Andy on Twitter

  • Fantastic and throught provoking presentation via @SlideShare,
  • Argentina beat France. Wow.,
  • AOL’s ‘digital prophet’ is everything wrong with Corporate America today via @washingtonpost,
  • Too long to set scrums. Barnes needs to stop the commentary and red the game ,
  • Welsh slowing the game down and Barnes helping. 2-3 minutes to set a scrum. Rubbish @allblacksrugby,
  • Wayne Barnes - already two appalling decisions @allblacksrugby,
  • 20,000 Interviews Later. A Lesson in Hiring Top Executives from Claudio Fernandez-Araoz: ,
  • 20,000 Interviews Later. A Lesson in Hiring Top Executives from Claudio Fernandez-Araoz: ,
  • And no, NZ wouldn't benefit if all the team sailed for UAE under their flag - what a stunningly bad conclusion ,
  • Treasury totally misses the point. It isn't about direct economic benefit, its a sports sponsorship. ,
  • Talking finance and fashion with UK entrepreneur and designer Emma Lomax via @feedly,
  • If a 173-year-old public company can digitally transform, what’s your excuse? via @feedly,
  • Thinking, straight and crooked - love the idea of Computing as Complimentary intelligence via @feedly,
  • Brain food: diet's impacts on students are too big to ignore ,
  • A to X Writing Advice, Courtesy of Copy Chief Benjamin Dreyer — Medium ,
  • 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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