Author Archive | Guy Stephens

Taking the [Google] driver out of #socialcustcare

Blog post by on June 27, 2014

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 …

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 …