Author Archive | Guy Stephens

Social customer care: Ephemerality and impermanence

Blog post by on November 16, 2013

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 …

A moment’s reflection on social business

Blog post by on November 4, 2013

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. …

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

Blog post by on October 16, 2013

The following is a post I recently wrote for CMIQ [a division of IQPC] as part of Customer Service Week. ————————————————————— I’ve read a few articles recently about Millennials, Generation C (that’s ‘Connected’ for those not in …

Social customer care: Mayday, Vine and hope

Blog post by on October 8, 2013

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 …

Social Customer Care: Will Google make a play?

Blog post by on September 13, 2013

I’ve been wondering for some time now why Google [not really sure which bit of Google to link to???] hasn’t made more of a play in the social customer care space. I seem to start most of …