Andy on Twitter

  • Peeps... anyone else having no joy getting Zinio or NextIssue to work as a result of iPad updates? @NextIssue,
  • About the only thing I think I can agree with Peters on... Treaty ground fee is wrong... ,
  • "Flexible working has been the worst deal for professional workers – and best one employers" ,
  • Might just be me or has Zinio stopped working on IOS8.2 on an Apple Air @zinio,
  • Now Zinio not working on iPad. These apple updates are wreaking havoc with apps and performance @zinio,
  • dire rugby to watch. Talk about refs killing games. And unfit teams slowing games and scrums. ,
  • Every Mac Is Vulnerable to the Shellshock Bash Exploit: Here's How to Patch OS X « Mac Tips ,
  • New Zealand Martin Aircraft launches self-propelled jet packs for use by emergency services  | Daily Mail Online ,
  • So right... DDB global creative chief Amir Kassaei: Stop categorising ideas by discipline - mUmBRELLA ,
  • “Why Have A Purpose?” by ,
  • A must app for all you brainstormers... Post-it Plus App ,
  • Team Key teaches lessons on democracy to Team Australia ,
  • 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...,
  • 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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