Guy Stephens

Finding your tone of voice in social customer care

I often get asked: How does a company finds its tone of voice on social customer care? It’s a difficult question to answer, and often it’s easier to understand what your tone of voice isn’t. Harder still to articulate a definition of your tone...

Social Customer Service in the Middle East & Malaysia #socialcustcare

The following post originally appeared on Social Media Today. I’ve been coming to the Middle East and Malaysia since 2011 running workshops on social customer care. Those first couple of years were hard work: literally me at the front talking for three days, trying to...

#Socialcustcare: Time for a change

For some time now I’ve been thinking that social customer care is ready for a change. I’ve felt that change was overdue, but I couldn’t see where it was going to come from. I wasn’t able to articulate it, even though I’ve talked about...

On the importance of #socialcustcare

The following post is reproduced from the Econsultancy blog where I was interviewed about the importance of social customer care – Q&A: IBM’s Guy Stephens on the importance of social customer service. Using social media channels for customer service is a key way to remain...

On thinking about four years of #socialcustcare response time

I was reading through another one of those surveys the other day where a company Tweets a number of different organisations the same question and then sees how quickly they respond (if at all). The survey this time was by Veeqo – Top 10...

Social Customer Care and the Maker Movement #socialcustcare

I was reading “The Maker Movement and Its Impact on Supply Chain Transformation” by Brian Solis recently. Solis defines the Maker Movement as follows: “It a manifestation of the DIY (Do It Yourself) or DIWO (Do It With Others) culture where everyday people design,...

What have we learned from five years of social customer care #socialcustcare

The following post originally appeared in MyCustomer.com. 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 customer service on LinkedIn, BT experimenting with emerging metrics such as Net Easy,...

Taking the [Google] driver out of #socialcustcare

I’ve been thinking a lot lately about – one thing. That one thing came about after the recent flurry of articles and news reports on Google’s self-driving cars. Change one thing, in this case – remove the driver – and it fundamentally changes the...

Towards a more serendipitous and spontaneous form of customer service

Slides from Mary Meeker’s, Internet Trends 2014 – Code Conference I was reading through Mary Meeker’s latest report on internet trends: Internet Trends 2014 - Code Conference. As I read through it I was trying to think about what it tells us about how customer service might develop...

Social Customer Care: Some random musings on a Tuesday morning

The distinctions we’ve been making for the past few years between the different approaches to customer service – traditional customer service, social customer care, self-service - all seem to be organically levelling out in favour of a type of ‘digitisation’ of customer service (as opposed to...

Does social customer care exist or is it simply ‘lipstick on a pig’?!

I’ve been running a LinkedIn group – where social media meets customer service – for the last four or five years, and someone recently posed the question: What is your take on the fact that so many airlines offer social customer service during regular business...

Social Customer Care: What does #Tweetserve tell us about the future of digital customer...

I read with interest about O2?s launch of #TweetServe – O2 launch #TweetServe – Customer Service via Twitter. #TweetServe is described as "a new way for customers to find out a range of account information, without having to phone Customer Service." It's good to see...

Social customer care: Ephemerality and impermanence

I've been thinking about the idea of impermanence for awhile now as it pertains to social customer care. Tenuous perhaps, but this train of thought, this idea of – impermanence – has been sitting at the back of my mind, nagging away; I can't...

Social customer care: What happens when you let your customers design their customer service?

Social customer care: What happens when you let your customers design their customer service? 8 November 2013 tags: customer service, social customer care, social media customer service This question stems from a response Lyle Fong gave to Ray Wang in an interview back in 2011.…

A moment’s reflection on social business

It is difficult talking about social business without immediately falling into a language of cliches, appropriated words and somewhat playful word acrobatics – disruption, openness, trust, collaboration, participation, authenticity, transparency, decentralisation, reciprocity amongst the more mainstream ones. These words are bandied casually around like...

Social customer care and identical people

I want my agents to be the same I want my agents to say the same thing, time and time again, over and over again I want my agents to think the same I want my agents to give the same experience time and time…

Social Customer Care: Who wins at the margins of customer service

The following is a post I recently wrote for CMIQ as part of Customer Service Week. ————————————————————— I've read a few articles recently about Millennials, Generation C (that's 'Connected' for those not in the know) and the rise of digital self-service, and on a personal...

Social customer care: Mayday, Vine and hope

The following is a post I wrote on Econsultancy's blog recently. ——————————————– Social customer care has been around for roughly five years and I'm wondering how much it has really moved on in that time, since the first Tweet was sent by Frank Eliason, #Twelpforce,…

Social Customer Care: Will Google make a play?

I've been wondering for some time now why Google hasn't made more of a play in the social customer care space. I seem to start most of my posts with–I've been wondering … or–I've been reading … I remember writing a post in 2011 ...

Social customer care: How many Vine videos is a lost bag worth?

Over the last day or so I've been reading a number of different posts about @HVSVN and his purchase of a Promoted Tweet to complain about the service he received from British Airways. Last week I read about @NatWest_Help and their use of Vine videos.…

New Posts