Tag Archives: call center

Think you have your head around social media? Think again!

My thoughts on “The NOW Revolution: 7 Shifts to Make Your Business Faster, Smarter and More Social”

Perhaps thinking I knew the answer in advance, I recently posed the question “What keeps you up at night?” to a contact center executive before one of our meetings.  To my surprise he answered “easy…social media!”

Knowing a bit about my client already, I’d expected something more traditional like gaining more control over agent scheduling or perhaps having a better grip on budgeting for the many peaks and valleys this center encounters in call volume.  But nope…social media was the answer I received.

As it turns out I had just gone to a contact center conference in Indianapolis “Interactions 2014.” One of the keynote speakers was Jay Baer who is noted for his company “Convince & Convert.”

The NOW Revolution Pic (cropped)At the conference I watched Jay deliver some laughs, but I was also floored by some of the amazingly useful information he shared about social media for business.  Here are a few gems I garnered from his talk.

  • “every employee in a potential spokesperson and brand ambassador”
  • “listening in on social media is like answering phone calls, just in a new medium”
  • “Social media can be the canary in the coal mine, your early warning detection system.  With it, you can actually see and hear real issues as they happen and tap into the very platform your customers are using to solve them.”

He shows us that as our business and social worlds become more intertwined, we need to react quickly to our customers via social media.

I came right home and bought his book “The Now Revolution”, and I was hooked. With a healthy dose of humor, he shows us the changing relationship between business and customer. Think you know your social media? You’re probably wrong.

Take this case Jay shared and try to wrap your head around it.  A major hotel chain recently adopted a new way of addressing social media responsiveness by not only answering feedback on their own “brand” but they also began proactively answering people’s travel questions about restaurant, sightseeing and leisure activities in cities they serve and some they don’t.  Here’s the weird part.  They made these recommendations without any expectation that the end user ever make a reservation in one of their properties.  That’s right.,  No sales pitch at all.  Their goal is to be seen as helpful, friendly, knowledgeable and trusted.  What’s your bet that you’d remember that the next time you book travel?

Well you might imagine that after completing the book I was looking for a way to get this to you, my friends in the contact center space. This information is too good to keep to myself.

I’d like to send you a copy of Jay’s book, FREE of charge.

Tweet the link for this post using the hashtag #ServiceMatters and I’ll get you a copy right away!

From one customer service geek to another, I simply want to share with you the useful information I gained from this book.

I look forward to discussing the book with you, and hearing about any of your experiences working with social media or the contact center in the comments below.

 

** Edit: Giveaway has now ended. Thanks to all that participated!

 

Fast Service Preferred Over Good Service – Really?

2013-10-24 GettyImages_73581757 (Photoshopped to 600 wide)

I encourage you to check out this new study hosted by Interactive Intelligence and performed by Actionable Intelligence that sheds new light on the rapid changes we are experiencing in the world of customer service.  My favorite finding so far – customers prefer fast service over good service! Really?

Screen Shot 2014-08-20 at 4.28.12 PM