Tag: #custserv

  • What Difference Does 5 Years Make?: Millennial Channel Preference

    What Difference Does 5 Years Make?: Millennial Channel Preference

    How have Millennial channel preferences for contacting consumer affairs changed over the past 5 years?

  • Transforming CRM through Speech Recognition

    Transforming CRM through Speech Recognition

    New speech recognition technology is evolving the standard of phone call-based customer service.

  • Integrate Social Media into Your Customer Care Service Model

    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.

  • Social Customer Care: National Champion

    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 Customer Care Sweet Sixteen and…

  • Social Customer Care 2015: Elite Eight

    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 agents can be doing while…

  • Social Customer Care 2015: Sweet 16

    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 Champion, I thought it was…

  • Saying YES to Excellence this Customer Service Week

    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 work in industry — supporting…

  • FDA Webinar on Social Media Guidance

    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 during the webinar and our…

  • 5 Best Practices for Pharma Social Media

    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 social media outlets: Activities such…