customer service

Everyone knows social is important.  There is no need to say it.  Well, I just did I guess, but how the hell else do you start a blogpost without saying something obvious.  But is it...read more

They may not be talked about much, but forums are a driving force in true social media success. Social Media Explorer has experienced the prevalence of forums first hand. When we begin working with a...read more

An excellent customer service experience shows how technology and human touch can combine to deliver an optimal customer experience.

Charter Communications, which has been lauded for its stellar customer service over social media, is pulling the plug on those channels. Ike Pigott weighs in on how this will impact the landscape.

People buy from people so make sure you sound human when you are communicating online.

In part two of a three-part series on scaling empathy, Adam Helweh discusses finding the consumer touch points where empathy takes place.