Tag: social media

BA lags behind in social media

Bristish Airways, voted Best Transatlantic Airline 2012 Winner is lagging behind in the social media customer service experience league. Facebook and Twitter have become the two social media networks that are transforming and changing the dynamics of customer service through social...

Social Media Reinventing Customer Service

It’s hard to ignore the major impact social media is having across the globe. As of 2012, users were uploading 72 hours of video to YouTube every minute. Celebrities have accumulated millions of Twitter followers, without paparazzi, in an online...

Tweet off: the mastery of the twitter tone of voice

What happens to tone of voice on Twitter? Are brands successfully squeezing their personality into their tweets? Or are the constraints of Twitter squeezing the personality out? Let’s take a look at two well-known brands and pit their tweets against each other. First...

Best Practices for Social Media Customer Care

Social media has arrived as a first choice channel of interaction for consumers to seek customer care and technical support. It’s the next stage of evolution in the demand for a better online experience and real time customer service.   The birth...