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Guy Stephens

Guy Stephens
Guy is a social customer care trainer/consultant who has been in the social customer care space since 2008. He is also the Co-founder of Snak Academy, which provides online social customer care microlearning for individuals and SMEs.

Is social customer care the catastrophe?

I was reading a very interesting post by Harold Jarche a moment ago – The Social Imperative. In the post, Jarche writes: "The fundamental...

Social customer care & Metrics: Who are they helping?

I read an article the other day by Neil Davey (Editor, MyCustomer) – Measuring the Effectiveness of Social Customer Service. I'm always interested...

Social customer care: NHSDirect and empathy? Or is it me?

I was looking up the Twitter handle for NHS a moment ago as I wanted to add them to a leaderboard I created –...

A thought on social customer care & 21st century ‘fluencies’ #socialcustcare #custserv

I came across a post by Tony Reeves on his blog – Techtrees – a moment ago – Global Fluency and 21st Century Skills....

Social customer care: From innovation to stagnation: Has social customer care gone stale?

The following is a post I originally wrote for MyCustomer.com (22 April 2013). After the pioneering days of Frank Eliason, has social customer care become...

Social customer care and leaderboards: Some initial thoughts

I've been following the development of leaderboards for awhile now, and have recently, on the back of a Leaderboarded/PeerIndex campaign, set up a UK...

The literacy of [social] business

The future of digital culture – yours, mine, and ours – depends on how well we learn to use the media that have infiltrated,...

Exploring the idea of the ‘social network as production line’

The following is a brief talk I gave at the MRS Annual Conference 2013 – Shock of the New (20.03.13). What I'd like to explore...

Is my collaboration your collaboration? Let’s talk

I was reading a post a moment ago by @Marie_Wallace – The Social Business Struggle. This led me to another post by @hjarche –...

I must be social!

Someone told me we're all social now. ——————————————————————- Twitter – check Facebook – check WordPress – check / Tumblr – no FourSquare – check /…

The resilience of social

I was reading a post by @StoweBoyd a moment ago – Moving beyond the current understanding of social: From steady-state to postnormal. He writes towards...

Disruption, old models and exploration

The following post originally appeared on Capgemini's Customer Experience blog which I write for occassionally. —————————————————– I'm reading a lot of blogs, whitepapers and articles…

The beautiful collision of social media and customer ingenuity

I was reading a couple of posts recently in which some things really resonated (I'm not a fan of the word 'resonated', but can't...

Enterprise Social Networks, Forgetting and Building New Archives

I'm spending an increasing amount of time at the moment thinking about enterprise social networks (ESN) and the internal workings of organisations. There is...

The value of enterprise social networks #esn

I published the following post on Capgemini's Technology blog – Capping IT Off – and thought I would reproduce it here. Over the last...

Social customer care: Do customers know?

I've spent a lot of time recently thinking about digital literacy as it pertains to organisations. Howard Rheingold talks about five literacies – attention,...

Social customer care: Life’s a journey into the unknown

I was having a – Friday afternoon thought – a moment ago about social media and a career. I'm not one of those people who...

Social customer care: You are not important!

I was wondering a moment ago just how important businesses are to their customers. Over the last few years social media has been catalytic in...

Social customer care: Random thoughts on being ungrateful on a Friday night

I flew #RoyalBruneiAir a couple of months ago. I Tweeted a week or so before I left asking what their service was like. @RoyalBruneiAir...

Social customer care and ‘digital literacy’

I've been watching a number of YouTube videos recently featuring Howard Rheingold talking about 'digital literacy'. Howard Rheingold Digital Literacies People of the Screen, Rick…

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