Comments on: Social Media Empowering Customer Service: Guest Blogger Brian Solis

By: Becky Carroll

Becky Carroll — Mon, 07 Jul 2008 18:32:37 +0000

Alison, great find which is nicely related to some of our topics in class. An organization’s reputation can indeed be impacted quickly online via “the people”, whether or not that version of things is really accurate. Organizations just need to stay on top of it in all areas – marketing, customer service, even HR.

Thanks for your comment!

By: Alison Terrell

Alison Terrell — Thu, 03 Jul 2008 18:39:13 +0000

Hi Becky,

I’m in your Social Media class and I just saw this article on BtoBonline.com that I thought tied in perfectly to our discussion about blogs and how dramatically customers can impact a brand.

This comment comes from Des Cahill, CEO of Habeas. It’s the perfect summary of how we, ‘the people’, have driven the fusion of marketing and customer service as a result of social media.
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Cahill: There is an overlap between customer service and marketing. The two are actually one and the same. Customer service is an opportunity to touch a customer or a newly converted prospect and build a continuing relationship. And this isn’t something you can overlook. Customers today are more empowered than ever to influence a business; they can help it and they can hurt it. They can go to a blog and post things about that company. They can click a “This is spam” button. There are lots of opportunities for people to use the power of the Internet to say good things and bad things about a business. So customer service is so important as part of providing an overall good experience, which is why it can’t be looked at as a cost center.
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(source – http://www.btobonline.com/apps/pbcs.dll/article?AID=/20080703/FREE/440893996/1116/FREE)

By: Social media and customer service; a no brainer « Emerson Direct Marketing Observations

Tue, 01 Jul 2008 13:04:40 +0000

[...] Carroll, who has a blog called Customers Rock wrote a post called Social Media Empowering Customer Service: Guest Blogger Brian Solis in which Brian Solis and Becky blog about social media empowering customerservice. That’s [...]

By: pligg.com

pligg.com — Tue, 27 May 2008 12:55:24 +0000

Social Media Empowering Customer Service: Guest Blogger Brian Solis « Customers Rock!…

Today on Customers Rock!, I have the honor of having a special guest blogger with us: Brian Solis. Brian and I met earlier this year at the Customer Service is the New Marketing (CSITNM) conference in San Francisco, where we were both giving lunchtime…

By: Becky Carroll

Becky Carroll — Wed, 21 May 2008 17:52:12 +0000

The “participation” needs to be authentic, otherwise it will be seen as irrelevant! Thanks for your thoughts, Gregory.

By: gregory

gregory — Tue, 20 May 2008 22:05:46 +0000

glad you put the quote marks around “participating” … it really is just all in our mind