Handling Complaints on Social Media – A Post Mortem

Posted in: Advice and ideas- Feb 27, 2014 Comments Off

I’ve had a lot of cause for thought about how Social Media is used for Customer Service this week. ¬†It has led me to some very useful conclusions about what best practice looks like and how to build a formula for successful complaint handling – which is, let’s face it, the “pointy” end of engaging […]

To Out-source or not to Out-source, that is the question…

Posted in: Opinion- Feb 18, 2014 Comments Off

“Whether ’tis Nobler in the mind to suffer/The Slings and Arrows of internal resource constraints/Or to take Arms against a Sea of troubles/And by outsourcing ¬†Social Media, end them?” William Shakespeare, Hamlet It seems to be that the Social Media Industry is impaled on the horns of a dilemma: is it better to out-source Social […]