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Understanding Customer Service in 2012

Topics

Customer Service

Customer Experience

Customer Service Development

Social Customer Service

This event took place on Jan. 26, 2012

Highlights

Customer service means more than ever in 2012. With unprecedented access to reviews and opinions about companies, customers can no longer be an afterthought. If you don't make people happy, they will leave. Unfortunately, customer service is often understaffed, underfunded, and disorganized. This panel discussed the best ways to build and maintain a fantastic customer service department, whatever the size of your company.

Speakers

VP, Customer Experience

Eventbrite

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Author, Radio host, Pres...

The Collier Company, Inc...

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Marketing & Community Ma...

Miso

details

President

SideraWorks

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Community Manager

UserVoice

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Participants

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@evanhamilton tweeted

#FocusCS Apparently I mistyped Angie's handle. She's @angie_bui

@angie_bui tweeted

RT @MarshaCollier Thank you, a pleasure working with @angie_bui @evanhamilton @AmberCadabra @catykobe @CMGFocus - the #FocusCS roundtab ...

@ecachette tweeted

RT @evanhamilton Good question: should companies have separate Twitter accounts for support? #FocusCS

@evanhamilton tweeted

By the way, you can find our panelists at @marshacollier @angie_bue & @ambercadabra (Dana is not on Twitter). #FocusCS

@KT_Little tweeted

Um yes - i follow a few cs only ones RT @evanhamilton Good question: should companies have separate Twitter accounts for support? #FocusCS

@evanhamilton tweeted

Thank you SO much to everyone who attended, our panelists, and Focus. Great conversation! Recording will be up tomorrow. #FocusCS

@MarshaCollier tweeted

Thank you, a pleasure working with @angie_bui @evanhamilton @AmberCadabra @catykobe @CMGFocus - the #FocusCS roundtable rocked #custserv

@evanhamilton tweeted

I agree with @angie_buiif you don't have what a customer wants, it's better to send them away: http://www.uservoice.com/blog/index.php/entries/make-more-money-if-you-send-your-customers-to-your-competitors/?utm_campaign=focuscustserv&utm_medium=focus&utm_source=evan #FocusCS #custserv

@AmberCadabra tweeted

@evanhamilton But I *do* think there needs to be a feedback loop so everyone knows things are moving thru a system. #custserv #FocusCS

@evanhamilton tweeted

.@ambercadabra says different departments need to own & act on their customer feedback. Shouldn't be #custserv's job to bug 'em. #FocusCS

@angie_bui tweeted

RT @evanhamilton .@angie_bui thinks that fostering evangelists should be a big #custserv focus in 2012. #FocusCS

@jdlakecom tweeted

People may not need an immediate answer as much as an acknowledgement. @Focus Roundtable http://t.co/f0F7ecdI #FocusCS

@remybergsma tweeted

@evanhamilton depends on 'load'. If target group & load would warrant a separate account, then yes. If not, then 1 is fine. #FocusCS

@action_jay tweeted

@evanhamilton missing #FocusCS due to working my own #custserv but I'll answer yes, yes yes yes yes.

@evanhamilton tweeted

Good question: should companies have separate Twitter accounts for support? #FocusCS

@jdlakecom tweeted

CS vs. SocMed - have people dedicated to monitoring SocMed for CS tweets and posts. @Focus Roundtable http://t.co/f0F7ecdI #FocusCS

@jdlakecom tweeted

RT @evanhamilton Ask "are you someone who actually wants to work with customers?" Many actually don't! #custserv #FocusCS

@CMGFocus tweeted

RT @evanhamilton Ask "are you someone who actually wants to work with customers?" Many actually don't! #custserv #FocusCS

@evanhamilton tweeted

Ask "are you someone who actually wants to work with customers?" Many actually don't! #custserv #FocusCS

@CMGFocus tweeted

RT @jdlakecom Key for setting up new CS Dept - Know Your Customer! @Focus Roundtable http://t.co/f0F7ecdI #FocusCS

@jdlakecom tweeted

Key for setting up new CS Dept - Know Your Customer! @Focus Roundtable http://t.co/f0F7ecdI #FocusCS

@jdlakecom tweeted

Cust history will have to be part of the overall process (i.e., premium cust recognition). @Focus Roundtable http://t.co/f0F7ecdI #FocusCS

@evanhamilton tweeted

.@angie_bui thinks that fostering evangelists should be a big #custserv focus in 2012. #FocusCS

Wesley Faulkner asked a question

Do you know of any companies that are offering support over Facebook successfully?

Jan. 26, 2012

11 Answers · Answer this Question

@CMGFocus tweeted

RT @evanhamilton Love it. "In an emergency, there needs to be protocol around breaching protocol." -@ambercadabra #FocusCS

@evanhamilton tweeted

Love it. "In an emergency, there needs to be protocol around breaching protocol." -@ambercadabra #FocusCS

@CMGFocus tweeted

RT @jdlakecom Big #Customer #Service challenge is moving at the speed of the web. @Focus Roundtable http://t.co/f0F7ecdI #FocusCS

@jdlakecom tweeted

Big #Customer #Service challenge is moving at the speed of the web. @Focus Roundtable http://t.co/f0F7ecdI #FocusCS

Rachel Lee asked a question

What are the best ways to gather feedback without annoying the customer and still gathering useful information?

Jan. 26, 2012

1 Answer · Answer this Question

@rachelloumiller tweeted

I'm attending @Focus Roundtable: Understanding Customer Service in 2012 on 1/26 at 1 PM PT. http://www.focus.com/roundtables/understanding-customer-service-2012/ #FocusCS

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