Member Since: 28th Nov 2015
9th Sep 2014
What have we learned from five years of social media customer service?
As I write this post looking back on five years of social customer care , I'm also catching up on various stories about KLM launching 24/7...Channels
22nd Apr 2013
From innovation to stagnation: Has social customer care gone stale?
After the pioneering days of Frank Eliason, has social customer care become outmoded? Guy Stephens poses questions we must answer. As I...Channels
19th Jul 2010
Crowdservice: The future of customer support?
How is the growing trend for sourcing customer support from the crowd impacting the customer service sector? Guy Stephens explores. You're...Management
10th Mar 2010
All change: The four trends reshaping customer service
Social media is gradually pushing, cajoling and challenging companies to redefine, re-evaluate and at times re-engineer the way in which...Management