Enterprise Social Media

The Rise of the Customer Service Rep

Posted on 30. Mar, 2009 by Kelly Feller.

0

One of my jobs in a past life was to help set up a customer relations department at a giant organic salad company (yeah…that one). At the time the job was rather unglamorous; I set up processes and fielded phone calls from both ranting and raving customers wanting to know answers to questions like “are [...]

Continue Reading

To Respond or Not to Respond to Online Criticism, That is the Question

Posted on 30. Sep, 2008 by Kelly Feller.

7

It’s interesting how issues seem to come at you in waves. Some are like rolling thunder beginning as far back as you can see from the shore. Others are like sneaker waves, crashing over you and knocking you down with full force. Over the last several days I’ve been engulfed by the topic of whether brands should [...]

Continue Reading

Seek first to understand - (duh)

Posted on 30. Apr, 2008 by Tac Anderson.

9

For years now I’ve scratched my head at why so many corporate marketers don’t “get it.” Social media has seemed like such a no-brainer. When you sit down with marketing managers and CMO’s and talk to them *like consumers* about how annoying and intrusive traditional marketing is they all agree and talk about what [...]