Dec 19, 2011 By Jennifer Stern

Stop, Look and Listen

Social media is everywhere. That pervasiveness has changed so much about our lives – everything from our understanding of the world around us to our expectations of the companies we do business with. As customers, when we contact a company, we don’t want to wait on hold or be transferred to the... Read More

Service Cloud

Dec 07, 2011 By Jennifer Stern

Go social with the Service Cloud

Some companies are on top of this thing we call social customer service. Others? Well, let’s just say they haven’t seen the value of a “virtual hug” …yet. Which are you?     These days most everybody’s using Twitter, Facebook, and YouTube. Every second, tens of thousands of... Read More

Service Cloud

Aug 22, 2011 By Jennifer Stern

How to Measure Social Media ROI

Looking for an explination of how to calculate return on investment for your social customer service strategy? Dr. Natalie Petouhoff created a 3-part mini series designed to help you prove how social media can affect the bottom line - and how customer service can contribute to the social media... Read More