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customer service

Beyond Service: Foundations that Generate Positive Customer Experiences

March 7, 2013 | By | No Comments

[Social Media Customer Service White Paper]       Social Media is becoming one of the first interactions customers may have with a brand. Social media customer service is as influential as any other interaction with an organization. Unfortunately for some organizations, poor customer service standards are reflected publicly through social media. In this white …

American Airlines, Golin Harris and Social Strategy1 Discuss Best Social Media Cases at CXMSUMMIT

January 25, 2013 | By | No Comments

  Social media leaders will discuss expert insights from top cases at the CXMSUMMIT on Thursday, January 31, 2013 at the Westin Galleria Dallas. Panelists include, Amy O’Brien, Senior Analyst, Social Media at American Airlines, Annette Hernandez, Specialist, Social Media Customer Service at American Airlines, and Eric Swayne, Director of Insights at Golin Harris. Discussions will focus …

Vanguard’s 3 Benefits for Social Media Customer Service

January 25, 2013 | By | No Comments

  It has been one year since The Vanguard Group, Inc., one of the largest investment management companies in the world, first utilized CEO, Bill McNabb to interact with and gain insights from clients through social media platforms. Vanguard was the first in the financial industry to feature such a day where leadership corresponded with their …

Morgan Stanley Smith Barney’s Rules for Embracing Social Media

January 2, 2013 | By | No Comments

Most employees in the financial industry don’t have the individual agility of communicating via digital and social media sites to share industry-related opinions or news. Any information being disclosed by an employee or on behalf of the institution cannot swiftly make it across real-time feeds, due to regulatory constraints. Morgan Stanley Smith Barney, (MSSB), stands …

25 Jul


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Social Media and Direct Selling: Personal Businesses for the Modern Family

July 25, 2012 | By | No Comments

I recently spoke at the Celebrating Home National Rally 2012 and was very happy to see so many people excited to learn about the need for adoption of social media by their small business.

19 Apr


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Customer Relationship Management: 5 Trends That Will Shape The Next 5 Years

April 19, 2012 | By | No Comments

Why is CRM so important? Read more to learn 5 Customer Relationship Management trends that you should be analyzing right now!

16 Apr


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Using Social Customer Service To Handle And Prevent Public Trashing

April 16, 2012 | By | No Comments

Find out how social customer service can help save and improve your business’ reputation online.

13 Jan


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Your Social Media Strategy For 2012 Isn’t Going To Write Itself

January 13, 2012 | By | No Comments

Creating a social media strategy can be very intimidating. Here are some great tips to help you or your business get started on the right path to a successful strategy.