35 Top Social Customer Care Quotes (16-35)
Barry Dalton is Principal – Digital Business & Technology at Strategy& (formerly Booz & Company). I invite you to check out Barry’s blog.
- • “Customer service as an enterprise function is at an inflection point. Real change is needed. Real change is possible. Real change is being demanded. And “social” is the catalyst for this change.”
- • “The really big opportunity is for enterprises to leverage this social media wave as a catalyst to move customer service from efficient reaction to value-creating proactivity.”
Colin Shaw is Author, Founder and CEO at Beyond Philosophy. I invite you to check out Colin’s blog.
- • “I made the observation that technology is not driving social media – it is the fact that people are social; the technology is just enabling the natural human behaviour.”
- • “Many organisations jump higher and faster if someone of influence wants them to do something. Social just increases the number of people that have this impact and through things like Klout can see who has influence.”
Vincent Boon is Co-Founder & Chief Community Officer at Standing on Giants.
- • “I worry about any company which focuses too heavily on trying to provide customer service on platforms like Twitter or Facebook. I feel they are generating a lot of cost for very little benefit to the customer as well as the company itself.”
- • “Now for me there are two very distinct groups in Social Customer Care; one is doing customer care on Social Media sites, such as Twitter and Facebook, and the other is doing Social Customer Care within a forum community setting. And when done well, one is highly scalable and the other unfortunately is not.”
Wendy Lea is Executive Chairman at Get Satisfaction. I invite you to check out Wendy’s blog.
- • “We’ve finally cleared what I call the period of “Social Haze.” That period was defined by companies’ collective frenzy to amass as many friends, followers, and Likes as possible – despite the often unclear ROI.”
- • “Businesses that have embraced and effectively leveraged the Community Effect across the organization have transformed into more customer-oriented companies.”
Mitch Lieberman is Managing Partner at DRI – Discover/Reinvention/Integration. I invite you to check out Mitch’s blog.
- • “What’s new is not the social element; it is the digital element – we spent 10,000 years communicating without it, 5 years is simply not enough time to get it right. We have work to do…”
- • “Marketers learned that digital is a two way street – surprise! Brands learned that transparency is not a choice, policies, procedures and expectations are simply known to a much greater audience.”
Kate Leggett is VP and Principal Analyst at Forrester Research. I invite you to check out Kate’s Forrester blog.
- • “Your social customer care strategy should be aligned to your company strategy, and aligned to your overall customer service strategy.”
- • “Social customer care processes must parallel processes that are used for voice and digital channels. This means consistent routing, queuing of inquiries, establishing and communicating SLAs for social inquiries, and the use of automated tools such as canned responses and text analytics to extract sentiment data from social conversations.”
Dave Carroll is the Author of ‘United Breaks Guitars: The Power of One Voice in the Age of Social Media’.
- • “Big and small companies today listen like never before. The question is whether they are ‘hearing’ any better.”
- • “If you’re in business, you have to be where your customers are both physically and mentally. That’s always been the case and I don’t see that changing anytime soon.”
Martin Hill-Wilson is the Founder of Brainfood Consulting. I invite you to check out Martin’s blog.
- • “Socially savvy, mobile minded customers are the new black. NPS, revenues, and reputations will rise and fall according to how well organisations adapt to this challenge.”
- • “For my money, customer social engagement is so much better leveraged and responded to when all customer facing teams work together in the context of a lifecycle perspective of the opportunities.”
Joanne Jacobs is Digital Strategist and Company Director at Joanne Jacobs Consulting. I invite you to check out Joanne’s blog.
• “There will always be a place for promotion in marketing, but it cannot be at the expense of social customer care.”
• “As I see it, the shift is from customer care being about organisations informing their customers about the options for servicing, to customers telling organisations what they want and expecting the organisations to respond to those directions.”
Joshua March is Co-founder and CEO at Conversocial. I invite you to check out Joshua’s blog.
- • “Redirection means a terrible experience for the customer, who has to repeat their same problem to another person through a different channel that they didn’t choose.”
- • “Customer service will have emerged from its murky past to become the front line of all customer engagement, with the insight from the constant, real- time public customer conversations becoming the bedrock of customer insight, permeating the entire business from the board and CEO down.”
I invite you to flag any equally compelling and meaningful quotes (in English) from other well-known and respected leaders in social customer service.