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.
We spend so much time thinking about call deflection, setting up Live Chat, ROI of Twitter customer service, delighting the customer… But I'm wondering how...
I've been thinking a lot lately about 'trial and error'. I've also been reading Henry Petroski's book 'To Engineer is Human: The role of...
I met up with Joshua March earlier today of Conversocial, who are doing some excellent things in the social media customer service space at...
I was watching this video a moment ago – Productivity Future Vision (2011) – and it made me think about the way we make...
In 1999, the Cluetrain Manifesto was written by Rick Levine, Doc Searls, Christopher Locke and David Wienberger. The authors put forward the idea of...
I was having an interesting chat the other morning with Hans Grefte, Product Director at iCasework, a company that provides case management solutions to...
I was fixing my dishwasher this morning. Well, looking at it intently with the vain hope of fixing it at the back of my...
I was reading/listening to @Jowyang's recent post/webinar – Video Replay: 10 Reasons Customer Care Has Changed and How to Build a Strategy. Whilst I...
I've come across a few apps recently which allow people to report a whole variety of issues from potholes in the road, graffiti, problems...
So your organisation wants to use Twitter, Facebook, Google+, YouTube, Yammer, Posterous, wikis, forums, communities as part of your customer service proposition or perhaps...
I'm reading Clay Shirky's excellent book – Cognitive Surplus – at the moment. On page 176 he writes: "Getting what we celebrate highlights the tension...
I was reading Michael Dell's question the other day about using Google+ Hangouts for customer service. I think it's a great idea, and judging by...
This is the first post I've written for a few weeks and since my last post, my Klout score has miraculously risen from 52...
I was recently asked by the Institute of Customer Service to write an article in response to a report they commissioned - Return on...
I was having fish and chips the other day with my sons. The waiter came over bringing the menus with him. A few minutes...
I've been speaking to quite a few companies recently and many of them are undertaking change programmes looking at getting the basics right. Fixing...
I was invited to speak at 'DigitalShoreditch' about the gamification of customer service. I've followed the use of game elements within customer service for...
I came across Zendesk's 'nifty real-time support map' a moment ago. What I found fascinating was how they had taken a number of different...
I hadn't thought much about how QR codes could be used for customer service until recently. I was at a conference and the ever...
I was playing around with InMaps a moment ago. Actually I was trying to make sense of the different coloured groupings in my network....