Posts Taged customer-service

1to1 Media Customer Champion Award

1to1 Media 2014 Customer Champions – honoured to be included.

So incredibly honoured to be selected as one of 1to1 Media’s 2014 Customer Champions. When you look at the amazing people and global companies represented in this category it humbles me and makes me so proud what our team at Flight Centre Travel Group are achieving.

Read More

Whitepaper From CM1 2014 Toronto

CM1TO Community Management Conference whitepaper.

CM1 and @Dx3 put together a very detailed whitepaper from the CM1 Toronto 2014. Fantastic learnings around community and community management. They’ve broken it down by speaker.

Read More

Hootsuite Connect in San Francisco – Video

I sat down with Hootsuite at CvHSF to discuss Flight Centre, Social Media, and Customer Service.

I had the pleasure of joining Hootsuite at their inaugural Connect event in San Francisco  a few months back and we sat down to talk Flight Centre Travel Group’s Social Media and social customer service strategy.

Read More

CM1 2014 – Storify Summary and Presentations

So many community learnings – Sheldon Levine’s Storify & CM1 TO 2014 presentations on CM1.

If you’re looking for a fantastic summary of all the tweets and community management content from CM1 check out Sheldon Levine’s storify.

Read More

The Evolution of Customer Service with Hootsuite

I join Hootsuite and Forrester to discuss the evolution of Social Media & Customer Service.

Honoured to join Kate Leggett of Forrester Research and Jeanette Gibson of Hootsuite to discuss The Evolution of Customer Service. We discuss trends and the role of social customer service and leveraging Hootsuite across various departments within Flight Centre Travel Group.

Read More

Douglas Marketing Group DX3 2014 Takeaways

Douglas Marketing Group’s takeaways from DX3 2014 honoured to make the cut.

Sebastian Agosta of Douglas Marketing Group put together his key takeaways from DX3 2014 and I am honoured to make the list. Love that he highlighted the slide I borrowed from the Hootsuite gang highlighting the value and benefits Social Media delivers to each business unit inside and organization.

Read More

Interview – Greater Toronto Area Contact Centre Association Conference

GTACC video interview about Social Media, customer service, marketing, mitigating risk, social data.

Here is a video clip from an interview I did at the Greater Toronto Area Contact Centre Association conference. We discuss Social Media’s impact on customer service and care, marketing initiatives, mitigating risk, and the potential of social data.

Read More

1to1 Media’s 6 Tips For Social Customer Service

Honoured to be included in this article.

Great article by 1to1 Media from the Social Media for Customer Service Summit. They focus on six tips to deliver social customer service;

Read More

My Social Media Marketing Manifesto – 11 Points To Live By

• loving your customer is a way of life,

• be where your customers are online and offline,

• never be passive with marketing activities,

• do 1000 little things that make people scratch their heads and talk about you,

• earn the right to pitch by first engaging, informing and entertaining,

• kill your detractors with love and never try to end the conversation,

• amplify the voice of your customer,

• crowdsource for evangelists, ideas, content and customer service,

• viral is not a strategy,

• don’t monetize Social Media but instead use Social Media to monetize your offering,

• and when it comes Social Media versus Word of Mouth, Social Media is one way to deliver superb Word of Mouth.