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Customer service used to be handled either in person or over the phone. These days though, consumers are turning more to social media for their customer service needs. 
FREDRICK MUTOONI's curator insight,
December 28, 2013 2:06 PM
Fredrick Mutooni (pictured) curates Tourism Content that benefits East African Community countries (Kenya, Uganda, Tanzania, Rwanda and Burundi) in a 'One Stop' centre (http://www.scoop.it/t/tourismcontentcurator)and shares the content through his social media channels #TOURISMCONTENTCURATOR 
Alexander Abramov's curator insight,
December 28, 2013 10:48 PM
Not so easy to do it. Therefore "...still take the leisurely approach about customer care on social media"
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A miniature PR fiasco unfolded on Monday night as a British Airways customer used promoted tweets to publicly reprimand the airline for losing his...
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Nurturing relationships with your customers is a crucial part of growing a successful business. In this age of automation and innovation, caring for your customers has never been more important.
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![Great Social Customer Service Race - How SMM Changes Service [study] | Latest Social Media News | Scoop.it](https://img.scoop.it/JNSb0WlpwmHQ1N_esREluDl72eJkfbmt4t8yenImKBVvK0kTmF0xjctABnaLJIm9)
Social Media is a powerful customer service tool. This guest blog post from Ashley Verrill shares results from the Great Social Customer Service Race Study. Via Martin (Marty) Smith
Martin (Marty) Smith's curator insight,
December 18, 2012 12:46 PM
Great guest post on Atlantic BT's blog here by Ashley Verrill from Software Adice. Ashely shares results from their recent 4 week study asking a simple and complex quesiton: 
Jeff Domansky's curator insight,
December 18, 2012 8:55 PM
This study is a must-read for customer service ideas using social media.
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Who does not like a company who cares about its customers?
In this article, I share my recent experience with Dell support, as staff went the extra mile to help me.
You will not believe what they did for me!
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Users are not happy with Facebook, according to a survey released today by the American Customer Satisfaction Index (ACSI). But Google+ way out in the lead . . .
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Excellent customer service on social media from McDonalds. They've decided to be a part of the conversation instead of just being talked about . . .
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Why would a business use Twitter? What's so appealing about Twitter to companies? Rather than tell you what we think (we're biased – this is a social media b
Laurent Carbonnaux's curator insight,
April 22, 2014 4:26 AM
81% des abonnés à une entreprise s'attendent à recevoir une réponse à leur tweet dans la journée. 
Jon Dewar's curator insight,
August 16, 2014 8:22 AM
Why would a business use Twitter? What's so appealing about Twitter to companies? #jdc #jdsmc
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Another story from a leader in social customer care, like others you may have heard from our ENGAGE conference last week. Check out our exclusive interview below!
malek's curator insight,
November 29, 2013 8:47 AM
A great example of best practice in customer service
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The British Council marks Social Media Day with 5 Golden Rules for parents to keep children safe on social media.
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In our Outlook 2013 series, a colleague of mine, Jacques Bughin, had an interesting piece about customer experience. He made the excellent point that in a time where people can check prices easily
Linda Dap's curator insight,
January 31, 2013 3:59 AM
Klantgerichtheid in de zorg nog ver te zoeken. Zie onderzoek Zorgmonitor 2012 Newcom.
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Did you know that customers now expect companies to help them within the first five minutes of their calling customer service?
“It’s not just the telephone support consumer that indicates impatience is the soup of the day for customers. The most recent data from The Social Habit confirms that those who reach out for support through social channels want that help here and now. One third of American social media users who have tried to contact a company on social media for service or support say they expect a response from a company within 30 minutes.”
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David Graham of the Memeburn blog shows how good customer service at his local dry cleaners has lessons which can be taken through to your social media efforts . . .
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Social media reputation: What you need to know to develop and manage your brands' reputation online . . .
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Frank Eliason and I have known each other for many years. We’ve shared the stage on many occasions, he’s made an appearance on Revolution, and most importantly, I’m proud to call him a personal friend. Frank has championed the adaption and transformation of customer service during his time at Comcast and at CITI. Never one to shy away from sharing his opinions, he’s certainly bullish on where service needs to be as a function and a philosophy versus where it is today. In fact, he’s gone so far as to call out social media customer service as being a “failure” in its current state.
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