06-01 1:49 am guy1067 RT @iangjacobs: #Ovum survey 4k respondents in 8 countries: What
2011-06-01 1:49 am mpace101 Q5: #SMBiz should start with where custs are, & bang 4 the time buck
(FB, Flickr, Youtube, Location Based Services & free monitor)
#custserv
2011-06-01 1:49 am rapidbuyr @RichardNatoli Yes. Though, since SM changes SO quickly, would
you say yearly might not be often enough? #custserv
2011-06-01 1:49 am MarshaCollier @ErikaLAndersen I've been working on this for years. There are
many ways small biz can do 24/7 #SMBiz #custserv
2011-06-01 1:49 am ErikaLAndersen RT @JasonMillerCA: A4: Be open to criticism, focus on what makes
you unique, be helpful, respond quickly & remember thank you's
#custserv
2011-06-01 1:49 am rbacal RT @iangjacobs: #Ovum survey 4k respondents in 8 countries: What
2011-06-01 1:50 am JeffreyJKingman @RichardNatoli Word - Social Media Optimization (SMO) should be a
piece of the biz plan - woven throughout mktg, pr and #custserv
2011-06-01 1:50 am ErikaLAndersen RT @berkson0: @RichardNatoli Most biz try to find root cause of
failure, but not root cause of success. ;-) #custserv
2011-06-01 1:50 am MarshaCollier Exactly RT @mhandy1 Business isn't winner take all... I just need to
win 10 advocates at a time.. better than 100 customers #custserv
2011-06-01 1:50 am RichardNatoli @rapidbuyr That's why I said "at least". But to be honest, it's still
about the overall strategy, not just SM. #custserv
2011-06-01 1:50 am berkson0 @ScentedGarden And I will say that has nothing to do with tools. If
you have a good process it's a good process #custserv
2011-06-01 1:50 am rjamestaylor @mpace101 @ErikaLAndersen I come from a context where
#custserv is the brand, so may be different
2011-06-01 1:50 am Starbucker Every #custserv plan needs a good measurement to optimize - my
fav is the Net Promoter Score (NPS). It correlates v. well to profit.
2011-06-01 1:50 am JasonMillerCA RT @JeffreyJKingman: @RichardNatoli Word - Social Media
Optimization (SMO) should be a piece of the biz plan - woven
throughout mktg, pr and #custserv
2011-06-01 1:50 am ErikaLAndersen RT @berkson0: @ScentedGarden And I will say that has nothing to
do with tools. If you have a good process its a good process
#custserv
2011-06-01 1:50 am MarshaCollier @evanhamilton Just as in any relationship? Don't talk about
#custserv - just DO it! @RichardNatoli #cmgrchat
2011-06-01 1:51 am mhandy1 @JeffreyJKingman @RichardNatoli flip that... marketing PR and
Custserv should be woven through SM... #thefuture #custserv
2011-06-01 1:51 am MarshaCollier @ErikaLAndersen Tools can and do streamline the process
@berkson0 @ScentedGarden #custserv
2011-06-01 1:51 am LovelyLu @ErikaLAndersen Yes, but with all the great tools out there, easier to
expand their time, even a "we'll get back to you" #custserv
2011-06-01 1:51 am HRMexplorer @MarshaCollier lets get rid of customer services and get it right with
the customer first time! = better care and less cost #custserv
2011-06-01 1:51 am CustServGreeter First Call/Contact Resolution = FCR RT @MarshaCollier:
@iangjacobs:Acronym police #FCR? #custserv
2011-06-01 1:51 am MarshaCollier TEN MINUTE WARNING! #custserv
2011-06-01 1:51 am iangjacobs Got to dash. Been a pleasure folks #custserv
2011-06-01 1:51 am mpace101 @guy1067 @iangjacobs my social support team aver. between
80-90% first contact res. / Cust choose channels wisely based on
need #custserv
2011-06-01 1:51 am JeffreyJKingman RT @mhandy1: @JeffreyJKingman @RichardNatoli flip that...
marketing PR and Custserv should be woven through SM...
#thefuture #custserv
2011-06-01 1:51 am ImMarkBernhardt .@RichardNatoli @rapidbuyr Too often and you're caught up in
assessment cycle, not in implementation. #custserv
2011-06-01 1:51 am EdwardMiskie RT @Starbucker: If you "put out a shingle" on SM, if someone
engages, U should engage back. Otherwise, it's like a busy signal at a
2011-06-01 1:52 am RichardNatoli @rjamestaylor An important distinction for Rackspace. #custserv
isn't a "marketed" brand, it's an "earned" brand. 4 many its the
opposite
2011-06-01 1:52 am mhandy1 @Starbucker you just gave me a new stat too look upn #custserv
2011-06-01 1:52 am MarshaCollier RT @HRMexplorer: @MarshaCollier lets get rid of customer services
and get it right with the customer first time! = better care and less cost
#custserv
2011-06-01 1:52 am CustServGreeter @kr8tr Thank you, Most Interesting #Custserv Man in the World :)
2011-06-01 1:52 am gregortbach @iangjacobs Enjoyed your insight - thanks for convos. #custserv
2011-06-01 1:52 am ErikaLAndersen That makes sense RT @LovelyLu: @ErikaLAndersen with tools,
easier to expand their time, even a "we'll get back to you" #custserv
2011-06-01 1:52 am JerryWS98 4 hours of EXCELLENT customer service is exponentially better than
24 hours of atrocious customer service. #custserv
2011-06-01 1:52 am Robert_Hale @evanhamilton good point even better is to convey the smile with
words like please and thank you..how is your day going..#custserv
2011-06-01 1:52 am MarshaCollier @CustServGreeter He tweeted it - thank you #FCR #custserv
2011-06-01 1:52 am JasonMillerCA A5: SMBs should set up & define #custserv metrics, measure them
quarterly & adjust to make sure they are moving in the right direction.
2011-06-01 1:52 am evanhamilton @JerryWS98 Hell yes! :) #custserv
2011-06-01 1:53 am ErikaLAndersen Agree! RT @MarshaCollier: lets get rid of customer services and get it
right with the customer first time! #custserv
2011-06-01 1:53 am MarshaCollier @JerryWS98 Not sure that I could stand 4 hours of the best of
customer service #custserv
2011-06-01 1:53 am bytcrmgal Thank you so much everyone! It has been a pleasure speaking with u
on #custserv! What a fabulous group of people! Until nxt week!
#custserv
2011-06-01 1:53 am CustServGreeter @AJBombers yummy burger :) #custserv
2011-06-01 1:53 am berkson0 @MarshaCollier @ErikaLAndersen @ScentedGarden power drill
faster (better?) than screwdriver. But if don't know where to put 'em?
#custserv
2011-06-01 1:53 am MarshaCollier @bytcrmgal See you next week! #custserv
2011-06-01 1:53 am gregortbach Hmmm No need to "save" the sale when you can earn & "deliver" the
sale #custserv
2011-06-01 1:53 am mhandy1 @JerryWS98 I would take 4 mins over 24 hour #custserv
2011-06-01 1:53 am RichardNatoli @ErikaLAndersen If we can somehow make a perfect world I'd agree
with getting rid of #custserv. :) In the meantime..not possible.
2011-06-01 1:53 am MarshaCollier @berkson0 oooh! good analogy! #custserv
2011-06-01 1:53 am berkson0 But yes, agree. RT @MarshaCollier: @ErikaLAndersen Tools can
and do streamline the process @berkson0 @ScentedGarden
#custserv
2011-06-01 1:53 am ErikaLAndersen RT @gregortbach: Hmmm No need to "save" the sale when you can
earn & "deliver" the sale #custserv
2011-06-01 1:54 am gmtomko #custserv big companies have to overcome SM "lockjaw" -internal
depts (Sales, legal, HR, IT, etc.) are freaked about opening up
2011-06-01 1:54 am royatkinson Good one --> RT @berkson0: @RichardNatoli Most biz try to find root
cause of failure, but not root cause of success. ;-) #custserv
2011-06-01 1:54 am ErikaLAndersen There we go RT @mhandy1: @JerryWS98 I would take 4 mins over
24 hour #custserv
2011-06-01 1:54 am ChrisZane @HRMexplorer @marshacollier Customer service starts when the
customer experience fails #CustServ
2011-06-01 1:54 am gregortbach @bytcrmgal Thanks for your contribution - so glad you made it!
#custserv
2011-06-01 1:54 am rbacal @EdwardMiskie @Starbucker why are they called call centers and
not answer centers? #custserv
2011-06-01 1:54 am berkson0 If you already know what you're doing, #sm can help you be more
effective. A big "if" #custserv
2011-06-01 1:54 am slines RT @royatkinson: Good one --> RT @berkson0: @RichardNatoli
Most biz try to find root cause of failure, but not root cause of success.
;-) #custserv
2011-06-01 1:55 am JasonMillerCA RT @gregortbach: Hmmm No need to "save" the sale when you can
earn & "deliver" the sale #custserv
2011-06-01 1:55 am MarshaCollier A transcript of tonight's chat will be on scribd: Twitter Customer
Service #custserv http://scr.bi/lyaRZv
2011-06-01 1:55 am gregortbach RT @ChrisZane: @HRMexplorer @marshacollier Customer service
starts when the customer experience fails #custserv
2011-06-01 1:55 am kr8tr @CustServGreeter Hah! Great chat. Thanks again! #custserv
2011-06-01 1:55 am ErikaLAndersen Shouldn't it start with first customer contact? or earlier? RT Customer
service starts when the customer experience fails #custserv
2011-06-01 1:55 am theKATsimpson thanks all - plenty to re read and learn from here - thanx again for
sharing! #custserv
2011-06-01 1:55 am HRMexplorer RT @ChrisZane: @HRMexplorer @marshacollier Customer service
starts when the customer experience fails #CustServ
2011-06-01 1:55 am mpace101 @ChrisZane @HRMexplorer @marshacollier - that's a huge
misnomer #custserv
2011-06-01 1:55 am MarshaCollier Exactly! RT @GregOrtbach: Hmmm No need to "save" the sale when
you can earn & "deliver" the sale #custserv
2011-06-01 1:55 am HRMexplorer RT @OkemaLive: RT @OkemaLive: RE http://bit.ly/m1KSl8r
@HRMexplorer Yes. Exactly what true Marketing should be! I agree!
#custserv
2011-06-01 1:55 am JerryWS98 true with all tools, though RT @berkson0: If you already know what
youre doing, #sm can help you be more effective. A big "if"
#custserv
2011-06-01 1:55 am gregortbach @kr8tr Nice to see you again - been a while! #custserv
2011-06-01 1:55 am CustServGreeter @kr8tr My pleasure sir. (Can't help it when I spot a reference. :)
#custserv
2011-06-01 1:55 am Starbucker @rbacal @EdwardMiskie Good question. "Answer Center" is much
more appropriate. #custserv
2011-06-01 1:55 am ScentedGarden as always, been fun chatting with u all, g'night! #custserv
2011-06-01 1:55 am gregortbach @theKATsimpson Thanks for being here - and for the RT :)
#custserv
2011-06-01 1:55 am MarshaCollier @mpace101 (looking for my misnomer, I think I lost it) #custserv
2011-06-01 1:56 am evanhamilton Y'all rock, had a great time! BTW, I am looking to interview #custserv
folks for our blog. You'll get link love. Please hit me up! #custserv
2011-06-01 1:56 am funtime7777 As always, thank you everyone for all your input. Very informative.
#custserv
2011-06-01 1:56 am mhandy1 Great 2 new must attend chats... lol I will take it #IMchat #custserv
2011-06-01 1:56 am berkson0 @JerryWS98 Indeed. My point is #sm may give you more "power" but
it doesn't make you smarter. :-) #custserv
2011-06-01 1:56 am mpace101 Misnomer RT @ChrisZane: @HRMexplorer @marshacollier
Customer service starts when the customer experience fails
#custserv
2011-06-01 1:56 am gregortbach Solutions team: positive experiences & recoupment division
@Starbucker @rbacal @EdwardMiskie #custserv
2011-06-01 1:56 am ImMarkBernhardt I like the term. Can be multi-channel, too. RT @Starbucker: @rbacal
@EdwardMiskie ... "Answer Center" is much more appropriate.
#custserv
2011-06-01 1:56 am MarshaCollier How about a decent FAQ to begin with? RT @Starbucker: @rbacal
@EdwardMiskie Good question. "Answer Center" is more
appropriate. #custserv
2011-06-01 1:56 am gnosisarts Would some1 from #custserv pls add it to the wiki after the chat's
over? Thanks. http://s.gnoss.us/twchat
2011-06-01 1:57 am ErikaLAndersen Shouldn't it start with first customer contact? or earlier? RT
@ChrisZane Customer service starts when customer experience fails
#custserv
2011-06-01 1:57 am action_jay back just in time to miss #custserv almost completely. On the bright
side, awesome supper
2011-06-01 1:57 am JasonMillerCA RT @MarketingProfs Customer Service: Is There Anybody Out
There? | MarketingProfs Daily Fix Blog http://bit.ly/kTicRK #custserv
2011-06-01 1:57 am JeffreyJKingman Wrap-up: Start your own discussion group here:
http://customerservicedialogue.ning.com/groups #custserv
2011-06-01 1:57 am gregortbach 2nd sci-fi quote: "With great power comes great responsibility"
@berkson0 @JerryWS98 #custserv
2011-06-01 1:57 am MarshaCollier @mpace101 Gotcha! Service starts when the customer enters - and
even before by making biz accessible #custserv
2011-06-01 1:57 am JeffreyJKingman @action_jay Rack lamb, duck or vegan? #custserv
2011-06-01 1:57 am gregortbach @action_jay Glad to see you friend- how's the studio coming?
#custserv
2011-06-01 1:57 am HRMexplorer @mpace101 @ChrisZane @marshacollier no misnomer thats why
customer services exist = non in mom and pap shop!! they live on
service #custserv
2011-06-01 1:58 am KarenLocker RT @MarshaCollier: @mpace101 Gotcha! Service starts when the
customer enters - and even before by making biz accessible
#custserv
2011-06-01 1:58 am action_jay @JeffreyJKingman lemon pepper chicken. lovingly prepared, too!
#custserv
2011-06-01 1:58 am ErikaLAndersen Spider-man, right? RT @gregortbach: 2nd sci-fi quote: "With great
power comes great responsibility" #custserv
2011-06-01 1:58 am JasonMillerCA Great chatting with everyone at #custserv. Fantastic insights all
around.
2011-06-01 1:58 am rapidbuyr Loved my first #custserv! Thanks for the great conversation,
everyone! #custserv
2011-06-01 1:58 am ImMarkBernhardt I may now drool on my keyboard. RT @JeffreyJKingman:
@action_jay Rack lamb, duck or vegan? #custserv
2011-06-01 1:58 am CustServGreeter Don't forget to stop by http://bit.ly/loEpKx for continued discussion and
resources. #custserv
2011-06-01 1:58 am berkson0 Time flies! Tnx to our hosts @MarshaCollier @JeffreyJKingman and
our greeter @RoyAtkinson #custserv
2011-06-01 1:58 am ErikaLAndersen Ditto RT @rapidbuyr: Loved my first #custserv! Thanks for the great
conversation, everyone! #custserv
2011-06-01 1:59 am JeffreyJKingman @ImMarkBernhardt LOL - don't get me started. Former fine-dining
chef. #custserv
2011-06-01 1:59 am berkson0 LOL. RT @gregortbach: 2nd sci-fi quote: "With great power comes
great responsibility" @berkson0 @JerryWS98 #custserv
2011-06-01 1:59 am mpace101 @MarshaCollier (Ex: social custserv) if its all reactive, you are
missing the SOCIAL point #custserv
2011-06-01 1:59 am CustServGreeter Thanks again for the Fastest Hour on Twitter! (A little too fast for my
TweetDeck tonight... #custserv
2011-06-01 1:59 am ErikaLAndersen Thanks y'all @MarshaCollier @JeffreyJKingman @RoyAtkinson
#custserv
2011-06-01 1:59 am LovelyLu Always the quickest hour of the week! #custserv
2011-06-01 1:59 am HRMexplorer @LovelyLu customer service lives within and before any customer is
on the scene all is artificial l #custserv

"Should Small Business Adopt Social Business (Social Media) As Key Tool in Customer Service?

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