Sources

The Future of Customer Service

Stephens, Guy. “All Change: The four trends reshaping customer service.”  My Customer. Web. Oct. 3, 2010. Retrieved Nov. 7, 2010.

Teicher, David. “Need a Reservation? That Could Depend On How Big You Are on Twitter (Really).” Advertising Age. Web. Sept. 30, 2010. Retrieved Nov. 7, 2010.

Institute for Media and Entertainment. “Will Walmart.com’s Slow and Steady Improvements Win the Online Retail Race?IME. Web. Sept. 21, 2010. Retrieved Nov. 7, 2010.

Preparing for the Worst: Crisis Management

Jarvis, Jeff. “Dell Hell.” BuzzMachine.  Web. July 11, 2005. Retrieved Nov. 4, 2010.

Birgfeld, Rob. “Why crisis management and social media must co-exist.” SmartBlog on Social Media. Web. Oct. 27, 2010. Retrieved Nov. 4, 2010.

Donnelly, James. “An analysis of five commonly held beliefs about managing crises that erupt online.” PRSA. Web. March 5, 2010. Retrieved Nov. 4, 2010.

Nigam, Shashan. “How Social Media Helped Travelers During the Iceland Volcano Eruption.”  Mashable. Web. April 22, 2010. Retrieved Nov. 4, 2010.
E-engagement: Getting customers involved

Lake, Chris. “25 ways of rewarding and encouraging customer engagement.” Econsultancy. Web. May 18, 2010. Retrieved Nov. 2, 2010.

Latkiewicz, Matthew. “HOW TO: Pick the Right Social Media Engagement Style.” Mashable. Web. Aug. 11, 2010. Retrieved Nov. 2, 2010.

Kirkpatrick, Marshall. “Zappos Shows How Social Media is Done.” Read Write Web. Web. April 30, 2008. Retrieved Nov. 2, 2010.

Belicove, Mike. “How Starbucks Builds Meaningful Customer Engagement via Social Media.” American Express OPEN Forum.  Web. April 1, 2010. Retrieved Nov. 1, 2010.

Rhodes, Matt. “Why a museum is the UK’s top brand on Twitter.” Fresh Networks blog. Web. June 13, 2010. Retrieved Nov.2, 2010.

Tweeting Customer Service

Schawbel, Dan. “R.I.P. Twitter as a Marketing Platform.” Personal Branding Blog. Web. May 16, 2010. Retrieved Oct. 9, 2010.

Bodnar, Kipp. “New Research: 5 Twitter Charts for Marketers.” HubSpot Blog. Web. April 29, 2010. Retrieved Oct. 9, 2010.

Swartz, Jon. “Social media like Twitter change customer service.” USA Today. Web. Nov. 18, 2010. Retrieved Oct. 9, 2010.

Baskin, Jonathan Salem. “The Twitter Tax.” Advertising Age. Web.  Sept. 20, 2010. Retrieved Oct. 9, 1010.

The New Call Center

Shread, Paul. “Cisco Adds Social Media to Call Centers.” eCRM Guide. Web. Sept. 3, 2010. Retrieved Oct. 7, 2010.

Levin, Greg. “Embracing Social Media in the Call Center: Best Practices.” International Customer Management Institute. Web. March 11, 2010. Retrieved Oct. 7, 2010.

Social CRM and You

Ogneva, Maria. “Why Your Company Needs to Embrace Social CRM.” Mashable. Web.  May 21, 2010. Retrieved Oct. 4, 2010.

Wang, Ray and Owyang, Jeremiah. “Social CRM: The New Rules of Relationship Management.” Altimeter Group. Web. March 5, 2010. Retrieved Oct. 4, 2010.

The Online Customer is Always Right

Kolodny, Lora. “Study: 82% Of U.S. Consumers Bail On Brands After Bad Customer Service.” TechCrunch. Web. Oct. 13, 2010. Retrieved Nov. 2, 2010.

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