Moving Pictures

Any Rush fans out there? Well, if you are, I’m sorry to disappoint. This post is not a transcript of Neil Peart’s YYZ drum part. What it is in fact is a cry for help.

Search “customer service is the new marketing” and Google will feed you back about a half a billion results. Its not a new topic. But I’ve always been more concerned with the subtext of the sentiment. It just screams of the inferiority complex many customer service organizations exhibit within their corporate ecosystem.

A cure for this sense of feeling like the corporate doormat is innovation. Customer service doesn’t usually outrank marketing on the innovation front. But there’s still hope. And the white night is video. In light of twitter’s release of Periscope this week, It seems like a great time to revisit this topic.

Video is driving greater transformation in the way brands engage with their customers. Its engaging, personal and social. And the landscape of tools available is expanding rapidly. So, why aren’t more customer service organizations leveraging it as part of their engagement strategy?

Five Years Retrospective on Social Customer Care

Five years seems like a good milestone to reflect on the impact social media has had on how brands respond to and engage their customers to deliver customer care. Guy Stephens asked some of the leading thinkers on the topic to offer their perspective on what’s transpired and what frontiers are still to explore. Find the eBook here.

Share in the comments whether you think this group got it right