Customer Service

Mall Of America’s Social Customer Service [VIDEO]

March 2, 2014
Mall Of America's Social Customer Service [VIDEO]

The Mall Of America has consolidated their call center, their online community managers, and security into one cohesive customer service team that can address questions, concerns or complaints in real time, face-to-face with customers, on the floor of the mall.

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Promoted Twitter Complaints Criticize British Airways [VIDEO]

September 13, 2013
Promoted Twitter Complaints Criticize British Airways [VIDEO]

David Erickson discusses how one individual customer spent $1,000 on a Promoted Tweets advertising campaign to complain about British Airways’ customer service.

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Restaurant Marketing: Ziosk Table Top Payments [VIDEO]

July 18, 2013
Restaurant Marketing: Ziosk Table Top Payments [VIDEO]

Ziosk offers restaurants a table top payment option via tablet technology.

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Delta Airlines & The Immediacy Of Twitter Customer Service [VIDEO]

June 6, 2013
Delta Airlines & The Immediacy Of Twitter Customer Service [VIDEO]

Author & Keynote Speaker Scott Stratten tells the story of how Delta airlines saved their brand from a lifetime of shunning with one well-timed tweet.

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Citizen Generated LEGO Customer Service Testimonial [VIDEO]

March 18, 2013
Citizen Generated LEGO Customer Service Testimonial [VIDEO]

This amazing LEGO customer testimonial video serves as a case study in how customer service has become an extension of public relations.

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Hotel PR Director Discusses How She Uses Customer Service Complaints On Social Media [VIDEO]

February 22, 2013
Hotel PR Director Discusses How She Uses Customer Service Complaints On Social Media [VIDEO]

Nora Walsh, PR director at the Pierre Hotel in New York City, believes negative reviews are a helpful way to get direct feedback from customers and learn where the hotel falls short.

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Social Support Best Practices [VIDEO]

January 10, 2013
Social Support Best Practices [VIDEO]

This webinar explains the Twitter and Facebook channels of support, empowering users of Zendesk to connect with customers directly through these social media channels.

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How To Grow Your Organic Business

May 9, 2012
How To Grow Your Organic Business

Becky Carroll, author The Hidden Power of Your Customers, discusses how to grow your organic business with Social Media Examiner’s Michael Stelzner.

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Social Business

October 9, 2011
Social Business

Albert Maruggi of the Marketing Edge Podcast’s report on social business, exploring Izzy’s Ice Cream’s RFID social media notification system and how that reveals the company’s social culture.

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