The CX Blog

A quick round up of a few conversations happening out there re Customer Experience, Service and support issues…

• An article from Search Marketing Gurus on how people are now cruising through social media to find out the lowdown on a company’s service reputation:  Using Social Media to Research Customer Service Experiences. Would you believe 72% use it? And customers listen to what they discover: only 3% never take what they learn into consideration when interacting with a company.
• The Blog Council suggests we stop using the scary term Social Media, even thought it’s cool, cuz, well, it’s scary to lots of companies out there–Lose the Social Media Label. Better to simply refer to apps and what they do: they enable customers to help each other, they allow the company to reach a wide audience quickly, they help people learn what their customers really want.
• Craig Daitsch over at Advertising Age was skeptical about the use of apps like Twitter is really able to do much more than just show that a company is hip and/or willing to join the conversation–Socializing Customer Service. Skeptical until Tokbox–a video chat app– made a believer out of him.
• Advergirl started a four part discussion of how companies are using social media–and how it might help you. Social Manifesto - How Companies are using Social Media. First lesson:  let your customers and employees help each other.  Pros and Cons outlined.

That ought to keep you reading for a bit.