World Social Media Day is here again, providing a great opportunity to inform and educate your own public sector organization about what its social media efforts do to benefit them and their audience: the public. First, a Social Media Day definition from NationalDay.com: “World Social Media Day was launched by Mashable on June 30, 2010. …
What if we cared about our employees as much (or more) as we do about our customers? For inspiring employee experience ideas, a great place to look is what you’re probably already doing for the customer experience. “Businesses often forget about the culture, and ultimately, they suffer for it because you can’t deliver good service …
Customer Service is a Gold Mine for Employee Experience Ideas Read More »
One of the biggest mistakes I’ve seen organizations do on social media, is treating it like it’s not SOCIAL media. They find it far more important to DO a platform than BE the experience their customers expect. For example, I recently tried to engage with the twitter account of the Canadian arm of an international …
The Secret is BEING Social, Not DOING Social Media Read More »
Legacy is a funny thing. It’s a term used more and more in organizations when executives or senior management are in their mid- to late career. Their bosses will ask, or they’ll ask themselves,… “What do you want your legacy to be?” But what does that even mean? As Merriam-Webster Dictionary states it: leg·a·cy | \ ˈle-gə-sē – …
Internal podcasts are a great tool for communications and to engage your employees. It’s like having your very own company culture radio station. The popularity and adoption of podcasting continues to rise. According to Statistica, the number of those who have listened to podcasts over the age of 12, jumped 44% from 2018 to 2019. …
How Internal Podcasts can Help Engage Your Employees Read More »
Time flies, and my decade in the public service at the BC Ministry of Transportation and Infrastructure has certainly attested to that. Ten years of leading a provincial government team in web services and social customer care has been a challenging and rewarding experience. Oh, it’s been amazing. Our scope of work has grown from …
Lessons from 10 Years Working in Public Service Social Customer Care Read More »
The thing about expectations is they never go down. SMS self service is no different. Customers are getting exceedingly comfortable navigating digital engagement with brands. And the expectations they have around what service will look like in that landscape continues to rise, whether your organization is ready or not. It’s often said that customers aren’t …
Find Balance in SMS Self Service and Proactive Engagement Read More »
You have employee experience superpowers and you may not even know it. I’m a super hero nerd. I grew up on Marvel comics, reading about the latest adventures of Spider-man, the Avengers and the X-men. And, with the rise of the Marvel Cinematic Universe movies, I’m a very happy, happy boy. Watching these extraordinary people …
7 Employee Engagement Superpowers for More than Mere Mortals Read More »
It doesn’t need to take much for a customer to break up with your business, go to your competition and never use your service or product again. And there are so many factors that can go into it – the kind of day the customer is having, the kind of day the business is having, …
Customers Do Not Need a Big Blow Up to Break Up with You Read More »
We can love what we do and still need to practice self care to address our mental health. In providing customer care to your customers through frontline services (social media platforms, LIVE chat, phone, in-person), you will engage every day – answering questions, correcting misinformation, listening to concerns, passing on feedback, etc. This is all …
Ways to Prioritize Self Care for the Service Frontline Read More »
