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.
Social customer care: There’s a number for all seasons
I was thinking about the power of numbers yesterday as I scanned the tweets and RTs that appeared under the hashtag #custserv. This got...
Social customer care: Take the guesswork out of being open
I've been thinking recently about the huge shift that is taking place within the world of customer service as a result of social. What...
The riddle of replying on Twitter
I read an article in the FT the other week by Lucy Kellaway – Twitter is no way to manage a smelly mess (published...
My response to Brian Solis’ – Social Business Takes a Human Touch, No Really
I was reading Brian Solis' recent post yesterday - Social Business Takes a Human Touch, No Really – and commented on it. I thought...
Social customer care: Random thoughts on complaining and ‘real-time’
There has been much written about the notion of 'real-time' in social, and from what you read it appears to be one of the...
Pay with a bump: A sign of things to come
I was recently sent a YouTube video showing the latest PayPal iPhone app. The idea that you can simply pay for something by ‘bumping’ or...
Social media customer service: Software doesn’t make you open, authentic or empathetic
I was reading about the launch of another two software products over the last few days that will help organisations to better manage their...
Social media customer service: Being social doesn’t mean you’re helpful
We’ve been having a problem with our company’s Facebook page over the last few months and getting a response, any response, out of Facebook...
Social media customer service: Letting your customers create a support platform
I was reading an article about Intel’s recent launch of their ‘Intel Newsroom‘. The idea behind the online newsroom was to make it into...
Social Media and Customer Service
Can social media be used to service your customers? It is fast, interactive, and convenient for end-customers. But, at the same time,...
Social media customer service: What are my opening hours?
I often get asked or hear the question being asked at conferences or roundtables about social media customer service: We’re on Twitter, do I...
Social media customer service: An open apology, it’s taken me awhile to wake up
I’ve got to hold up my hands and apologise: ‘I’m Guy1067, and I’m sorry’. Here’s why. I was walking home the other day and it...
Social media customer service: the revolution is in the mindset not the tools
I was reading an article this morning called ‘Social Media Revolution’ which was published in ‘Call Centre Focus’. The article presents the main points...
The diversity of social media customer service
I recently attended two events where the use of social media within customer services was discussed. What was interesting for me were the very...
The paranoia of measuring everything and nothing
Following on from a conversation I had with a friend from a major telco recently, I started thinking about how we use metrics. We often...
What’s the ROI of social media? Dunno, what do you want it to be?
I was catching up with a friend of mine the other day who works for an agency specialising in the B2B sector. He mentioned...
The rise of social knowledge
I was giving a talk the other week about the impact of social media on customer service and touched on the idea of knowledge,...
Twitter customer service fail
Over the last week or so, since I realised I wasn’t able to log in to my Twitter account, I’ve tried to contact Twitter...
Random thoughts on the impact of social media on customer service, complaints, companies
Hey people, let’s go easy on companies. We give them a pretty hard time. We’re rarely satisfied, always quick to react, often changing the...
The myth of social media customer service
Don’t get me wrong I’m a huge advocate of social media customer service. I can see it’s value, I’ve experienced it first hand. I...