Andy on Twitter

  • The TED talk is amazing ... Amy Cuddy Takes a Stand, via ,
  • a must read for all PR folk... ,
  • Back in Rotorua. Man is it cold here...,
  • So true "Today’s “best practices” lead to dead ends; the best paths are new and untried." ,
  • So true "Today’s “best practices” lead to dead ends; the best paths are new and untried." ,
  • Says everything you need to know about the internet in NZ - why isn't this an election issue ,
  • Hansen is right. Re-write the rules or its game over for Rugby.... ,
  • Greenwald in New Zealand: Grandstanding doesn’t get more condescending or counter-productive | PandoDaily ,
  • “We the people want our money safer than our selfies.” PayPal goes after Apple in a full page NYT ad | PandoDaily ,
  • A disgraceful abuse of monopoly power and example of blatant collusion to rig global payments. Why not make it open? ,
  • OK - so you collude with the schemes and SMBs and consumers are just meant to be OK paying Apple for a feature ,
  • Finally someone speaks out on how Oracle won... they did it by doing what they'd been proven to be doing before ,
  • "Hello Apple Watch, Goodbye Paper Boarding Passes?" ...umm.. Do it already on my phone. Yawn ,
  • “Thirty Things I’ve Learned” by ,
  • This site is cool... having fun imagining places to go... ,
  • Learned

Customer Service in the age of Social Media

A great post on customer service and social media. Thought this was a powerful idea.

Customer service performance constitutes one of the key dimensions of brand health, and directly impacts customer acquisition, share of wallet and loyalty. Gauging customer service performance used to require private feedback loops with an inherent time lag. But those days are gone. Today, customers tweet publicly and instantaneously about customer service experiences they have in any channel (in-person, phone, email, online and social media. They are also brutally honest about their feelings. Unlike traditional surveys that poll a consumer’s service experience and include a spectrum of satisfaction, tweets are predominantly binary and convey either highly positive or negative emotional views. Analyzing these posts unveils a simple and transparent barometer for how your company’s customer service is doing across the board. The Customer Service Sentiment (CSS) score, developed by NM Incite, gives companies a score that reflects the level of positive sentiment customers have toward that company’s customer service efforts. The higher the score, the more satisfied the customers are with their experiences.

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