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: Do you ‘get’ your customer?
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...
Social customer care: Hypotheses, notions of failure and freedom
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...
Social customer care becomes a verb
I met up with Joshua March earlier today of Conversocial, who are doing some excellent things in the social media customer service space at...
Social customer care: Service without email
I was watching this video a moment ago – Productivity Future Vision (2011) – and it made me think about the way we make...
Social customer care: Four quotes and a global conversation
In 1999, the Cluetrain Manifesto was written by Rick Levine, Doc Searls, Christopher Locke and David Wienberger. The authors put forward the idea of...
Social customer care: When Twitter and Facebook become traditional
I was having an interesting chat the other morning with Hans Grefte, Product Director at iCasework, a company that provides case management solutions to...
Social customer care: ‘Socialising’ the humble instruction manual
I was fixing my dishwasher this morning. Well, looking at it intently with the vain hope of fixing it at the back of my...
Social customer care: Jowyang, customer care hasn’t changed
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...
Social customer care: The power of apps
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...
Social customer care: It’s a way of thinking not a technology
So your organisation wants to use Twitter, Facebook, Google+, YouTube, Yammer, Posterous, wikis, forums, communities as part of your customer service proposition or perhaps...
Social customer care: The uncertain possibilities of ‘different’
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...
Social Customer Care: Dell & Google+ Hangouts as a #custserv channel
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...
Social customer care: Where do you look?
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...
Social customer care: Moving beyond transactional customer relationships with social media
I was recently asked by the Institute of Customer Service to write an article in response to a report they commissioned - Return on...
Social customer care: Thinking about the wait
I was having fish and chips the other day with my sons. The waiter came over bringing the menus with him. A few minutes...
Social customer care: Back to basics, it’s about customer service, not social
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...
Social customer care: The gamification of customer service
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...
Social customer care: Zendesk’s ‘nifty’ real-time support map
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...
Social customer care: QR codes and self serve
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...
Social customer care: The power of visualising our service ecosystem
I was playing around with InMaps a moment ago. Actually I was trying to make sense of the different coloured groupings in my network....