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Category: Social Care/Customer Service

Saving the Customer Experience: A Case Study

Saving the Customer Experience: A Case Study

During my most recent trip, the importance of the customer experience was greater than it’s ever been. The customer is always right; that’s what we’ve been told forever, and, for better or worse (often for worse, because of how often the customer is wrong) it’s what we believe. So, when it comes to the importance of the overall customer experience, a bad one can really hurt a brand. For the first time in my personal experience during my most recent…

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Effectively Manage a Social Media Crisis [New eBook]

Effectively Manage a Social Media Crisis [New eBook]

This article originally appeared on t2MarketingInternational.com. We hate to think about it, but we should always be prepared for the case of the dreaded social media crisis. The speed at which information travels has increased exponentially with the advent of social media. Therefore, when a crisis breaks, a carefully thought out strategy and proper mechanisms need to be in place in order to mitigate the issue before it spirals out of control. In our latest eBook, we walk you through…

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How to Win Friends and Influence People (On Social Media)

How to Win Friends and Influence People (On Social Media)

Almost 80 years after its first run, the tenets from Dale Carnegie hold true. (With a few notable differences.) From the greatest businesspeople in the world (Warren Buffett still has his certificate from Carnegie’s course) to the not-so-impressive (Charles Manson reportedly used these techniques to influence his followers) people have found value in Carnegie’s lessons in How to Win Friends and Influence People. Today, on social media, a lot of this still applies. But some adaptation is needed for the…

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My Outstanding Social Care Experience with WestJet

My Outstanding Social Care Experience with WestJet

Last week I┬áhad the privilege of experiencing the phenomenal social care reputation that WestJet has built for itself firsthand. My birthday was last Friday, June 13th. I was speaking at a conference in New York that ran from June 11-12. I would be flying back to Montreal the night of the 12th, but was only scheduled to arrive after midnight on the 13th – my birthday. I had heard and read stories of the phenomenal social care provided by WestJet,…

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