Actually talk to your customers, and they’ll come back

If you were starting a business today, would you avoid talking to your customers? Yet that’s exactly what many businesses are doing today by choosing not to engage on Twitter or Facebook. Social media is a valuable channel that can improve (and save) a customer relationship. It’s also often the best way to reach a…

They found me through Quora? An Unexpected Job Opportunity

Quora is a great place to post questions to knowledgeable folks and to answer questions that are interesting to you. So when I wrote an answer to Twitter: Is Twitter an effective customer service tool? (by the way—it’s awesome for that) I had no idea that a post I wrote in March about customer care…

Be More Timely with Your Twitter Updates

Dear Twitter Friends (Tweeps): We’ve all done it – thought of a clever idea, jotted down 140 120 characters and then clicked “send.” Yet, as Dan Zarrella and others have noted, now is not always the best time to publish content. There are a million (or at least, as many as you can think of) ways…

Is Twitter an Effective Customer Service Tool?

Is Twitter an Effective Customer Service Tool? Twitter is absolutely an effective Customer Service tool. It’s effective because it allows customers to communicate with the company in a channel that they prefer (no more IVR/Phone Tree for me, please); it makes the issue public so that the company is forced to respond and act (transparency =…