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...

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...

#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...

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...

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...

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...

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...

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...

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....

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,...

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...

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...

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...

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...

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,...

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...

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,...

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...

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...

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...

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