How Does A Social Contact Center Benefit The Entire Company?

#custserv on Twitter | All Tweets | 2011-06-22 | TweetReports
6/22/11 12:41 PM
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2011-06-22 to 2011-06-22 510 Twitter search results

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53 contributors 157 retweets 214 @replies
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@action_jay: Long time phone support monkey here, played the #custserv advocate at small biz like Apple and Shaw, now with Point2
June 22, 2011, 1:00 am
@CustServGreeter: Greetings to @dsghi @BobChieppa @drnatalie @brenbt @action_jay @gregortbach @KathyHerrmann @247Xpo #custserv
June 22, 2011, 1:00 am
@ImMarkBernhardt: On mobile? I'm impressed. > RT @dsghi: Joining #custserv chat from the #hnl airport today ... I'm mobile, I'll try to keep up :-)
June 22, 2011, 1:01 am
@RichardNatoli: Howdy #custserv

June 22, 2011, 1:01 am
@dsghi: Mahalo! RT @CustServGreeter: Greetings to @dsghi @BobChieppa @drnatalie @brenbt @action_jay @gregortbach @KathyHerrmann @247Xpo #custserv
June 22, 2011, 1:01 am
@KathyHerrmann: @CustServGreeter Glad to meet cha again tonight! #custserv

June 22, 2011, 1:01 am
@ImMarkBernhardt: Howdy, Richard! RT @RichardNatoli: Howdy #custserv

June 22, 2011, 1:01 am
@verygoodservice: @RoyAtkinson How are you? would love to know what you thought of my #custserv poem - http://t.co/Q3PQZFp (jokes allowed just this time)
June 22, 2011, 1:02 am
@BlakeLandau: Hi! Blake here--brand consultant/ original editor of @customermgmtiq. Fan of healthy #custserv process, social customers&cooking soul food.
June 22, 2011, 1:02 am
@royatkinson: IT service and support fontliner and manager / nowsupport industry analyst #custserv
http://search.tweetreports.com/q/topic/%23custserv/id57420.html
Page 1 of 43

June 22, 2011, 1:02 am
6/22/11 12:41 PM
@drnatalie: Welcome 2 twitter chat #3 - How does a social contact center benefit the entire company? #custserv #SM #scrm
June 22, 2011, 1:02 am
@BarryBirkett: HNL? Envious. RT @dsghi: Joining #custserv chat from the #hnl airport today ... I'm mobile, I'll try to keep up :-)
June 22, 2011, 1:02 am
@KathyHerrmann: @BlakeLandau Hey girl! Glad to connect with you here! #custserv
June 22, 2011, 1:02 am
@ImMarkBernhardt: Hi, Jay! @action_jay #custserv

June 22, 2011, 1:02 am
@KathyHerrmann: RT @drnatalie: Welcome 2 twitter chat #3 - How does a social contact center benefit the entire company? #custserv #SM #scrm #custserv
June 22, 2011, 1:02 am
@KarenLocker: Hi alln #Custserv

June 22, 2011, 1:03 am
@marcseyon: Hi from the bad customer service capital of the world :) #custserv
June 22, 2011, 1:03 am
@CustServGreeter: Greetings! @BlakeLandau @verygoodservice @RichardNatoli #custserv

June 22, 2011, 1:03 am
@drnatalie: So how do U C #custserv socialmedia benefiting the whole company? #SM #scrm #cmo #pr
June 22, 2011, 1:03 am
@verygoodservice: @RoyAtkinson apologies, had not realised the #custserv had just started - sorry everyone for my last tweet - off topic
June 22, 2011, 1:03 am
@CustServGreeter: @drnatalie Would you care to get us started? #custserv

June 22, 2011, 1:03 am
@action_jay: @ImMarkBernhardt good to see ya! #custserv

June 22, 2011, 1:03 am
Page 2 of 43
6/22/11 12:41 PM
@brenbt: Love LOVE @ExpressoParking 'cause they know how to do #custserv with Social Media right! So much so I've recommended at least 10 friends!
June 22, 2011, 1:03 am
@CustServGreeter: @Marcio_Saito We'll miss you! #custserv

June 22, 2011, 1:04 am
@KathyHerrmann: @drnatalie Great opening ques! Said another way, Why is it important to make social media a part of your corporate DNA? #custserv
June 22, 2011, 1:04 am
@drnatalie: @BarryBirkett welcome - hope your service is good! #custserv

June 22, 2011, 1:04 am
@KathyHerrmann: @BlakeLandau Whatcha tink? #custserv

June 22, 2011, 1:05 am
@RichardNatoli: I just know I'm going to be the contrarian on this topic. :/ #custserv
June 22, 2011, 1:05 am
@drnatalie: Do U all think rest of departments care bout #custserv? #cmo #SM #scrm #pr
June 22, 2011, 1:05 am
@brenbt: RT @drnatalie: So how do U C #custserv socialmedia benefiting the whole company? #SM #scrm #cmo #pr - it allows all emps 2 B your advocate!
June 22, 2011, 1:05 am
@evanhamilton: About to dive into the #custserv tweetchat. Don't mind my tweets...or join us!
June 22, 2011, 1:05 am
@KathyHerrmann: @RichardNatoli Contrary thoughts are always a welcome stimulation. :-) #custserv
June 22, 2011, 1:05 am
@gregortbach: RT @evanhamilton: About to dive into the #custserv tweetchat. Dont mind my tweets...or join us! #custserv
June 22, 2011, 1:05 am
@evanhamilton: Hey all, good to see you again! I get to stay the whole chat tonight, I'm very excited. :) #custserv
June 22, 2011, 1:05 am
@drnatalie: our research found #custserv #socialmedia benefits EVERY department - not everyone gets this YET! #scrm #pr #cmo
June 22, 2011, 1:06 am
Page 3 of 43
6/22/11 12:41 PM
@brenbt: RT @RichardNatoli: I just know I'm going to be the contrarian on this topic. :/ #custserv<Why?
June 22, 2011, 1:06 am
@RichardNatoli: @KathyHerrmann Contrarian views also lead to unfriendly emails and messages! lol #custserv
June 22, 2011, 1:06 am
@bridgetlhk: RT @drnatalie: our research found #custserv #socialmedia benefits EVERY department - not everyone gets this YET! #scrm #pr #cmo
June 22, 2011, 1:06 am
@dsghi: RT @drnatalie: our research found #custserv #socialmedia benefits EVERY department - not everyone gets this YET! #scrm #pr #cmo
June 22, 2011, 1:06 am
@action_jay: @drnatalie I think having an open social contact point can help bring departments together. #custserv requests will come in all forms
June 22, 2011, 1:06 am
@ImMarkBernhardt: It's part of the brand & experience. All should be champions. > RT @drnatalie: Do U all think rest of departments care bout #custserv?
June 22, 2011, 1:06 am
@BarryBirkett: @drnatalie Thank you ... I put a high value on being loved by my clients & think most would say I'm succeeding. #custserv
June 22, 2011, 1:06 am
@drnatalie: What if U had a B.I.G. mega phone 2 hear what your customers think bout products? #custserv #pr #srm #cmo
June 22, 2011, 1:07 am
@dsghi: RT @ImMarkBernhardt: It's part of the brand & experience. All should be champions. > RT @drnatalie: Do U all think rest of departments care bout #custserv?
June 22, 2011, 1:07 am
@royatkinson: Really depends on the company, I think. Some cases yes, some no. RT @drnatalie: Do U all think rest of departments care bout #custserv?
June 22, 2011, 1:07 am
@IntelliResponse: @drnatalie #custserv social media can right channel support and lessen the strain on a companies contact center resources. #SM #scrm
June 22, 2011, 1:07 am
@KnowledgeBishop: Social #custserv benefits a brand by illuminating customer needs for all to see.
June 22, 2011, 1:07 am
Page 4 of 43
6/22/11 12:41 PM
@BobChieppa: Social trends can help understand customer contact reasons and compliment any #crm tools. #custserv can assist internal orgs.
June 22, 2011, 1:07 am
@KathyHerrmann: Love one of @drnatalie's say-isms. "#Custserv is PR and PR is custserv." So if u silo social to just #mktg or pr, ur missing out. #custserv
June 22, 2011, 1:07 am
@drnatalie: @BarryBirkett that is amazing! I talk alot about LOVE in corporate amercia --> is that an oxymoron? #custserv #pr #srm #cmo
June 22, 2011, 1:07 am
@RichardNatoli: @drnatalie Is SM important to the entire company? The answer is "it could be". To say it's essential is a huge overstatement. #custserv
June 22, 2011, 1:08 am
@gregortbach: @BarryBirkett @action_jay @ImMarkBernhardt @evanhamilton @KnowledgeBishop @Royatkinson @BobChieppa Very nice to see you all again. #custserv
June 22, 2011, 1:08 am
@drnatalie: @bobchieppa how do U see #custserv complimenting #CRM tools? #custserv #pr #srm #cmo
June 22, 2011, 1:08 am
@mcontrol: AND delivering on their Brand PROMISE RT @KnowledgeBishop: Social #custserv benefits a brand by illuminating customer needs for all to see.
June 22, 2011, 1:08 am
@KathyHerrmann: RT @KnowledgeBishop: Social #custserv benefits brand by illuminating cust needs for all to see. > Agree. Great source for ideation #custserv
June 22, 2011, 1:08 am
@CustServGreeter: Hello @evanhamilton @BarryBirkett @IntelliResponse @bridgetlhk #custserv

June 22, 2011, 1:08 am
@brenbt: RT @drnatalie: our research found #custserv #socialmedia benefits EVERY department - not everyone gets this YET! #scrm #pr #cmo<sad but true
June 22, 2011, 1:08 am
@berkson0: Provacateur extraordinaire RT @RichardNatoli: I just know I'm going to be the contrarian on this topic. :/ #custserv
June 22, 2011, 1:08 am
@ImMarkBernhardt: Good, concise - as usual. RT @KnowledgeBishop: Social #custserv benefits a brand by illuminating customer needs for all to see.
June 22, 2011, 1:08 am
Page 5 of 43
6/22/11 12:41 PM
@RichardNatoli: @berkson0 I am trying to be nice! #custserv

June 22, 2011, 1:08 am
@LovelyLu: Hi everyonen #custserv

June 22, 2011, 1:08 am
@KathyHerrmann: @RichardNatoli Agree. Co's need to know their objective to define right strat's, incl social. #custserv
June 22, 2011, 1:08 am
@drnatalie: @bridgetlhk so they throw #custserv over the wall. WOW there is lot of "stuff" in that pile, hugh? #pr #srm #cmo
June 22, 2011, 1:09 am
@bridgetlhk: BIG agree here! RT @KnowledgeBishop: Social #custserv benefits a brand by illuminating customer needs for all to see.
June 22, 2011, 1:09 am
@verygoodservice: @RoyAtkinson @drnatalie #custserv feedback should be the main source of inspiration for the marketing department
June 22, 2011, 1:09 am
@LovelyLu: Social media has to work hand in hand with all of a company's initiatives. Can't work solo. #custserv
June 22, 2011, 1:09 am
@salesforce: Follow #SMROI #custserv NOW to join the 3rd of 3 Twitter chats on bldg biz case for social w @drnatalie @kathyherrmann http://bit.ly/jzQdJW
June 22, 2011, 1:09 am
@drnatalie: @bridgetlhk what if they didn't throw it over the wall? what if they asked #custserv- what cha learning? #custserv #pr #srm #cmo
June 22, 2011, 1:09 am
@KnowledgeBishop: Insights from Social #custserv interactions can drive customer experience improvements across ALL business functions.
June 22, 2011, 1:09 am
@BarryBirkett: @drnatalie We use a lot of words for how they feel but nothing else conjures a picture a stronger emotion. #custserv
June 22, 2011, 1:09 am
@gregortbach: @drnatalie @LovelyLu @RichardNatoli @Berkson - perhaps I'll need to leave the greetings until the end of #custserv
June 22, 2011, 1:09 am
@drnatalie: RT @verygoodservice: @RoyAtkinson @drnatalie #custserv feedback should be the main source of inspiration for the marketing department
Page 6 of 43

June 22, 2011, 1:09 am
6/22/11 12:41 PM
@BobChieppa: @drnatalie using them to help detect or compliment trends coming into your #cctr on common questions, concerns, issues, etc #custserv
June 22, 2011, 1:09 am
@KathyHerrmann: @KnowledgeBishop Better ideation leads to better products leads to lower cust serv demands = happier customers. #custserv
June 22, 2011, 1:09 am
@royatkinson: Reminder - Tonight's #custserv topic: "How Social Customer Service Benefits the Rest of the Company"
June 22, 2011, 1:10 am
@BlakeLandau: key is to incentivize teams to pay attention to social. Address silos and management bottlenecks that make social very hard. #custserv
June 22, 2011, 1:10 am
@CustServGreeter: Hi there @KnowledgeBishop @mcontrol @berkson0 @LovelyLu #custserv

June 22, 2011, 1:10 am
@drnatalie: @verygoodservice So how do we help marketing get that #custserv data? #scrm #pr #cmo
June 22, 2011, 1:10 am
@ImMarkBernhardt: Likewise, Greg! RT @GregOrtbach: ... Very nice to see you all again. #custserv
June 22, 2011, 1:10 am
@RichardNatoli: @KnowledgeBishop I agree with the premise, however SM in and of itself is just a small part of experience. VOC can do same. #custserv
June 22, 2011, 1:10 am
@salesforce: RT @drnatalie: Welcome 2 twitter chat #3 - How does a social contact center benefit the entire company? #custserv #SM #scrm
June 22, 2011, 1:10 am
@bridgetlhk: Very true. RT @KathyHerrmann: Love one of @drnatalie's say-isms. "#Custserv is PR and PR is custserv." So i (cont) http://deck.ly/~3dnKS
June 22, 2011, 1:10 am
@gregortbach: @BlakeLandau Agree. Sometimes just having other depts "tune in" to SM is enough for them to see the bigger picture #custserv
June 22, 2011, 1:10 am
@drnatalie: @BlakeLandau I hear ya... pay 4 the behavior U wanted repeated. But do executives do that? #custserv #cmo #pr #scrm
June 22, 2011, 1:10 am
Page 7 of 43
6/22/11 12:41 PM
@KathyHerrmann: @BlakeLandau: key is to incentivize teams to pay attention to social. Address silos and mgmt bottlenecks > So remove hurdles. #custserv
June 22, 2011, 1:11 am
@brenbt: RT @verygoodservice: @RoyAtkinson @drnatalie #custserv feedback should be the main source of inspiration for the marketing department<LIKEY!
June 22, 2011, 1:11 am
@kkostuck: Just came across #custserv I think I'll sit in, don't mind me :)
June 22, 2011, 1:11 am
@KnowledgeBishop: Better ideation leads to better products leads to lower #custserv demands = happier customers. @KathyHerrman / Bravo!
June 22, 2011, 1:11 am
@drupalpanda: RT @drnatalie: Welcome 2 twitter chat #3 - How does a social contact center benefit the entire company? #custserv #SM #scrm
June 22, 2011, 1:11 am
@drnatalie: @BarryBirkett tell me about those emotions --> there's emotions involved in :-) #custserv ? #cmo #pr #scrm
June 22, 2011, 1:11 am
@KarenLocker: For small biz social cust serv can lead to more brand recognition #Custserv
June 22, 2011, 1:11 am
@RichardNatoli: @brenbt I never suggested a department "wouldn't care" so I won't name one. #custserv
June 22, 2011, 1:11 am
@bridgetlhk: Yes & I think the customer gets forgotten. RT @drnatalie: @bridgetlhk so they throw #custserv over the wall (cont) http://deck.ly/~rTahF
June 22, 2011, 1:12 am
@verygoodservice: @drnatalie Actuacly I have written a couple of blogpost about that, one should merge the marketing and #custserv department #scrm #pr #cmo
June 22, 2011, 1:12 am
@LovelyLu: Hi @GregOrtbach @CustServGreeter #custserv

June 22, 2011, 1:12 am
@Mcmoop: Happy staff make happy customers. #custserv

June 22, 2011, 1:12 am
Page 8 of 43
6/22/11 12:41 PM
@drnatalie: RT @KarenLocker: For small biz social cust serv can lead to more brand recognition #Custserv | YES Zappos, Panador WeeWorld
June 22, 2011, 1:12 am
@KathyHerrmann: @drnatalie Exec's need to be "incentivized" to by seeing potential. Show them that & how to bene co & they'll be more receptive. #custserv
June 22, 2011, 1:12 am
@drnatalie: @verygoodservice send out the links! PLS!!! #custserv #cmo #pr #scrm
June 22, 2011, 1:12 am
@BlakeLandau: Thnk abt popular #e2conf quote this week: "Social media doesn't transform your culture, it exposes it." #custserv. That's how most feel.
June 22, 2011, 1:13 am
@MarshaCollier: @DrNatalie Thank you for the help - in in a no wifi area! Sorry #custserv
June 22, 2011, 1:13 am
@KarenLocker: Plus social cust ser can make the customer feel like their concerns are heard #Custserv
June 22, 2011, 1:13 am
@KnowledgeBishop: @RichardNatoli I think #scrm should be a key piece of a #voc implementation: Often #custserv is a driver for deploying monitoring.
June 22, 2011, 1:13 am
@LovelyLu: @kkostuck Hey Kathleen - plenty of seats! #custserv

June 22, 2011, 1:13 am
@BlakeLandau: totally. :-] RT @GregOrtbach: @BlakeLandau Agree->having other depts "tune in" to SM is enough for them to see the bigger picture #custserv
June 22, 2011, 1:13 am
@RichardNatoli: @KnowledgeBishop It is certainly a driver. But what about the companies with very little customer interest in SM? #scrm #voc #custserv
June 22, 2011, 1:13 am
@drnatalie: @KathyHerrmann that's why we did the videos & white paper- help CEOs understand power of #custserv - can u spell R.E.S.P.E.C.T. #cmo #pr
June 22, 2011, 1:13 am
@bridgetlhk: RT @KnowledgeBishop: Insights from Social #custserv interactions can drive customer experience improvements across ALL business functions.
June 22, 2011, 1:13 am
Page 9 of 43
6/22/11 12:41 PM
@gregortbach: @Mcmoop Staff that feel valued make customers feel valued #custserv
June 22, 2011, 1:13 am
@KathyHerrmann: RT @BlakeLandau: Popular #e2conf quote this week: "#SM doesnt transform your culture, it exposes it." > W or w/o you. #custserv
June 22, 2011, 1:14 am
@BobChieppa: evaluating Social trends can improve the customer experience with #custserv & your product, but don't get focused on only 1 dept.
June 22, 2011, 1:14 am
@MarshaCollier: @royatkinson Apologies - emergency issue. Will tweet as I can #custserv

June 22, 2011, 1:14 am
@drnatalie: RT @GregOrtbach: @Mcmoop Staff that feel valued make customers feel valued #custserv | agreed happy employees make happy customers!
June 22, 2011, 1:14 am
@drnatalie: @MarshaCollier no worries my dear! so appreciate U having us!! #custserv #cmo #pr #scrm
June 22, 2011, 1:14 am
@BlakeLandau: @drnatalie I think they have to be TOLD to seethe value in caring by someone they care about (at the top of the cake). :-] #custserv
June 22, 2011, 1:14 am
@KathyHerrmann: RT @drnatalie: @KathyHerrmann > why we did vids & WP- help CEOs understand power of #custserv - can u spell R.E.S.P.E.C.T #cmo #pr #custserv
June 22, 2011, 1:14 am
@ImMarkBernhardt: Definitely a contributing factor -- and can be symbiotic. RT @Mcmoop: Happy staff make happy customers. #custserv
June 22, 2011, 1:14 am
@KathyHerrmann: @MarshaCollier Thanks for having us tonight. #custserv

June 22, 2011, 1:15 am
@mcontrol: It's imperative that brands use their sm #custserv to connect w/ their customers/address needs, not just to advert!
June 22, 2011, 1:15 am
@royatkinson: @MarshaCollier No problem - we're rolling right along. #custserv

June 22, 2011, 1:15 am
@gregortbach: Thanks for RT's @drnatalie and @blakelandau #custserv
Page 10 of 43
6/22/11 12:41 PM
June 22, 2011, 1:15 am
@brenbt: @RichardNatoli oK, 'wouldn't care' sounds harsh. How about a dept that wouldn't have it at the top of their initiatives? #custserv
June 22, 2011, 1:15 am
@KathyHerrmann: @BlakeLandau Social monitoring is a great way to help CxOs see the value/power of social by exposing what's being said. #custserv
June 22, 2011, 1:15 am
@salesforce: @BlakeLandau thx for joining #smroi #custserv conversation tonight! Happy to have your perspective ^PN
June 22, 2011, 1:15 am
@verygoodservice: @drnatalie As requested - http://t.co/rO2kW6J #custserv #cmo #pr #scrm

June 22, 2011, 1:15 am
@kkostuck: RT @BlakeLandau: key is to incentivize teams to pay attention < from an internal IT perspective, the benefits quickly became clear #custserv
June 22, 2011, 1:16 am
@RichardNatoli: @brenbt SM was NOT at the top of my list for #custserv or sales in a prev company b/c there was little activity on SM from our customers.
June 22, 2011, 1:16 am
@drnatalie: What would incentivize CEO, CFOs 2 use #custserv socialmedia more strategically?#cmo #pr #scrm
June 22, 2011, 1:16 am
@brenbt: @RichardNatoli I'm trying to understand your thoughts here. #custserv I believe it's important to all depts
June 22, 2011, 1:16 am
@KathyHerrmann: @mcontrol: Its imperative that brands use their sm #custserv to connect w/ their customers/address needs > aka, engage. #custserv
June 22, 2011, 1:16 am
@CustServGreeter: @drupalpanda @kkostuck @KarenLocker @Mcmoop Hi there and welcome! #custserv

June 22, 2011, 1:16 am
@RichardNatoli: @brenbt Customer Service is important to all departments, but the notion that Social Media #custserv is important is a fallacy.
June 22, 2011, 1:16 am
@bridgetlhk: RT @KarenLocker: Plus social cust ser can make the customer feel like their concerns are heard #Custserv
June 22, 2011, 1:16 am
Page 11 of 43
6/22/11 12:41 PM
@Mcmoop: Show me a miserable representative, I'll show you an unhappy customer. #custserv Go figure.
June 22, 2011, 1:16 am
@gregortbach: @mcontrol Totally agree with using SM to connect. A conversation is all about listening as well as talking ;) #custserv
June 22, 2011, 1:16 am
@drnatalie: @GregOrtbach good stuff deserves RTs! You tweets rock! #custserv
June 22, 2011, 1:16 am
@KathyHerrmann: @RichardNatoli So be where ur cust's are, whatever they're preferred channels. #custserv
June 22, 2011, 1:17 am
@mike_nunes: SM is a tool RT @mcontrol:It's imperative that brands use their sm #custserv to connect w/ their customers/address needs, not to advert!
June 22, 2011, 1:17 am
@drnatalie: RT @verygoodservice: VERY GOOD READ--> @drnatalie As requested - http://bit.ly/iyBl8s #custserv #cmo #pr #scrm
June 22, 2011, 1:17 am
@KnowledgeBishop: Social #custserv takes knowledge previously shared between only two people and allows the entire brand to learn from it.
June 22, 2011, 1:17 am
@RichardNatoli: @KathyHerrmann Exactly. SM is a channel, nothing more or less. You need to be where the customers expect you. #custserv
June 22, 2011, 1:17 am
@action_jay: @RichardNatoli @brenbt some companies just don't have very social customers. They could handle social in 15 mins or less #custserv
June 22, 2011, 1:17 am
@kkostuck: RT @BlakeLandau: Thnk abt popular #e2conf quote this week: "Social media doesn't transform your culture, it exposes it." #custserv. < yes
June 22, 2011, 1:17 am
@KateNasser: RT @KnowledgeBishop: Social #custserv takes knowledge previously shared between only two people and allows the entire brand to learn from it.
June 22, 2011, 1:17 am
@KathyHerrmann: RT @drnatalie: RT @verygoodservice: VERY GOOD READ--> @drnatalie As requested - http://bit.ly/iyBl8s #custserv #cmo #pr #scrm #custserv
June 22, 2011, 1:17 am
Page 12 of 43
6/22/11 12:41 PM
@drnatalie: @RichardNatoli why do U think customers were not participating? in #sm #custserv #cmo #pr #scrm
June 22, 2011, 1:18 am
@berkson0: There is internal and external SM. The two need to be connected to benefit the whole co. #custserv
June 22, 2011, 1:18 am
@athayer10: RT @BobChieppa: evaluating Social trends can improve the customer experience with #custserv & your product, but don't get focused on only 1 dept.
June 22, 2011, 1:18 am
@evanhamilton: @drnatalie ROI is the only way executives will ever accept social media. Which is totally fair. #custserv
June 22, 2011, 1:18 am
@drnatalie: @RichardNatoli was it lack of offering? or lack of being online? #custserv #cmo #pr #scrm
June 22, 2011, 1:18 am
@salesforce: @ValaAfshar thx for joining the #SMROI #custserv conversation tonight! @Enterasys has a great story to tell @drnatalie @blakelandau ^PN
June 22, 2011, 1:18 am
@KathyHerrmann: RT @KnowledgeBishop: Social #custserv takes knowledge previously shared between only 2 ppl & allows entire brand to learn from it. #custserv
June 22, 2011, 1:18 am
@BlakeLandau: RT @Mcmoop: Show me a miserable representative, I'll show you an unhappy customer. #custserv Go figure.
June 22, 2011, 1:18 am
@drnatalie: U R Singing our Song! RT @evanhamilton: @drnatalie ROI is only way executives will ever accept socialmedia. Which is totally fair. #custserv
June 22, 2011, 1:18 am
@drnatalie: MUST READ!! RT @verygoodservice: @drnatalie and number 2 - http://bit.ly/jYUtyR #custserv #cmo #pr #scrm
June 22, 2011, 1:19 am
@verygoodservice: @drnatalie Thank you - blushing now - #custserv

June 22, 2011, 1:19 am
@drnatalie: @evanhamilton do U think they get it? #sm #custserv #cmo #pr #scrm
June 22, 2011, 1:19 am
Page 13 of 43
6/22/11 12:41 PM
@gregortbach: @drnatalie Very much appreciated. Now I'm getting a buzz and it's not the coffee -it's the #custserv
June 22, 2011, 1:19 am
@KathyHerrmann: @evanhamilton Agree - But I also take a step back. ROI is numerical view of strategy so good strat is place to start. #custserv
June 22, 2011, 1:19 am
@brenbt: RT @RichardNatoli: SM is a channel, nothing more or less. You need to be where the customers expect you. #custserv<agreed!
June 22, 2011, 1:19 am
@ntalukdar3: Everyone should care. We're all sales/mktg/csrs RT @drnatalie: Do U all think rest of departments care bout #custserv? #cmo #SM #scrm #pr
June 22, 2011, 1:19 am
@Valaafshar: RT @salesforce: @ValaAfshar thx for joining the #SMROI #custserv conversation tonight! @Enterasys has a great story to tell @drnatalie @blakelandau ^PN
June 22, 2011, 1:19 am
@CustServGreeter: @mike_nunes @salesforce Good evening and thanks! #custserv

June 22, 2011, 1:19 am
@KnowledgeBishop: Social media doesn't "transform" your culture, it EXPOSES it. via @BlakeLandau #e2conf #custserv
June 22, 2011, 1:19 am
@drnatalie: @evanhamilton re: do they get #sm & then - do they get the ROI? #custserv #cmo #pr #scrm
June 22, 2011, 1:19 am
@LovelyLu: And how! RT @Mcmoop: Show me a miserable representative, Ill show you an unhappy customer. #custserv Go figure. #custserv
June 22, 2011, 1:19 am
@royatkinson: Joining us late? Tonight's #custserv topic: "How Social Customer Service Benefits the Rest of the Company"
June 22, 2011, 1:20 am
@drnatalie: @evanhamilton where do we start the conversation with CEO, CFO on #custserv #socialmedia? #cmo #pr #scrm
June 22, 2011, 1:20 am
@RichardNatoli: @drnatalie Some customers simply don't use social media. Most (across industries) prefer the phone. #custserv #cmo #pr #scrm
June 22, 2011, 1:20 am
@KathyHerrmann: So let's get specific. How can social customer service fuel product innovation and sales? #custserv
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June 22, 2011, 1:20 am
@drnatalie: RT @KathyHerrmann: So let's get specific. How can social customer service fuel product innovation and sales? #custserv
June 22, 2011, 1:20 am
@brenbt: Looking for a topic nugget. Anyone? How does it benefit? #custserv
June 22, 2011, 1:20 am
@ImMarkBernhardt: In #custserv, ROI = return on interaction, regardless of channel > @evanhamilton @drnatalie
June 22, 2011, 1:20 am
@drnatalie: @RichardNatoli I HEAR u ;-) --> but its changing, no? #custserv #cmo #pr #scrm
June 22, 2011, 1:20 am
@kkostuck: RT @CustServGreeter: @drupalpanda @kkostuck @KarenLocker @Mcmoop Hi there and welcome! #custserv < hello and thanks!
June 22, 2011, 1:20 am
@drnatalie: LIKE THIS!! RT @ImMarkBernhardt: In #custserv, ROI = return on interaction, regardless of channel > @evanhamilton @drnatalie
June 22, 2011, 1:20 am
@drnatalie: @bytcrmgal welcome back! #custserv #cmo #pr #scrm

June 22, 2011, 1:21 am
@RichardNatoli: SM can spark innovation but offering mass data collection, but alas its from a non-representative cust population in most cases. #custserv
June 22, 2011, 1:21 am
@BlakeLandau: Am/Ex #custserv barometer May 2011: 60% custmrs believe businesses have not increased their focus on providing good customer service.
June 22, 2011, 1:21 am
@KathyHerrmann: @KnowledgeBishop started with a great bene > Product ideation frm folks who may know ur products better than you > Ur cust's #custserv
June 22, 2011, 1:21 am
@evanhamilton: @KathyHerrmann Customers have feedback, but don't want to expend the effort to send it to you. Social media makes that easier. #custserv
June 22, 2011, 1:21 am
@gregortbach: Some execs R like some twitter newbies -try to leverage the channel w/out putting in the time. Eventually the aha moment arrives. #custserv
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June 22, 2011, 1:21 am
@mike_nunes: RT @KnowledgeBishop: Social media doesn't "transform" your culture, it EXPOSES it. via @BlakeLandau #e2conf #custserv //very quickly!!
June 22, 2011, 1:21 am
@rapidbuyr: RT @evanhamilton: @drnatalie ROI is the only way executives will ever accept social media. Which is totally fair. #custserv
June 22, 2011, 1:22 am
@RichardNatoli: @drnatalie It's changing for some businesses. #custserv

June 22, 2011, 1:22 am
@KathyHerrmann: @RichardNatoli Ok, non-representative but might it also be the most passionate? #custserv
June 22, 2011, 1:22 am
@evanhamilton: @drnatalie Show them the ROI, then they'll sit and pay attention while you explain how SM works. :) #custserv
June 22, 2011, 1:22 am
@drnatalie: benefits 2 product dev - #sm #custserv - thousands of suggestions from peps using your product! integrate in2 next cycle #cmo #pr #scrm
June 22, 2011, 1:22 am
@gregortbach: I heart this RT @ImMarkBernhardt: In #custserv, ROI = return on interaction, regardless of channel > @evanhamilton @drnatalie #custserv
June 22, 2011, 1:22 am
@bridgetlhk: RT @drnatalie: LIKE THIS!! RT @ImMarkBernhardt: In #custserv, ROI = return on interaction, regardless of channel > @evanhamilton @drnatalie
June 22, 2011, 1:22 am
@drnatalie: RT @evanhamilton: @drnatalie Show them the ROI, then they'll sit and pay attention while you explain how SM works. :) #custserv
June 22, 2011, 1:22 am
@RichardNatoli: @KathyHerrmann It might be the most passionate. It could also represent the least profitable customer seg too. #custserv
June 22, 2011, 1:22 am
@evanhamilton: @KathyHerrmann Right...gotta have the strategy, but the bosses want to see the dollars first. #custserv
June 22, 2011, 1:22 am
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6/22/11 12:41 PM
@KathyHerrmann: @evanhamilton Agree. & crowd sourcing can help prioritize the level of interest in features. #custserv
June 22, 2011, 1:22 am
@LovelyLu: If the #socialmedia avenues are in place, then the company better be listening otherwise major #fail #custserv
June 22, 2011, 1:22 am
@BlakeLandau: #custserv 78% of consumers have bailed a transaction or not made an intended purchase because of poor customer service. -@AmericanExpress
June 22, 2011, 1:23 am
@DarnCustomers: The Customer Service and Customer Experience Home Page: http://t.co/Df64Kb1 #cxo #cem #custserv
June 22, 2011, 1:23 am
@bridgetlhk: RT @gregortbach: Some execs R like some twitter newbies -try to leverage the channel w/out putting in the time. Eventually the aha moment arrives. #custserv
June 22, 2011, 1:23 am
@KathyHerrmann: @evanhamilton @drnatalie Ha! ROI = Show 'em the money. :-) #custserv
June 22, 2011, 1:23 am
@brenbt: RT @evanhamilton:@KathyHerrmann Right.gotta have the strategy, but the bosses want to see the dollars first. #custserv<I don't C SM ROI in $
June 22, 2011, 1:23 am
@ImMarkBernhardt: Indeed. RT @evanhamilton: @drnatalie Show them the ROI, then they'll sit and pay attention while you explain how SM works. :) #custserv
June 22, 2011, 1:23 am
@KnowledgeBishop: I'd say it's #scrm that fuels innovation and sales, but that #custserv demand is the driver behind most #scrm adoptions.
June 22, 2011, 1:23 am
@CustServGreeter: Hello and welcome @ntalukdar3 @Valaafshar #custserv

June 22, 2011, 1:23 am
@drnatalie: @evanhamilton I wonder how many CEOs, CFOs watched our Videos on #sm #custserv ! http://bit.ly/lGUKTY We ar (cont) http://deck.ly/~zkPjF
June 22, 2011, 1:23 am
@BlakeLandau: If execs are ready to see the value in #custserv & social, they will. If they don't want to see it, they won't.
June 22, 2011, 1:23 am
@verygoodservice: @rapidbuyr @evanhamilton @drnatalie There is also an element of DTMMLG for execs when using soc med #custserv (DoesThis Make ME look Good)
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June 22, 2011, 1:24 am
@bridgetlhk: RT @drnatalie: RT @evanhamilton: @drnatalie Show them the ROI, then they'll sit and pay attention while you explain how SM works. :) #custserv
June 22, 2011, 1:24 am
@RichardNatoli: When the world of Social Media defines ROI in dollars, then I listen. :) #custserv
June 22, 2011, 1:24 am
@gregortbach: Interesting that SM is like core values. Politeness, caring & attentiveness is a helluva place to start. #custserv
June 22, 2011, 1:24 am
@amykramer: RT @MarshaCollier: "Quality in a service or product is not what you put into it. It is what the customer gets out of it" ~Peter Drucker #custserv
June 22, 2011, 1:24 am
@KathyHerrmann: Here's another Q. What about the intangible benefits of social media such as goodwill? #custserv
June 22, 2011, 1:24 am
@LovelyLu: RT @evanhamilton: @drnatalie Show them the ROI, then theyll sit and pay attention while you explain how SM works. :) #custserv
June 22, 2011, 1:24 am
@drnatalie: @ImMarkBernhardt @evanhamilton CALLING ALL CEOs- dinner @drnatalie & @kathyherrmann house!! - serving #sm #custserv #scrm #cmo #pr
June 22, 2011, 1:24 am
@philnovack: #Awesome conversation on #custserv happening right now w @drnatalie @blakelandau @valaafshar @enterasys @evanhamilton @ImMarkBernhardt &more
June 22, 2011, 1:24 am
@brenbt: RT @KathyHerrmann: Here's another Q. What about the intangible benefits of social media such as goodwill? #custserv
June 22, 2011, 1:25 am
@g_haughton: RT @gregortbach: I heart this RT @ImMarkBernhardt: In #custserv, ROI = return on interaction, regardless of channel > @evanhamilton @drnatalie #custserv
June 22, 2011, 1:25 am
@CustServGreeter: Hi there @rapidbuyr @ImMarkBernhardt #custserv

June 22, 2011, 1:25 am
@RichardNatoli: @KathyHerrmann Here's a leading question. Why would you say goodwill is a benefit? #custserv
June 22, 2011, 1:25 am
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@BobChieppa: ROI is tough if you are driving them to escalate on Social Media. Use Social Channels to improve #custserv & share internally
June 22, 2011, 1:25 am
@kkostuck: RT @drnatalie: RT @KathyHerrmann: How can social customer service fuel product innovation and sales? #custserv < eval the steams for repeats
June 22, 2011, 1:25 am
@KathyHerrmann: Don't think it's just about social but being responsive to cust needs & interests. Social can help accelerate responsiveness tho. #custserv
June 22, 2011, 1:25 am
@bridgetlhk: RT @philnovack: #Awesome conversation on #custserv happening right now w @drnatalie @blakelandau @valaafshar @enterasys @evanhamilton @ImMarkBernhardt &more
June 22, 2011, 1:25 am
@bizshrink: @kkostuck That's my pal @RoyAtkinson running at #custserv, one of the good guys & then some
June 22, 2011, 1:26 am
@Mcmoop: @BlakeLandau Did you make up that 78% stat? If so, good work #custserv
June 22, 2011, 1:26 am
@drnatalie: @verygoodservice so we need 2 do a video called "U look Marvelous using #sm " 4 CEOs & CFOs? #custserv #cmo #pr #scrm
June 22, 2011, 1:26 am
@KathyHerrmann: @RichardNatoli I think of goodwill as an intangible measure of CustSat. Happy cust are a great asset. #custserv
June 22, 2011, 1:26 am
@LovelyLu: Good will doesn't pay the bills, there has to be more behind it! #custserv
June 22, 2011, 1:26 am
@ImMarkBernhardt: We're cust, too, who want to be treated well RT @GregOrtbach: ... Politeness, caring & attentiveness is a helluva place to start. #custserv
June 22, 2011, 1:26 am
@evanhamilton: Intangible benefits of social media are certainly brand recognition. But it IS tangible. Share of Voice is easy to calculate. #custserv
June 22, 2011, 1:26 am
@RichardNatoli: @KathyHerrmann Then the next question. Why are happy customers a great asset? #custserv
June 22, 2011, 1:26 am
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@philnovack: Key thing in #custserv & social is the changed relationship btw biz & consumer. As @garyvee says, it's the humanization of business
June 22, 2011, 1:26 am
@RebeccaQuinn: Ego maybe? RT @verygoodservice There's an element of DTMMLG for execs when using soc med - #custserv (DoesThis Make ME look Good) #custserv
June 22, 2011, 1:26 am
@drnatalie: What bout -- my fav - PR crisis... how could #custserv #SM help that? #cmo #pr #scrm
June 22, 2011, 1:27 am
@BlakeLandau: @KathyHerrmann ref. Drucker...2many execs think you have to be able to measure it to be able to manage it. Can't always track all #custserv
June 22, 2011, 1:27 am
@LovelyLu: Need skilled people, and support throughout the company. #custserv
June 22, 2011, 1:27 am
@KathyHerrmann: @RichardNatoli Great cust's lead to WOM lead to more custs. & also spend more of their own moolah. #custserv
June 22, 2011, 1:27 am
@kkostuck: RT @KathyHerrmann: @RichardNatoli Ok, non-representative but might it also be the most passionate? #custserv < or most motivated?
June 22, 2011, 1:27 am
@BlakeLandau: Don't even get me started here!:]RT @RichardNatoli: @KathyHerrmann Then the next question. Why are happy customers a great asset? #custserv
June 22, 2011, 1:27 am
@gregortbach: @philnovack @garyvee Agree - we've had several biz relationships start bcuz client felt they "knew" us already through SM #custserv
June 22, 2011, 1:27 am
@bridgetlhk: RT @philnovack: Key thing in #custserv & social is the changed relationship btw biz & consumer. As @garyvee says, it's the humanization of business
June 22, 2011, 1:27 am
@drnatalie: 4 PR crisis - we've see #sm #custserv detects issues EARLY B4 they go viral, saving brand MILLIONS & face #custserv #cmo #pr #scrm
June 22, 2011, 1:28 am
@action_jay: @drnatalie a level and timely reaction on social can turn things around quicker than silence, waiting on a press release #custserv
June 22, 2011, 1:28 am
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@CustServGreeter: Hello and welcome! @philnovack @RebeccaQuinn #custserv

June 22, 2011, 1:28 am
@RichardNatoli: @KathyHerrmann In that case, I'd say it isn't intangible. It's $ you are driving toward, so it's $ you should measure. #custserv
June 22, 2011, 1:28 am
@LovelyLu: Happy customers aren't smearing your name all over the internet! #custserv
June 22, 2011, 1:28 am
@ImMarkBernhardt: RT @drnatalie: 4 PR crisis - we've see #sm #custserv detects issues EARLY B4 they go viral, saving brand MILLIONS & face #custserv #cmo #pr #scrm
June 22, 2011, 1:28 am
@BobChieppa: RT @gregortbach: @philnovack @garyvee Agree - we've had several biz relationships start bcuz client felt they "knew" us already through SM #custserv
June 22, 2011, 1:28 am
@BlakeLandau: @Mcmoop hah I did not make up those stats--> I wish I was that awesome. http://bit.ly/mMFPmG #custserv
June 22, 2011, 1:28 am
@kkostuck: RT @evanhamilton: @drnatalie Show them the ROI, then... #custserv < so what is ROI calculated from?
June 22, 2011, 1:28 am
@bridgetlhk: RT @gregortbach: @philnovack @garyvee Agree - we've had several biz relationships start bcuz client felt they "knew" us already through SM #custserv
June 22, 2011, 1:28 am
@drnatalie: @BlakeLandau ROC - Return on customer- NO CUSTOMERS, NO BUSINESS -its that simple, yes! #custserv #cmo #pr #scrm
June 22, 2011, 1:28 am
@drnatalie: U R Awesome- gr8 reporting ! RT @BlakeLandau: @Mcmoop -> I wish I was that awesome. http://bit.ly/mMFPmG #custserv
June 22, 2011, 1:29 am
@BlakeLandau: You got it sister. RT @drnatalie ROC - Return on customer- NO CUSTOMERS, NO BUSINESS -its that simple, yes! #custserv #cmo #pr #scrm
June 22, 2011, 1:29 am
@gregortbach: Thanks all for the RT's @bridgetlhk @BobChieppa -very appreciated. #custserv
June 22, 2011, 1:29 am
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@_siddhesh: RT @philnovack: Key thing in #custserv & social is the changed relationship btw biz & consumer. As @garyvee says, it's the humanization of business
June 22, 2011, 1:29 am
@g_haughton: RT @BlakeLandau: @Mcmoop hah I did not make up those stats--> I wish I was that awesome. http://bit.ly/mMFPmG #custserv
June 22, 2011, 1:29 am
@KathyHerrmann: RT @LovelyLu: Happy customers arent smearing your name all over the internet! > & they often defend u against badvocates. #custserv
June 22, 2011, 1:29 am
@drnatalie: @IntelliResponse hey guys!! miss you!! I see a trip to Canada soon... maybe maybe? #custserv #cmo #pr #scrm
June 22, 2011, 1:29 am
@verygoodservice: @drnatalie yes definitely and could I act in it please (step1 of ego stroking) #sm #custserv #cmo #pr #scrm
June 22, 2011, 1:29 am
@drnatalie: @kkostuck ROI - benefits - costs / costs x 100 #custserv #cmo #pr #scrm
June 22, 2011, 1:29 am
@ImMarkBernhardt: Hopefully more raves than rants > RT @LovelyLu: Happy customers aren't smearing your name all over the internet! #custserv
June 22, 2011, 1:30 am
@BarryBirkett: @kathyherrmann Listening to customers & others on SM is a great way to learn what they value in a product & not. #custserv
June 22, 2011, 1:30 am
@MindTouch: How To Complain To Customer Service And Win via @Forbes http://dlvr.it/XHD7v #custserv #scrm
June 22, 2011, 1:30 am
@KathyHerrmann: Here's another stimulator Q. How does social customer service break down barriers between departments? #custserv
June 22, 2011, 1:30 am
@BlakeLandau: RT @philnovack: Key 4 #custserv & social is the changed relationship btw biz & consumer. As @garyvee says, it's the humanization of business
June 22, 2011, 1:30 am
@evanhamilton: @kkostuck Investment = time, generally. Return = signups/customers/payments. #custserv

June 22, 2011, 1:30 am
@gregortbach: Let's get together if you do! RT @drnatalie: @IntelliResponse hey guys!! miss you!! I see a trip to Canada soon...
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#custserv
June 22, 2011, 1:30 am
@drnatalie: @kkostuck so need benefits! reduced call volume - reduces overall costs in co --> more money 4 raises! #custserv #cmo #pr #scrm
June 22, 2011, 1:30 am
@IntelliResponse: RT @drnatalie: @IntelliResponse hey guys!! miss you!! I see a trip to Canada soon... maybe maybe? #custserv #cmo #pr #scrm
June 22, 2011, 1:30 am
@RichardNatoli: I wonder where the reduced call volume really factors in here. #custserv
June 22, 2011, 1:31 am
@drnatalie: @BlakeLandau but it its that simple, why is it not that simple? #custserv #cmo #pr #scrm
June 22, 2011, 1:31 am
@mike_nunes: @RichardNatoli @BlakeLandau @KathyHerrmann Why are happy customers a great asset? #custserv //Word of mouth, LCV (lifetime customer value)
June 22, 2011, 1:31 am
@salesforce: RT @KathyHerrmann: Here's another stimulator Q. How does social customer service break down barriers between departments? #custserv
June 22, 2011, 1:31 am
@kkostuck: RT @RichardNatoli: @KathyHerrmann ...It could...least profitable customer seg too. #custserv < my exp. (IT) these were the most engaged
June 22, 2011, 1:31 am
@royatkinson: RT @action_jay: @drnatalie a level & timely reaction on social cn turn things & quicker than silence, waiting on a press release #custserv
June 22, 2011, 1:31 am
@SocialMoves: PR crises aligns #CSR w/ inbounds real time. But, proactive outbound for #CRM during crises delivers "pleasant surpise effect" #custserv
June 22, 2011, 1:31 am
@KathyHerrmann: @BarryBirkett Yes. And crowd sourcing helps market define/prioritize their interest. #custserv
June 22, 2011, 1:31 am
@BobChieppa: PR crisis usually turns into a #custserv crisis. Early detection is key & can reduce unneccesary call volume.
June 22, 2011, 1:31 am
@RichardNatoli: @mike_nunes Now what if these SM customers actually have a lower LTV (or LCV) than non social? #custserv
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June 22, 2011, 1:32 am
6/22/11 12:41 PM
@drnatalie: RT @RichardNatoli: I wonder where the reduced call volume really factors in here. #custserv | pls download wh (cont) http://deck.ly/~xDoDd
June 22, 2011, 1:32 am
@brenbt: RT @KathyHerrmann: RT @LovelyLu: Happy customers arent smearing your name all over the internet! > & they often defend u against badvocates. #custserv
June 22, 2011, 1:32 am
@IntelliResponse: @drnatalie That would be great! The summers are wonderful here :) #scrm #custserv
June 22, 2011, 1:32 am
@action_jay: @RichardNatoli I'll betcha the cable guys @comcastcares have numbers for reduced call volume, and requests taken over social. #custserv
June 22, 2011, 1:32 am
@BlakeLandau: @RichardNatoli I'm pretty sure @zappos only fields 3% of its customer inquiries through call ctr. No secret how high their NPS is #custserv
June 22, 2011, 1:32 am
@KathyHerrmann: Custserv is often closest to cust. They provide important/valuable front-line intel. #custserv
June 22, 2011, 1:32 am
@GaryDePaul: RT @AMAnet: Do You Know Your Longtime Customers or Have You Made Them Unknown? (RT @katenasser) #CustServ #Management | http://ow.ly/5mN0L
June 22, 2011, 1:32 am
@Mcmoop: @BlakeLandau Top stats. Seeya soon folks. Draw patter. Back keeping folks happy in 5 hours. Night. #custserv
June 22, 2011, 1:32 am
@drnatalie: @RichardNatoli studies show - #sm customers buy more, recommend more, R more loyal #custserv #cmo #pr #scrm
June 22, 2011, 1:32 am
@RichardNatoli: @action_jay Great, reduced call volume. Now lets offset that "savings" with increased social interactions. Is that good or bad? #custserv
June 22, 2011, 1:32 am
@MarshaCollier: Social media returns are tangible when prospective customers see that you give good #custserv Transparency pays!
June 22, 2011, 1:32 am
@drnatalie: @IntelliResponse I'm dreaming of canada... #custserv #cmo #pr #scrm

June 22, 2011, 1:33 am
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@philnovack: @GregOrtbach @garyvee that's great to hear. Everything's becoming more personal and companies' people skills r put 2 the test #custserv
June 22, 2011, 1:33 am
@evanhamilton: @BlakeLandau @RichardNatoli Absolutely. Zappos (glug) says that you may only get to talk to customers on the phone once. #custserv
June 22, 2011, 1:33 am
@BlakeLandau: @drnatalie it's Gulliver's travels. Every1 is fighting over how to crack the egg...#custserv. Let's just crack the damn thing already! ;-]
June 22, 2011, 1:33 am
@brenbt: RT @KathyHerrmann (on a roll!)@RichardNatoli Great cust's lead to WOM lead to more custs. & also spend more of their own moolah. #custserv
June 22, 2011, 1:33 am
@Valaafshar: SCRM enables organizations to develop culture of transparency; Bolsters accountability & execution velocity. Customer wins. #custserv #SMROI
June 22, 2011, 1:33 am
@LovelyLu: Cheers! RT @BlakeLandau: @RichardNatoli Im pretty sure @zappos only fields 3% of its customer inquiries through call ctr. #custserv
June 22, 2011, 1:33 am
@mcontrol: Truth! RT @action_jay: @drnatalie a level & timely reaction on soc cn turn thngs & quickr than silence, waiting on a press release #custserv
June 22, 2011, 1:33 am
@gregortbach: @MarshaCollier Welcome back ~ #custserv

June 22, 2011, 1:33 am
@evanhamilton: @BlakeLandau @RichardNatoli They focus on it a lot because it's a powerful opportunity. But not the primary method of comm. #custserv
June 22, 2011, 1:33 am
@IntelliResponse: RT @drnatalie: @IntelliResponse I'm dreaming of canada... #custserv #cmo #pr #scrm
June 22, 2011, 1:34 am
@KathyHerrmann: Let's turn it around too. How can negative tweets about a competitor lead to positive growth (i.e. sales) for your business? #custserv
June 22, 2011, 1:34 am
@CustServGreeter: Hi there and welcome @_siddhesh @g_haughton @SocialMoves #custserv

June 22, 2011, 1:34 am
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@mike_nunes: @RichardNatoli It would be more a reflection of your #custserv or product, No?

June 22, 2011, 1:34 am
@action_jay: @RichardNatoli good, especially with the ability to work asynchronously with multiple customers vs one at a time on the phone #custserv
June 22, 2011, 1:34 am
@ImMarkBernhardt: #tap #tap #tap RT @BlakeLandau: @drnatalie it's Gulliver's travels. Every1 is fighting over how to crack the egg...#custserv ...
June 22, 2011, 1:34 am
@KnowledgeBishop: @RichardNatoli The'll pay for focus group data ignoring the wealth of free social data until their competitors smush em? #custserv
June 22, 2011, 1:34 am
@drnatalie: WOWOW all the gr8 comments and thought leadership on #custserv tonite!! SO inspired by you all! #cmo #pr #scrm
June 22, 2011, 1:34 am
@CustServGreeter: @drnatalie Can you share sources for those studies with us? #custserv
June 22, 2011, 1:34 am
@bridgetlhk: RT @MarshaCollier: Social media returns are tangible when prospective customers see that you give good #custserv Transparency pays!
June 22, 2011, 1:35 am
@drnatalie: @BlakeLandau I got my nutcracker out! #custserv #cmo #pr #scrm

June 22, 2011, 1:35 am
@mcontrol: Indeed! RT @GregOrtbach: Totally agree w/ using SM to connct. A convo is all about listening as well as talking #custserv cc: @HawaiianAir
June 22, 2011, 1:35 am
@greg_levin: Where social #custserv gets REALLY interesting is when orgs set up their OWN community platform where custs can interact & share.
June 22, 2011, 1:35 am
@MarshaCollier: @KathyHerrmann Offer the customer an alternative, similar product with an incentive #custserv
June 22, 2011, 1:35 am
@RichardNatoli: I understand a lot think social rules the world of #custserv, however it simply doesn't. Zappos as an example? Their svc is a marketed brand
June 22, 2011, 1:35 am
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@rbacal: @KnowledgeBishop focus group data way more valuable than SM because of the systematic data gathering #custserv
June 22, 2011, 1:35 am
@verygoodservice: @RoyAtkinson @drnatalie maybe reading a little poem to clients would help to establish the right #custserv culture amongst employees
June 22, 2011, 1:36 am
@BobChieppa: RT @greg_levin: Where social #custserv gets REALLY interesting is when orgs set up their OWN community platform where custs can interact & share.
June 22, 2011, 1:36 am
@BlakeLandau: Amen! :-] RT @drnatalie: @BlakeLandau I got my nutcracker out! #custserv #cmo #pr #scrm
June 22, 2011, 1:36 am
@KathyHerrmann: RT @MarshaCollier: @KathyHerrmann Offer the customer an alternative, similar product with an incentive > Great idea. #custserv
June 22, 2011, 1:36 am
@RichardNatoli: @KnowledgeBishop What of the companies with 10% of customers on SM? You have to augment SM data with focus groups then. #custserv
June 22, 2011, 1:36 am
@brenbt: RT @MarshaCollier: @KathyHerrmann Offer the customer an alternative, similar product with an incentive #custserv<have u seen this in action?
June 22, 2011, 1:36 am
@KathyHerrmann: Happy cust will sing ur praises. Unhappy cust who are converted to happy ones may sing louder. #custserv
June 22, 2011, 1:36 am
@bridgetlhk: Yes, please! RT @CustServGreeter: @drnatalie Can you share sources for those studies with us? #custserv
June 22, 2011, 1:36 am
@Thos003: @MarshaCollier Not only can you offset some phone & offline #custserv costs, but social media can provide a marketing edge as well. #winning
June 22, 2011, 1:37 am
@drnatalie: cost of focus grp = $15 x 1/mo x 12 = $180K. cost of millions of customers giving U #custserv feedback on com (cont) http://deck.ly/~muZSc
June 22, 2011, 1:37 am
@LovelyLu: RT @KathyHerrmann: Happy cust will sing ur praises. Unhappy cust who are converted to happy ones may sing louder. #custserv
June 22, 2011, 1:37 am
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@RichardNatoli: @action_jay Here's where SM #custserv not measure up. Think of Comcastcares. You think Frank was paid the same as a rep? not by a longshot
June 22, 2011, 1:37 am
@evanhamilton: .@RichardNatoli I don't think social rules #custserv. I just think it's a powerful tool/dangerous missed opportunity.
June 22, 2011, 1:37 am
@kkostuck: RT @KathyHerrmann: ...Social can help accelerate responsiveness tho. #custserv < dramatically. More than anything else.
June 22, 2011, 1:37 am
@KathyHerrmann: @brenbt @MarshaCollier I haven't done research on the alternative incentive idea but have + personal experience. #custserv
June 22, 2011, 1:37 am
@bridgetlhk: RT @greg_levin: Where social #custserv gets REALLY interesting is when orgs set up their OWN community platfo (cont) http://deck.ly/~oDdyz
June 22, 2011, 1:37 am
@BarryBirkett: @greg_levin But do you get as full a story on those as independent forums? Not challenging - asking. #custserv
June 22, 2011, 1:37 am
@MarshaCollier: @greg_levin Communities make a huge difference! Customer interaction=social! #custserv

June 22, 2011, 1:37 am
@CustServGreeter: Hi there and welcome to the chat @Thos003 #custserv

June 22, 2011, 1:37 am
@Thos003: @MarshaCollier Quality Public #CustServ = Quality Marketing

June 22, 2011, 1:38 am
@RebeccaQuinn: What I see is social media custserv teams are effective as they are empowered to take action. Call centers aren't #custserv
June 22, 2011, 1:38 am
@gregortbach: How about a SM campaign targeting customers of competitors with long hold times to utilize your phone channel for #custserv
June 22, 2011, 1:38 am
@mcontrol: But @rbacal that focus grp data is more lmtd. in scope than SM outreach where you can skew results FOR your brand on the fly! #CustServ
June 22, 2011, 1:38 am
@KathyHerrmann: @evanhamilton @RichardNatoli True. Social is a channel but not the only one...unless that's where ur cust's
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congregate. :-) #custserv

June 22, 2011, 1:38 am
@ImMarkBernhardt: Comments are read / Wall posts are, too ... RT @verygoodservice: @RoyAtkinson @drnatalie reading a little poem to clients ... #custserv
June 22, 2011, 1:38 am
@action_jay: @RichardNatoli good point. We'll want to put seasoned reps in these public channels, not just entry level. #custserv
June 22, 2011, 1:38 am
@BlakeLandau: @RichardNatoli I'm pretty sure Frank's wage was not the issue...nor is it the issue at any other company attempting social #custserv
June 22, 2011, 1:39 am
@KathyHerrmann: RT @RebeccaQuinn: Social media custserv teams are effective as they are empowered to take action. > So give them room to service. #custserv
June 22, 2011, 1:39 am
@kkostuck: @bizshrink Ah yes, it was nice of him to welcome me! #custserv

June 22, 2011, 1:39 am
@CustServGreeter: @MarshaCollier There you are! #custserv

June 22, 2011, 1:39 am
@MarshaCollier: @brenbt RT Yes I have with a local appliance dealer, upon my advice. Worked very well @KathyHerrmann #custserv
June 22, 2011, 1:39 am
@RichardNatoli: @BlakeLandau So would it stand to reason that Social service might cost more (at least today) than other service channels? #custserv
June 22, 2011, 1:39 am
@drnatalie: @ImMarkBernhardt Comments are read / Wall posts are, too ... love this... we need a song!! anyone anyone! #custserv #sm #cmo #pr
June 22, 2011, 1:39 am
@brenbt: RT @KathyHerrmann: @brenbt @MarshaCollier I haven't done research on the alternative incentive idea but have + pers exp. #custserv<do tell!
June 22, 2011, 1:39 am
@evanhamilton: @RichardNatoli @action_jay Frank should have been in charge of customer satisfaction for Comcast. Instead he was left in a silo. #custserv
June 22, 2011, 1:39 am
@rbacal: @bridgetlhk Do you mean like the communities Google, Yahoo, Openx and most companies have? Lots of Q's no responses?
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#custserv
June 22, 2011, 1:40 am
@mike_nunes: RT @RichardNatoli: @KnowledgeBishop What of the Co. with 10% of customers on SM? You have to augment SM data w/focus groups then. #custserv
June 22, 2011, 1:40 am
@KathyHerrmann: @MarshaCollier Community is great opp for cust's to help other cust's. & oh yeah, drive down costs thru agent deflection. #custserv
June 22, 2011, 1:40 am
@mcontrol: So tru "What I see is sm custserv teams are effective as they are empowered to take action. Call centers aren't" #custserv via @RebeccaQuinn
June 22, 2011, 1:40 am
@SocialMoves: Negative twitter/VOC comments on competitor - #CSR triggers mobile alerts to assigned #sales to engage. #custserv
June 22, 2011, 1:40 am
@LovelyLu: The #cs team needs to have support & training so they can be empowered. #custserv
June 22, 2011, 1:40 am
@drnatalie: @RichardNatoli no #socialmedia #custserv costs less - that's what we R screaming about - singing... #scrm #sm #pr #cmo
June 22, 2011, 1:40 am
@RichardNatoli: @BlakeLandau My point on Comcast was they needed an executive to run social. That might lead to reduced or negative ROI. #custserv
June 22, 2011, 1:40 am
@greg_levin: @BarryBirkett Why wouldn't the story be full on such sites? Customers have the attention of both the org & fellow customers. #custserv
June 22, 2011, 1:40 am
@ImMarkBernhardt: ... As we give our best / #CustServ to you RT @verygoodservice: @RoyAtkinson @drnatalie reading a little poem to clients ... #custserv
June 22, 2011, 1:40 am
@BlakeLandau: @RichardNatoli I personally don't think it should cost more, unless you let a vendor trap you w/broken over-promised technology. #custserv
June 22, 2011, 1:40 am
@MarshaCollier: You net! RT @Thos003 Not only can you offset some phone & offline #custserv costs, but social media can provide a marketing edge as well.
June 22, 2011, 1:40 am
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@CustServGreeter: Hello @rbacal #custserv

June 22, 2011, 1:41 am
@g_haughton: RT @drnatalie: RT @verygoodservice: VERY GOOD READ--> @drnatalie As requested - http://bit.ly/iyBl8s #custserv #cmo #pr #scrm
June 22, 2011, 1:41 am
@KathyHerrmann: @rbacal @bridgetlhk But the communities u mentioned aren't monitored. Think that's key frm custserv perspective. #custserv
June 22, 2011, 1:41 am
@verygoodservice: @ImMarkBernhardt v true #custserv

June 22, 2011, 1:41 am
@Thos003: @CustServGreeter oh... very nice. An online #custserv chat greeter. #RealOnlineExamples
June 22, 2011, 1:41 am
@greg_levin: Just sayin, social #custserv isn't ALL about contacts via twitter & facebook. True #VOC is captured via company-hosted user sites.
June 22, 2011, 1:41 am
@mcontrol: RT @action_jay: @RichardNatoli good point. We'll want to put seasoned reps in these public channels, not just entry level. #custserv
June 22, 2011, 1:41 am
@BobChieppa: Dept. integration into your external communities can get direct feedback about products, offers, etc. Seen it change products & #custserv
June 22, 2011, 1:41 am
@KathyHerrmann: @RichardNatoli @BlakeLandau Doing social well requires exec buy-in...just like any other major corp strategy. #custserv
June 22, 2011, 1:41 am
@drnatalie: @Thos003 want real examples? http://bit.ly/mQOZY9 #scrm #custserv #sm #cmo
June 22, 2011, 1:42 am
@RebeccaQuinn: @KathyHerrmann Agree. Though all #custserv, SM & call call centers, should be equally empowered. (RT So give them room to service)
June 22, 2011, 1:42 am
@drnatalie: RT @KathyHerrmann: @RichardNatoli @BlakeLandau Doing social well requires exec buy-in...just like any other major corp strategy. #custserv
June 22, 2011, 1:42 am
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@LovelyLu: It's going where your customer is and needs you. #custserv
June 22, 2011, 1:42 am
@RichardNatoli: @drnatalie Then back to cost. Having a VP leading the social charge and personally helping customers costs more than a rep. #custserv
June 22, 2011, 1:42 am
@evanhamilton: @greg_levin Agreed. Be where your customers are...but also create great, productive places for them to be! #custserv
June 22, 2011, 1:42 am
@BlakeLandau: @RichardNatoli I think the problem wasn't Frank's team, it was the other siloed teams n their own tower doing their own thing. #custserv
June 22, 2011, 1:42 am
@drnatalie: RT @greg_levin: Just sayin, social #custserv isn't ALL about contacts via twitter & facebook. True #VOC is cap (cont) http://deck.ly/~nO6oa
June 22, 2011, 1:42 am
@4567eh: RT @MarshaCollier: You net! RT @Thos003 Not only can you offset some phone & offline #custserv costs, but social media can provide a marketing edge as well.
June 22, 2011, 1:42 am
@KathyHerrmann: @RebeccaQuinn Absolutely. God but I hate scripts & rigid triage steps. Help me help myself. Treat me like I'm not an idiot. #custserv
June 22, 2011, 1:42 am
@BlakeLandau: agreed...RT @KathyHerrmann: @RichardNatoli Doing social well requires exec buy-in...just like any other major corp strategy. #custserv
June 22, 2011, 1:42 am
@BobChieppa: @greg_levin It's a true integration of Communities, Social & care channels. Create one #custserv ecosystem for our customers
June 22, 2011, 1:43 am
@greg_levin: (BINGO) RT @evanhamilton: @greg_levin Agreed. Be where ur customers are...but also create great, productive places 4 them to be! #custserv
June 22, 2011, 1:43 am
@CustServGreeter: Blackbaud, Microsoft and Apple all have enormously successful communities, Some compoanies do not. #custserv
June 22, 2011, 1:43 am
@RichardNatoli: @BlakeLandau I think everyone agrees the rest of comcast didn't do Frank any favors. #custserv
June 22, 2011, 1:43 am
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@Valaafshar: Don't be on the wrong side of generational divide. 1/6 of humanity using social media. #SCRM will be table-stakes channel. #custserv #SMROI
June 22, 2011, 1:43 am
@g_haughton: RT @drnatalie: MUST READ!! RT @verygoodservice: @drnatalie and number 2 - http://bit.ly/jYUtyR #custserv #cmo #pr #scrm
June 22, 2011, 1:43 am
@ImMarkBernhardt: RT @KathyHerrmann: @RebeccaQuinn Absolutely. God but I hate scripts & rigid triage steps. Help me help myself. Treat me like I'm not an idiot. #custserv
June 22, 2011, 1:43 am
@verygoodservice: @drnatalie @KathyHerrmann @RichardNatoli @BlakeLandau That brings us back to the video staring the CEO! #custserv
June 22, 2011, 1:43 am
@gammill: @brenbt @kathyherrmann seeing a brand cares about customers builds huge equity #custserv
June 22, 2011, 1:43 am
@evanhamilton: YES. RT @BlakeLandau I think the problem wasn't the ComcastCares team, it was the other siloed teams doing their own thing. #custserv
June 22, 2011, 1:43 am
@gregortbach: @drnatalie Comments are read / Wall posts are, too nListening is key, and also seeing things throughn #custserv
June 22, 2011, 1:43 am
@drnatalie: @RichardNatoli executives control budgets. Then get out of the way & let #custserv #SM peps do their job!
June 22, 2011, 1:43 am
@KathyHerrmann: Let's flip things a bit more. How can social media make it easier for custserv to benefit from the expertise of other departments? #custserv
June 22, 2011, 1:43 am
@RichardNatoli: @KathyHerrmann I still don't see social #custserv as a major strategy. Unless you put phone, chat, email, US Mail, as strategies.
June 22, 2011, 1:44 am
@BlakeLandau: Yep RT @RichardNatoli: @BlakeLandau I think everyone agrees the rest of comcast didn't do Frank any favors. #custserv
June 22, 2011, 1:44 am
@MarshaCollier: @KathyHerrmann But a moderated community is best for a brand #custserv

June 22, 2011, 1:44 am
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@brenbt: RT @gammill: @brenbt @kathyherrmann seeing a brand cares about customers builds huge equity #custserv<Agreed! I've been a cust of many!
June 22, 2011, 1:44 am
@rbacal: @drnatalie Controlling budgets and "getting out of the way" isn't leadership and it doesn't work. #custserv #SM
June 22, 2011, 1:44 am
@KathyHerrmann: @gammill @brenbt Exactly. The co's I care about care about me. If I'm stuck (think monopoly), I'll leave at first chance. #custserv
June 22, 2011, 1:44 am
@salesforce: RT @KathyHerrmann: Let's flip things a bit more. How can social media make it easier for custserv to benefit from the expertise of other departments? #custserv
June 22, 2011, 1:44 am
@CustServGreeter: @Thos003 At your service. :) #custserv

June 22, 2011, 1:44 am
@mike_nunes: SM if nothing else can help eliminate the waste of the phone tree, a quick message, w/ a timely responsed is key to any #custserv
June 22, 2011, 1:45 am
@kkostuck: RT @RichardNatoli: I wonder where the reduced call volume really factors in here. #custserv < in IT contacts reduced no, crisis level yes
June 22, 2011, 1:45 am
@BarryBirkett: @kathyherrmann My worst #custserv exp have been calling to get internet service support. Hate when they know less than I do.
June 22, 2011, 1:45 am
@BlakeLandau: @KathyHerrmann Set up a system so its easy for reps to access info (Chatter?). Empower them to also tap SMEs w/in the org #custserv
June 22, 2011, 1:45 am
@KathyHerrmann: @MarshaCollier Agreed. Give community a chance to ans its own ques but moderator is there to make sure all Q's have answers. #custserv
June 22, 2011, 1:45 am
@verygoodservice: @RichardNatoli @KathyHerrmann Could you call it "distribution strategy" #custserv

June 22, 2011, 1:45 am
@drnatalie: @GregOrtbach Where's JoLo and Steven Tyler when U need them! -- WE NEED A hit SONG!!! #custserv #SM - Can't ge (cont) http://deck.ly/~RipTI
June 22, 2011, 1:45 am
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@greg_levin: Thanks guys - this was enthralling! Sorry to arrive so late & to cut out so quickly -- prior engagements. Gr8 discussion! #custserv
June 22, 2011, 1:45 am
@action_jay: @KathyHerrmann internal social can surface resources you didn't know you had. My IM list has everyone's title and ext. Useful! #custserv
June 22, 2011, 1:45 am
@drnatalie: @rbacal what does work? #custserv #SM

June 22, 2011, 1:45 am
@royatkinson: @RichardNatoli I agree - not strategy. Tool. That tool should have a strategy, but it;s not corp-level strategy. #custserv
June 22, 2011, 1:46 am
@RichardNatoli: Customer Service strategy needs to be consistent to deliver consistent experience. Channels only have nuances and best practices. #custserv
June 22, 2011, 1:46 am
@KathyHerrmann: RT @BlakeLandau: @KathyHerrmann Set up sys so its easy for reps to access info (Chatter?). Empower them to also tap SMEs w/in org #custserv
June 22, 2011, 1:46 am
@DarnCustomers: What Makes a Loyal Customer Valuable - the debate continues http://t.co/kLVDFCJ #custserv #vocnCool and relevant article
June 22, 2011, 1:47 am
@KnowledgeBishop: @RichardNatoli SM data is ONE piece. Focus group and survey data is also crucial. The key is to connect ALL data back to the crm. #custserv
June 22, 2011, 1:47 am
@gregortbach: @RichardNatoli Yes - no different than in-store experience. Consistency is KEY in #custserv
June 22, 2011, 1:47 am
@drnatalie: AGREED internal Chatter & external Listening & #sm #custserv- hear what customers R saying when they use product! KILLER feedback #scrm #cmo
June 22, 2011, 1:47 am
@ImMarkBernhardt: "Laissez-faire" model may not work but neither does micro-managing. Must find balance, Daniel-san. @rbacal cc @drnatalie #custserv
June 22, 2011, 1:47 am
@Valaafshar: @KathyHerrmann @salesforce Define product quality by customer's perception. #custserv can engage engineering faster to address quality.
June 22, 2011, 1:47 am
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@brenbt: RT @action_jay: @KathyHerrmann internal social cn surface resources U dnt know U had. My IM list has every1 title & ext. Useful! #custserv
June 22, 2011, 1:47 am
@KathyHerrmann: RT @action_jay: @KathyHerrmann internal social can sfc resources u didnt know u had. > Like internal collab tool. Ex: Chatter #custserv
June 22, 2011, 1:47 am
@Valaafshar: RT @RichardNatoli: Customer Service strategy needs to be consistent to deliver consistent experience. Channels only have nuances and best practices. #custserv
June 22, 2011, 1:48 am
@MarshaCollier: @KathyHerrmann That's where your 'community manager' comes in #custserv

June 22, 2011, 1:48 am
@gregortbach: We talk a lot about empowering staff... how about deliberately empowering customers using the channel of their choice? #custserv
June 22, 2011, 1:48 am
@BarryBirkett: @richardnatoli Why is a consistent #custserv exp more important that satisfying one? Great reps can sense right path.
June 22, 2011, 1:48 am
@BlakeLandau: @drnatalie @kathyherrmann you ladies are doing a great job moderating. This is the best #custserv I've attended thus far :-]
June 22, 2011, 1:48 am
@verygoodservice: Sorry guys, signing off - getting v late in London - As always big thank you to our hosts - good night everyone #custserv
June 22, 2011, 1:49 am
@CustServGreeter: yes! RT @MarshaCollier: @KathyHerrmann That's where your 'community manager' comes in #custserv
June 22, 2011, 1:49 am
@action_jay: @MarshaCollier @KathyHerrmann community managers? Sounds shifty. Just lookit @evanhamilton's beady little eyes. #custserv
June 22, 2011, 1:49 am
@KathyHerrmann: RT @Valaafshar: @KathyHerrmann @salesforce Define prod qual by cust's perception. can engage engineering faster to address quality #custserv
June 22, 2011, 1:49 am
@drnatalie: @BlakeLandau did we say we LOVE YOU!! lately? #custserv #SM

June 22, 2011, 1:49 am
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@DavidMc068: Got here late scanning stream to catch up #custserv

June 22, 2011, 1:49 am
@BobChieppa: & customer experience @MarshaCollier: @KathyHerrmann But a moderated community is best for a brand #custserv
June 22, 2011, 1:49 am
@KathyHerrmann: RT @MarshaCollier: @KathyHerrmann Thats where your community manager comes in > Key to strong corp community. #custserv
June 22, 2011, 1:49 am
@gregortbach: @verygoodservice Thanks for sharing your thoughts tonight in #custserv

June 22, 2011, 1:49 am
@BlakeLandau: @gregortbach You have to empower customers (let them engage in say Lithium communities) but also when super user is not so super. #custserv
June 22, 2011, 1:49 am
@salesforce: .@BlakeLandau Agree, #Chatter is an incredible tool 4 breaking down barriers, finding experts, & helping agents swarm on cases #custserv
June 22, 2011, 1:50 am
@drnatalie: did U know zappos considers themselves a company that provides SERVICE, that happens 2 sell stuff. how bout your co? #custserv #SM
June 22, 2011, 1:50 am
@MarshaCollier: Heh! RT @action_jay @MarshaCollier @KathyHerrmann community managers? Sounds shifty Just lookit @evanhamilton's beady little eyes. #custserv
June 22, 2011, 1:50 am
@RichardNatoli: @BarryBirkett I didn't mean to suggest consistency trumped quality service. I just assume high satisfaction as part. #custserv
June 22, 2011, 1:50 am
@KathyHerrmann: RT @BlakeLandau: @drnatalie @kathyherrmann u ladies are doing gr8 job moderating. This is best #custserv Ive attended > Thx. #custserv
June 22, 2011, 1:50 am
@drnatalie: and don't tell me not 2 compare your co to Zappos. Why wouldn't U want 2 go from $0-> $1B in 10 yrs? #custserv #SM
June 22, 2011, 1:50 am
@LovelyLu: Service has to be lived throughout the company. #custserv

June 22, 2011, 1:50 am
@bridgetlhk: RT @KathyHerrmann: @RichardNatoli @BlakeLandau Doing social well requires exec buy-in...just like any other major corp
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strategy. #custserv
June 22, 2011, 1:50 am
@Valaafshar: Customer experience success factors (in order of importance): People, Culture, Process & Tools. #SCRM #custserv #TSIA
June 22, 2011, 1:50 am
@ImMarkBernhardt: Great perspective RT @drnatalie: ... zappos considers themselves a company that provides SERVICE, that happens 2 sell stuff... #custserv #SM
June 22, 2011, 1:51 am
@gregortbach: @drnatalie Agreed. Hire for attitude, train for skill. :D #custserv
June 22, 2011, 1:51 am
@KathyHerrmann: Getting close to end so final Q. Why is customer service in the best position to lead #sm effort across the enterprise? #custserv
June 22, 2011, 1:51 am
@CustServGreeter: @drnatalie You said tha magic word - Zappos - please, everyone, pause for a sip of your favorite beverage. :) #custserv
June 22, 2011, 1:51 am
@leahnurik: RT @drnatalie: Welcome 2 twitter chat #3 - How does a social contact center benefit the entire company? #custserv #SM #scrm
June 22, 2011, 1:51 am
@KathyHerrmann: RT @drnatalie: and dont tell me not 2 compare your co to Zappos. Why wouldnt U want 2 go from $0-> $1B in 10 yrs? #custserv #SM #custserv
June 22, 2011, 1:52 am
@brenbt: I follow companies I LOVE and seek out those I'm unhappy with. I usually find those I love on Social Media #custserv
June 22, 2011, 1:52 am
@evanhamilton: @action_jay @MarshaCollier @KathyHerrmann It's just the glasses, really! #custserv ;)
June 22, 2011, 1:52 am
@gregortbach: @KathyHerrmann Final Q: Certainly it's one area where direct feedback can lead change. #custserv
June 22, 2011, 1:52 am
@BarryBirkett: @richardnatoli Okay. I have seen too many force structure at expense of #custserv exp to avoid needing reps who can think
June 22, 2011, 1:52 am
@BlakeLandau: In the age of social, #custserv is star of the show. No longer an ugly duckling banished to the sound proof basement! #drama
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June 22, 2011, 1:52 am
@RichardNatoli: @drnatalie Ask some and Zappos is a marketing company that branded service, and made a low margin in order to get high EBITDA. #custserv
June 22, 2011, 1:53 am
@drnatalie: executives at zappos said- what can we do different? I know... provide gr8 #custserv -- what a concept! take care of your customers! #sm
June 22, 2011, 1:53 am
@ImMarkBernhardt: CD for sale in the lobby RT @drnatalie: Comments are read ... love this... we need a song!! anyone anyone! #custserv #sm #cmo #pr
June 22, 2011, 1:53 am
@KathyHerrmann: RT @gregortbach: @KathyHerrmann Final Q: Certainly its one area where direct feedback can lead change. > Custserv is on front line #custserv
June 22, 2011, 1:53 am
@Valaafshar: @KathyHerrmann @salesforce Customer Services has most customer touch points. Every touch point matter. Delight UR customers #custserv #SMROI
June 22, 2011, 1:53 am
@KathyHerrmann: RT @BlakeLandau: In the age of social, #custserv is star of the show. No longer ugly duckling banished to sound proof basement! #custserv
June 22, 2011, 1:53 am
@RichardNatoli: @BarryBirkett I agree with you there. I have seen the same in many organizations. #custserv
June 22, 2011, 1:54 am
@BobChieppa: #custserv can be a great touch point for #SCRM but you need to do something with the data. What are you going to improve 4 future cust?
June 22, 2011, 1:54 am
@kkostuck: RT @RichardNatoli: @KathyHerrmann #custserv as a major strategy...phone, chat, email, US Mail < sm more efficient tactic, better capture
June 22, 2011, 1:54 am
@KathyHerrmann: RT @Valaafshar: @KathyHerrmann @salesforce Custserv has most cust touch points. Every touch point matter. Delight UR cust's #SMROI #custserv
June 22, 2011, 1:54 am
@mike_nunes: acronym police: CRM (customer relationship manager) http://bit.ly/He7EP #custserv

June 22, 2011, 1:54 am
@MarshaCollier: Thank you @KathyHerrmann @drnatalie for helping out & taking over my #custserv duties while i'm speaking at a
Page 39 of 43
6/22/11 12:41 PM
conference in Vegas.
June 22, 2011, 1:55 am
@BlakeLandau: Great chat tonight. I love me sum #custserv people. Thank you everyone!
June 22, 2011, 1:55 am
@tomasacker: RT @MarshaCollier: "Quality in a service or product is not what you put into it. It is what the customer gets out of it" ~Peter Drucker #custserv
June 22, 2011, 1:55 am
@evanhamilton: Social media is a TOOL, not a strategy. #custserv is the strategy, so they should lead social. See: http://bit.ly/mlsKax #custserv
June 22, 2011, 1:55 am
@KathyHerrmann: We're in the 5-min countdown. What do u really want to add to tonight's discussion? #custserv
June 22, 2011, 1:55 am
@gregortbach: Final Q: SM is also easy to adapt like a mom & pop shop moving the umbrellas to the front door during a downpour. #custserv
June 22, 2011, 1:55 am
@drnatalie: @MarshaCollier NO!! THANK YOU!! you rock star you- for providing a voice and place 4 this topic! #custserv #sm #cmo #pr
June 22, 2011, 1:55 am
@BobChieppa: RT @evanhamilton: Social media is a TOOL, not a strategy. #custserv is the strategy, so they should lead social. See: http://bit.ly/mlsKax #custserv
June 22, 2011, 1:56 am
@DavidMc068: So custserv os key to success if social is your strat?RT @BlakeLandau: In the age of social, #custserv is star of the show...
June 22, 2011, 1:56 am
@KnowledgeBishop: Connect NPS data, focus group data and social data: Use it to sculpt improved customer experiences. #custserv
June 22, 2011, 1:56 am
@LovelyLu: RT @evanhamilton: Social media is a TOOL, not a strategy. #custserv is the strategy, so they should lead social. See: http://bit.ly/mlsKax
June 22, 2011, 1:56 am
@KathyHerrmann: @MarshaCollier I loved being you! What a pleasure to "be" one of the cool folks tonight! #custserv
June 22, 2011, 1:56 am
@MarshaCollier: @BlakeLandau #custserv is no longer in the closet or run by tradition with #sm
Page 40 of 43

June 22, 2011, 1:56 am
6/22/11 12:41 PM
@CustServGreeter: Don't forget to check out @drnatalie 's video on this topic at http://youtu.be/e1SfQaMSbH0 #custserv
June 22, 2011, 1:57 am
@ImMarkBernhardt: "Custserv is on front line" is adversarial (offense/defense). Try, "Custserv is closest to the cust." @gregortbach @KathyHerrmann #custserv
June 22, 2011, 1:57 am
@gregortbach: @RichardNatoli @evanhamilton Social Media is a TOOL for strategy and a STRATEGY for tools ;) #custserv
June 22, 2011, 1:57 am
@mcontrol: ty for all the #custserv goodness! You ALL rock it! I'm #grateful
June 22, 2011, 1:57 am
@drnatalie: @MarshaCollier its our honor to be here and participate! WE LOVE U & your books on #custserv #SM ! http://bit.ly/eur7Ai
June 22, 2011, 1:57 am
@RichardNatoli: By the way. After product returns (pretty important in retail) Zappos was actually less than a 1bill company. #custserv Just saying.
June 22, 2011, 1:57 am
@ImMarkBernhardt: #AWEandthenSOME RT @GregOrtbach: @RichardNatoli @evanhamilton Social Media is a TOOL for strategy and a STRATEGY for tools ;) #custserv
June 22, 2011, 1:57 am
@MarshaCollier: RT @RichardNatoli: @drnatalie Ask some and Zappos is a marketing company that branded service, and made a low margin in order to get high EBITDA. #custserv
June 22, 2011, 1:57 am
@CustServGreeter: @DavidMc068 Glad you came by this evening! #custserv

June 22, 2011, 1:58 am
@iangertler: @KnowledgeBishop re: Connect NPS data, focus group data and social data: Use it to sculpt improved customer experiences. #custserv > Smart!!
June 22, 2011, 1:58 am
@Valaafshar: @salesforce - Comments from @benioff regarding 'social enterprise': It's more than just social people http://bit.ly/jYjcb8. #custserv #SMROI
June 22, 2011, 1:58 am
@drnatalie: @IanGertler hey you! glad 2 see you in the stream! #custserv #SMROI
June 22, 2011, 1:58 am
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6/22/11 12:41 PM
@evanhamilton: @action_jay Thanks so much! @UserVoice trying to make #custserv better, just like everyone here. :)
June 22, 2011, 1:58 am
@CustServGreeter: Thanks to chat host @MarshaCollier and shout out to @JeffreyJKingman who had to miss this evening #custserv
June 22, 2011, 1:58 am
@kkostuck: @CustServGreeter IBM did #sm early internally. It enabled massive global services profits #custserv
June 22, 2011, 1:58 am
@gregortbach: Thanks again everyone for another solid hour pursuing my passion. Feel so blessed to engage with you weekly! #custserv
June 22, 2011, 1:59 am
@CustServGreeter: Thanks @drnatalie for the topic #custserv

June 22, 2011, 1:59 am
@drnatalie: @CustServGreeter AGREED --> THANKS Go @ U ALL 4 gr8 work U do in #custserv & #sm -- wowowow! really!
June 22, 2011, 1:59 am
@KathyHerrmann: Shameless plug before we end. Check out @drnatalie's vids & our WP on social CustServ. Vids based on paper. http://ht.ly/5nlco #custserv
June 22, 2011, 1:59 am
@BlakeLandau: Love that! (I'm relieved) RT @MarshaCollier #custserv is no longer in the closet or run by tradition with #sm
June 22, 2011, 1:59 am
@BobChieppa: RT @kkostuck: @CustServGreeter IBM did #sm early internally. It enabled massive global services profits #custserv
June 22, 2011, 1:59 am
@bridgetlhk: I think people are demanding #custserv & attention. To stay in business we need to listen & do better than the rest.
June 22, 2011, 1:59 am
@drnatalie: RT @BlakeLandau: Love that! (I'm relieved) RT @MarshaCollier #custserv is no longer in the closet or run by tradition with #sm
June 22, 2011, 1:59 am
@drnatalie: RT @bridgetlhk: I think people are demanding #custserv & attention. To stay in business we need to listen & do better than the rest.
June 22, 2011, 1:59 am
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6/22/11 12:41 PM
@RichardNatoli: Do people really think Hsieh took a 35k salary because he was NOT planning the sale of the company? :) #custserv Excellent marketing tho
June 22, 2011, 1:59 am
@LovelyLu: Thank you @drnatalie and all for a great chat! #custserv
June 22, 2011, 1:59 am
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Page 43 of 43

How Does A Social Contact Center Benefit The Entire Company?

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How Does A Social Contact Center Benefit The Entire Company?

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#custserv on Twitter | All Tweets | 2011-06-22 | TweetReports

2011-06-22 to 2011-06-22 510 Twitter search results

53 contributors 157 retweets 214 @replies

@RichardNatoli: Howdy #custserv

@KathyHerrmann: @CustServGreeter Glad to meet cha again tonight! #custserv

@ImMarkBernhardt: Howdy, Richard! RT @RichardNatoli: Howdy #custserv

#custserv on Twitter | All Tweets | 2011-06-22 | TweetReports

@ImMarkBernhardt: Hi, Jay! @action_jay #custserv

@KarenLocker: Hi alln #Custserv

@CustServGreeter: Greetings! @BlakeLandau @verygoodservice @RichardNatoli #custserv

@CustServGreeter: @drnatalie Would you care to get us started? #custserv

@action_jay: @ImMarkBernhardt good to see ya! #custserv

#custserv on Twitter | All Tweets | 2011-06-22 | TweetReports

@CustServGreeter: @Marcio_Saito We'll miss you! #custserv

@drnatalie: @BarryBirkett welcome - hope your service is good! #custserv

@KathyHerrmann: @BlakeLandau Whatcha tink? #custserv

#custserv on Twitter | All Tweets | 2011-06-22 | TweetReports

#custserv on Twitter | All Tweets | 2011-06-22 | TweetReports

@CustServGreeter: Hello @evanhamilton @BarryBirkett @IntelliResponse @bridgetlhk #custserv

#custserv on Twitter | All Tweets | 2011-06-22 | TweetReports

@RichardNatoli: @berkson0 I am trying to be nice! #custserv

@LovelyLu: Hi everyonen #custserv

#custserv on Twitter | All Tweets | 2011-06-22 | TweetReports

@CustServGreeter: Hi there @KnowledgeBishop @mcontrol @berkson0 @LovelyLu #custserv

#custserv on Twitter | All Tweets | 2011-06-22 | TweetReports

@LovelyLu: Hi @GregOrtbach @CustServGreeter #custserv

@Mcmoop: Happy staff make happy customers. #custserv

#custserv on Twitter | All Tweets | 2011-06-22 | TweetReports

@LovelyLu: @kkostuck Hey Kathleen - plenty of seats! #custserv

#custserv on Twitter | All Tweets | 2011-06-22 | TweetReports

@MarshaCollier: @royatkinson Apologies - emergency issue. Will tweet as I can #custserv

@KathyHerrmann: @MarshaCollier Thanks for having us tonight. #custserv

@royatkinson: @MarshaCollier No problem - we're rolling right along. #custserv

@gregortbach: Thanks for RT's @drnatalie and @blakelandau #custserv

#custserv on Twitter | All Tweets | 2011-06-22 | TweetReports

June 22, 2011, 1:15 am

@verygoodservice: @drnatalie As requested - http://t.co/rO2kW6J #custserv #cmo #pr #scrm

@CustServGreeter: @drupalpanda @kkostuck @KarenLocker @Mcmoop Hi there and welcome! #custserv

#custserv on Twitter | All Tweets | 2011-06-22 | TweetReports

#custserv on Twitter | All Tweets | 2011-06-22 | TweetReports

@verygoodservice: @drnatalie Thank you - blushing now - #custserv

#custserv on Twitter | All Tweets | 2011-06-22 | TweetReports

@CustServGreeter: @mike_nunes @salesforce Good evening and thanks! #custserv

#custserv on Twitter | All Tweets | 2011-06-22 | TweetReports

June 22, 2011, 1:20 am

@drnatalie: @bytcrmgal welcome back! #custserv #cmo #pr #scrm

#custserv on Twitter | All Tweets | 2011-06-22 | TweetReports

June 22, 2011, 1:21 am

@RichardNatoli: @drnatalie It's changing for some businesses. #custserv

#custserv on Twitter | All Tweets | 2011-06-22 | TweetReports

@CustServGreeter: Hello and welcome @ntalukdar3 @Valaafshar #custserv

#custserv on Twitter | All Tweets | 2011-06-22 | TweetReports

June 22, 2011, 1:24 am

@CustServGreeter: Hi there @rapidbuyr @ImMarkBernhardt #custserv

#custserv on Twitter | All Tweets | 2011-06-22 | TweetReports

#custserv on Twitter | All Tweets | 2011-06-22 | TweetReports

#custserv on Twitter | All Tweets | 2011-06-22 | TweetReports

@CustServGreeter: Hello and welcome! @philnovack @RebeccaQuinn #custserv

#custserv on Twitter | All Tweets | 2011-06-22 | TweetReports

@evanhamilton: @kkostuck Investment = time, generally. Return = signups/customers/payments. #custserv

#custserv on Twitter | All Tweets | 2011-06-22 | TweetReports

#custserv on Twitter | All Tweets | 2011-06-22 | TweetReports

@drnatalie: @IntelliResponse I'm dreaming of canada... #custserv #cmo #pr #scrm