Your customers ARE talking!
You have two choices: either join the conversation or ignore it. I am convinced that it’s better to participate than hang out on the sidelines. This point is driven home by a customer service presentation given by Christine Timmins Barry, Senior Vice President, Global Operations, Convergys.
Over the last couple of months, I have led a project to incorporate Social Media into our Customer Service efforts. Like many start-up efforts, we have a minimal budget available at the onset. Therefore, we have focused on building a low-cost Social Media toolkit that allows us to “get into the game”. After listening for a couple of months, we found that the vast majority of our “hits” happen on Twitter, blogs and our company’s Facebook page which seems to be typical for many companies. (more…)