All in Customer Care
Is Making the CFPB’s Consumer Complaint Database More "Open" Good Or Bad?
Realistically it’s also impossible to control what people say online about companies. Just type the name of any large company into the Google search engine followed by the word “sucks” and you’ll see what I mean.
Duck Hunting and the Future of Customer Support
Selling new tools is easy. Figuring out how to orchastrate all the resulting business process changes — including better coordination in customer support management — is more difficult.
Matching Technological Literacy with Delivery of Government Services
Is the “open government” movement’s emphasis on technology creating two classes of citizens based on technological literacy?
Better Org Charts Will Improve Government Agency Transparency and Accountability
Making sure that a meaningful org chart is available, precisely because it is a public statement about responsibility, might just be one of the simplest and most direct methods we have for promoting government program transparency and accountability.
In How the Trends of 2000-2009 Will Shape Performance Improvement in This New Decade, Debashis Sarkar, a writer for Six Sigma & Process Excellence, lists as number 1 the following trend:
Maddie Grant’s recent comment about everyone in an organization having responsibility for “community management” is a good one:
How Closely do Traditional and Social Media Based Customer Support Services Need to be Coordinated?
In Five Challenges Government Faces When Adopting Web 2.0 I wrote about the need to consider the cost impact on the organization of hiring additional “community managers” to support the addition of social media and social networking to overall customer support operations:
How Involved Should Customers Be in Managing Their Own Technical Support?
Last week I wrote about my experiences when my main laptop computer died. The bright spot was that I learned about the value of remotely-sourced database access through my use of DabbleDB. The dark side: my experience with my computer vendor’s Gold service plan.
Looking back, I can see advantages and disadvantages of using social media and social networking technologies as components in overall customer and technical support situations.