In the old days, customer service meant a friendly, knowledgeable employee helping a customer in person or on the phone. Wikipedia says customer service " is a series of activities designed to enhance the level of customer satisfaction..." Fast forward...in addition to in-person and telephone customer service, businesses are now expected to be available via … Continue reading Customer service in a social world
Early Friday morning, a lone gunman opened fire during a showing of Batman in a movie theater in Aurora, CO. People were killed. People were hurt. It was all over social media as well as traditional media. It’s a tragic situation. Later that same morning, two organizations tweeted unfortunate posts, because they were unaware of … Continue reading A simple tweet can turn sour in an instant
Lately I’ve heard from some “friends” that I didn’t even know I had. Weird, huh? They find me on LinkedIn, and then indicate that I am a “friend” and want to add me to their network. I get that you want to increase your network. All the experts say to do it now, so you’ll … Continue reading Hey stranger, let’s connect!
What’s the first page people see when they come across your website? Your homepage? Maybe, but maybe not. You see, when people are searching for something, like a home loan or free checking account, the search results won’t take that person to your homepage, it will take them to the page with the information that … Continue reading Rethink your website
In 2009, two pizza employees posted an inappropriate video on YouTube. You might have heard about it through Facebook, Twitter or a traditional news source. Last month, a well-known non-profit was in the midst of a crisis regarding eliminating grants to another well-known non-profit. I’m sure you heard about that crisis as well. The pizza … Continue reading Social media and a crisis: Respond – quickly and regularly
One Kansas Girl 