Andy on Twitter

  • Local burger joint empty of people other than queue of Uber Eats and Deliveroo delivery peeps waiting for orders... sign of the times...,
  • Big congrats to the ⁦@Hubdoc⁩ team... great products deserve to grow together... ,
  • Sad day... Incredible leader and what a legacy... Sergio Marchionne, car company executive, 1952-2018 | Financial T… ,
  • Sad day... Incredible leader and what a legacy... Sergio Marchionne, car company executive, 1952-2018 | Financial T… ,
  • Amazon needs to stop the geofencing nonsense. Can get a kindle book in the US store but not in the AU store. Same b… ,
  • Why are the All Blacks so good? - CNN ,
  • Yep... 😀 ,
  • Am on the hunt for an awesome marketing opps / agile specialist who can help instrument marketing, build our workfl… ,
  • Good read ,
  • Great guy and great agency. Well deserved. ,
  • More rugby rule ridiculousness... Mataele should have been carded for not making an attempt to get the ball. He too… ,
  • Correlation does not imply causation via @campaignmag,
  • Great podcast. As is the one hosted by terrific advice for all of us who need more sleep. ,
  • 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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