Social Service | Adrian Swinscoe

Adrian Swinscoe March 23, 2013

Improve service and keep customers by not being a magpie

Wherever I turn these days, I hear and read mentions of social customer service – the provision of customer service by social media channels – and how it’s great and will transform the delivery of customer service in organisations. Maybe. But, is there a bigger thing at play here? Is it that we, in business, [...]

Filed Under: Customer experience, Customer retention, Customer service, Social Media, Social Service Tagged With: customer, customer engagement, customer experience management, Customer service, Improve Service, Keep Customers, relationship marketing, service channel 6 Comments

Adrian Swinscoe January 24, 2013

Don’t hide from customer complaints, negative online reviews or feedback

Is Twitter about to grow up as a customer service channel?

Most businesses fret about bad reviews online and do their utmost to avoid them. However, I was reading The Icarus Deception by Seth Godin the other day and saw a picture (p. 97) of one business owner’s response to a negative online review that made me laugh out loud (literally). The story originally appeared in [...]

Filed Under: Branding, Customer service, Existing customers, Social Service Tagged With: Bad Review, Customer Complaints, feedback, Negative, Negative Feedback, Negative Review, Online Review, Review Websites, Reviews Online, social psychology

Adrian Swinscoe November 30, 2012

CRM, social media, social business and the future – Interview with Jon Ferrara of Nimble

Recently, I spoke to David Meerman Scott in Inbound marketing is about instant communications and creating content – Interview with David Meerman Scott. To follow that and as a result of my attendance at that conference, I met Richard Young (@richard_y), the Director of EMEA at Nimble. He arranged for me to speak to Jon [...]

Filed Under: Business development, Customer retention, Existing customers, Interviews, Social business, Social Media, Social Service Tagged With: customer relationship management, Jon Ferrara, Nimble Inc., social business, social crm, Social Media

Adrian Swinscoe October 25, 2012

Customer service in the future will be a company wide mentality and not a department – Interview with Dave Carroll of United Breaks Guitars

Following on from my recent interview, True customer engagement is not based on click throughs or contests – Interview with Wendy Lea, CEO of Get Satisfaction, today I am pleased to present to you an interview I recently did with Dave Carroll, a singer songwriter and the maker of the famous United Breaks Guitars video [...]

Filed Under: Culture, Customer experience, Customer service, Existing customers, Interviews, Social business, Social Media, Social Service Tagged With: aviation, bad customer service, company wide, customer (dis)service, customer engagement, Customer service, customer service experience, customer service issues, dave, dave carroll, good customer service, internet memes, Marketing, sons of maxwell, transport, true customer, united airlines, united breaks guitars, viral videos, youtube

Adrian Swinscoe October 3, 2012

Social customer service can make your business more customer focused – Interview with Joshua March, Conversocial

Following on from my recent interview, Spread the love – Interview with Alexis Dormandy of LoveThis.com, today I’m very excited to share with you an interview that I conducted with Joshua March, the CEO and co-founder of Conversocial, back in August about his company and social customer service. This interview makes up number twenty-nine in [...]

Filed Under: Change, Customer experience, Customer service, Interviews, Social Media, Social Service Tagged With: 24/7 customer, Business, conversocial, customer experience management, customer focus, Customer service, customer service agent, customer service department, customer service issues, customer service response, customer service team, electronic commerce, Facebook, interview, joshua march, Marketing, real customer, social customer service, Social Media, Twitter

Adrian Swinscoe August 29, 2012

Retailers and their customers – what’s now and what’s next – Interview with Ian McGarrigle of the World Retail Congress

Following on from my recent interview, #PositivelySocial and why customer service in social media is a failure – Interview with Frank Eliason, today I’m very excited to share with you an interview that I recently conducted with Ian McGarrigle, Chairman of the World Retail Congress about the upcoming conference in London on 19th-21st September where [...]

Filed Under: Business growth, Customer experience, Customer service, Employee engagement, Interviews, Social business, Social Service Tagged With: Business, customer, customer behaviour, customer experience, economy of the united kingdom, ian mcgarrigle, Marketing, online shopping, retail, retail leaders, retail week, retail world, retailing, tesco, their customers, world retail congress

Adrian Swinscoe August 14, 2012

#PositivelySocial and why customer service in social media is a failure – Interview with Frank Eliason

Following on from my recent interview, Employee engagement is not something that is done to employees – Interview with Kevin Kruse, today I’m very excited to share with you an interview that I recently conducted with Frank Eliason, the father of social service or customer service on social media, about his new book. This interview [...]

Filed Under: Change, Culture, Customer experience, Customer service, Innovation, Interviews, Social business, Social Media, Social Service, Team Tagged With: Business, business customers, business process improvement, chief customer officer, citibank, comcast, customer experience, customer experience management, Customer service, customer service department, frank eliason, management, Marketing, media customer, service channel, service guy, service profit chain, Social Media, social service

Adrian Swinscoe August 6, 2012

4 Ways Technology Can Improve Customer Service

This was a post that was originally posted on the Biztech magazine site in early July but I thought that I’d share it here with you too. Make sure your business is using technology in a way that helps, not hinders, the customer experience. When it comes to using technology for business, it’s easy to [...]

Filed Under: Business development, Customer experience, Customer service, Innovation, Social Media, Social Service Tagged With: Business, customer experience, customer experience management, Customer service, customer service representative, improve customer experience, improve your customer service, improving customer service, integrated customer management, loyalty program, loyalty programme, Marketing, relationship marketing, technology for business, the customer experience, voicemail, your customer experience

Adrian Swinscoe August 1, 2012

Social Customer Service: How to Get Over Your Fear of Social Media

Following on from our interview (The customer service revolution is here and now – Interview with Mikkel Svane CEO of Zendesk) Mikkel agreed to write a guest post for the blog. Here it is: Get Over Your Fear of Social Media A lot of companies still find social media intimidating. They’ve heard the horror stories [...]

Filed Under: Business development, Customer experience, Customer service, Social business, Social Media, Social Service Tagged With: customer experience management, customer relationship management, Customer service, customer service solutions, electronic commerce, Marketing, mikkel svane, online shopping, online social networking, six keys, social, Social Media, social media company, the customer, Twitter, world wide web, your customer service, zendesk

Adrian Swinscoe July 28, 2012

This is not a social media manifesto….it’s much more than that

The following image comes from a friend of mine, Jeremy Waite, who blogs across at www.jeremywaite.net…..and is social media strategy lead at TBG Digital. It is Gary Vaynerchuk’s Social Media Manifesto paraphrased from his Inc 500/5000 keynote in 2011. Here’s the full text: “I love social media because it sells shit. But brands need to [...]