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Tag Archive: #custserv
What Difference Does 5 Years Make?: Millennial Channel Preference
How have Millennial channel preferences for contacting consumer affairs changed over the past 5 years?
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Transforming CRM through Speech Recognition
New speech recognition technology is evolving the standard of phone call-based customer service.
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Integrate Social Media into Your Customer Care Service Model
Today’s more advanced social customer care activities require coordination among key stakeholders — namely, marketing, consumer affairs and external brand agencies.
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Social Customer Care: National Champion
The following post was adapted from Social Media Customer Care National Champion on johnmacdaniel.net. Congratulations to Duke University. After starting with 68 teams, you clearly are the NCAA 2015 Basketball Champion. However picking a National Champion for Social Customer Care isn’t nearly as objective. Over the last two blogs, Social[…]
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Social Customer Care 2015: Elite Eight
The following post was adapted from Social Media Customer Care Elite Eight on johnmacdaniel.net. As the tournament whittles the remaining teams down to an Elite Eight, as promised in my last post, here is is the Social Customer Care Elite Eight. These tips focus specifically on what Social Customer Care[…]
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Social Customer Care 2015: Sweet 16
The following post was adapted from Social Customer Care 2015 Sweet Sixteen on johnmacdaniel.net. March Madness is upon us, and many of us will be eagerly checking scores and reviewing our NCAA Basketball bracket. As we whittle down the field to the Sweet Sixteen, the Final Four and, ultimately, National[…]
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Saying YES to Excellence this Customer Service Week
As members of the customer care community, we are celebrating Customer Service Week at Telerx this week. In case you are unfamiliar with the concept, Customer Service Week is an international event devoted to recognizing the importance of customer service in business. It’s also a time to honor those who[…]
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FDA Webinar on Social Media Guidance
The FDA held a webinar last week regarding their recently-issued Social Media Guidance documents. Though many who registered were unable to access the webinar due to technical difficulties, the presentations slides and Q&A document were posted to the FDA website. In reviewing the slides, there were no major revelations presented[…]
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5 Best Practices for Pharma Social Media
The FDA’s most recent guidance has sparked lots of questions and conversations about how Pharmaceutical companies can effectively use social media. Given the regulatory challenges in social media, here are 5 best practices for pharmaceutical companies interested in using social media: Identify clear and specific objectives that lend themselves to[…]
Read MoreTake a Step Back and Look. The World is Changing Around You.
We are often too busy to have the time to take a step back and see what is going on around us. There are macroeconomic, demographic, social and climate trends that are going to have a major impact on how we support patients and consumers in the not-so-distant future. Exploding[…]
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