engagement

Highway 5 washout

What is Involved in Social Customer Care for a 1 in 2000 Year BC Flood

A lot goes into providing social customer care during an emergency event considered a “once-in-2000 year flood”. As the team leading public engagement and digital communication for BC’s provincial transportation, it’s done with a process that prioritizes intentional effort, accessibility and empathy. And it’s been well received… @TranBC @DriveBC thank you for your great social …

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benefits of social media customer service

5 Reasons You Need to Take Long-Term Social Customer Care Seriously

74% of Millennials (18-34) and 58% of GenX (35-54) have a better opinion of organizations that provide social media customer care  – Microsoft  Social customer care (using social media platforms as customer service experience tools) can be amazingly effective way to build relationships with the your customers and bring significant benefits to your organization. Building …

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communication communications

Stop Using Communications and Ignoring Communication

Better communications shouldn’t be the goal, but great communication always should be. If we want to have more meaningful connections with, and be further engaged in, your customers or employees, businesses need to stop focusing on communications. It’s communication (no S) that needs to be the target for leaders, managers, and staff. Without good communication …

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customer service fail

Social Nation Book: Keeping Customers Happy After You Have Their Money

I jump off and on the reading bandwagon more times than I care to admit. I’d like to read a lot more than I do and the one topic that seems to have really gotten me passionate again is learning about communications. Crisis, engagement, customer service, social media…it all really intrigues me and I’m always …

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Carpe Diem, Latin for "seize the day"

Customer Service Carpe Diem! – Look for Opportunities to Engage

“It’s not my job.” “They’re not in my section.” “I don’t know.” “They’re not going to buy anything.” – Ever hear one of these excuses from your staff or from a business you’re trying to work with? It should never be about what you can’t do, but rather what you can do. Customer Service Carpe …

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good customer service is engagement

OK, You Have Me. Now What Are You Going to Do With Me?

Shopping during holiday season isn’t the most enjoyable way to spend your time. And that’s really what you’re spending the most of: your time.  Time finding parking. Time navigating the crowds. Time standing in line. Mind-numbing time. (I’m a big shopper, can you tell?) What I don’t understand is why more businesses don’t take advantage …

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