Andy on Twitter

  • Love this... ,
  • Like how McKinsey frames culture and behaviour together. ,
  • Fed Up with Super Rugby games stopages for criminal investigations. Equaly tired of thuggery ,
  • Quarter final super rugby and the stadium looks pretty empty. Sad state of super rugby in AU,
  • Agree with Mark - don't get it. Don't need to be reminded that my sandwich was a beauty chook. ,
  • I just published “The Cannes Conundrum” ,
  • Church in London has a little cafe in the entrance serving Allpress coffee. How good is that. God and coffee to go. ,
  • That flight to London is one epic trip. Thanks for an enjoyable flight.,
  • Must read for all marketers... ,
  • ... instead correlate TV to commercial outcomes, not online viewing ,
  • ... but buying TV so people watch you on YouTube while trying to sell Tide... that's more than strange ... ,
  • Another reason TV is so important a part of the Mix - spillover into online engagement ... ,
  • Well that's a change. Might be better to focus on the tech stuff though. And the need for lots of it. ,
  • Some beautiful coffee kit here... ,
  • Further evidence that the IRB are nearly as out of touch with rugby performance as the ARU ,
  • Learned

Customer Service in the age of Social Media

A great post on customer service and social media. Thought this was a powerful idea.

Customer service performance constitutes one of the key dimensions of brand health, and directly impacts customer acquisition, share of wallet and loyalty. Gauging customer service performance used to require private feedback loops with an inherent time lag. But those days are gone. Today, customers tweet publicly and instantaneously about customer service experiences they have in any channel (in-person, phone, email, online and social media. They are also brutally honest about their feelings. Unlike traditional surveys that poll a consumer’s service experience and include a spectrum of satisfaction, tweets are predominantly binary and convey either highly positive or negative emotional views. Analyzing these posts unveils a simple and transparent barometer for how your company’s customer service is doing across the board. The Customer Service Sentiment (CSS) score, developed by NM Incite, gives companies a score that reflects the level of positive sentiment customers have toward that company’s customer service efforts. The higher the score, the more satisfied the customers are with their experiences.

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