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Jessica Guzman

D12Hw3 - 0 views

books.google.com/books

shared by Jessica Guzman on 26 Mar 11 - No Cached
  • Jessica Guzman on 26 Mar 11
     
    This a great example of customer service in a medium, how on EBay even though it great on showing you where to leave feedback it is, tough to figure out how to solve a problem.Contacting EBay about it, it lacks in a easy way to attend to the customers problems but like it saids that In the "The Web Is a Customer Service Medium by Paul Ford that they loose that contact "without fear of losing sale."
Mark McLoone

"The Master Switch", digital citizenship, and WWIC - Artichoke - 0 views

artichoke.typepad.com/...ital-citizenship-and-wwic.html

Apple Carolyn Marvin choice consumer culture customer service cyber-citizens Frank Mort freedom Google Larry Cuban net neutrality openness Paul Ford politics The Making of the Consumer The Master Switch Tim Wu WWIC

shared by Mark McLoone on 26 Mar 11 - No Cached
  • Mark McLoone on 26 Mar 11
     
    This article, in terms of WWIC, directly quotes Ford's article. It expands on his thoughts in much further detail.
Victoria Burch

D#12, HW#3 - Does a New Website Hold the Secret to Great Customer Service? - 0 views

www.fastcompany.com/...interview-muller.html

Ford Consult

shared by Victoria Burch on 25 Mar 11 - Cached
  • the trend with big companies has been to outsource and mechanize and it's getting ever harder to get through to a live person who knows as much as you do about the problem you're trying to get help with. We're creating a kind of social network designed for companies and customers to communicate with each other.
  • Your best customers know more about the product than many people who work inside the company -- certainly more than most of the low-paid, call center people who are reading from a script.
  • When customers start to converge and talk, for many companies this is gold -- real engagement with current or future customers.
  • Victoria Burch on 25 Mar 11
     
    This is an interview with Thor Muller, CEO of GetSatisfaction.com. Muller discusses the importance of customer service and how it is replacing outsourcing. He talks about how it's much easier for people to discuss their problems are quickly read about them through forums on the internet vs. waiting on hold with customer service. He discusses both the benefits to the companies, as well as, the customers'. 
April Gallegos

How To Use Social Media As A Customer Service Tool - Internet Marketing for a CEO | Fus... - 0 views

blog.fuseworkstudios.com/...dia-as-a-customer-service-tool

D#12 Ford

shared by April Gallegos on 24 Mar 11 - No Cached
  • April Gallegos on 24 Mar 11
     
    This article shows how companies are using social media as customer service tools. A man had a problem and sent an SOS out on Twitter. GM responded back to him directly with a tweet and then later turned to Facebook for more character space. This goes along with Ford's article that web and social media are being used for customer service.
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