by Ekaterina Walter | Feb 11, 2016 | Social Media
Five years ago, social customer service was barely a blip on anyone’s radar. Only 10% of organizations where using social channels for customer service. This small pool included risk-takers with a tolerance for potential failure – companies like Comcast. When Comcast...
by Ekaterina Walter | Dec 16, 2015 | Social Media
Whenever I have to call a company’s 1-800 number, I set aside at least an hour. I also set aside a lot of patience. Between being on hold, getting re-routed, and the occasional dropped call… an hour might even be cutting it close. As a customer, I dislike customer...
by Ekaterina Walter | Nov 19, 2014 | Social Media
Roger Staubach once said: “There are no traffic jams along the extra mile.” It continues to amaze me that the sentiment still rings true in the consumer-empowered age. Why is it that almost every time we hang up the phone with a customer service rep, we feel flat?...
by Ekaterina Walter | Apr 10, 2014 | Social Media
2013 was a year when the phrase ‘social media marketing’ became simply ‘marketing’. You can’t have a marketing strategy any more that isn’t social – not just the practice of sharing TV ads online, but where calls to action and engagement are central to their success....
by Ekaterina Walter | Mar 27, 2014 | Social Media
If you have ever felt little or powerless in your life (and I bet most of us have at some point), you know how deeply unsettling that feeling is. Some of us would do anything to never experience that feeling ever again. The pursuit of excellence in customer service,...