More and more customer service interactions are being initiated over social media. The vast majority of these (80%) are via Twitter, according to figures just released by--wait for it--Twitter, with the rest of them occurring via Facebook. In light of this, I convened an informal and virtual roundtable over the weekend to get expert thoughts from, well, some experts: thought leaders Bill Quiseng (an independent blogger as well as a professional hospitality practitioner), Sara Carter from Spark...
More and more customer service interactions are being initiated over social media. The vast majority of these (80%) are via Twitter, according to figures just released by--wait for it--Twitter, with the rest of them occurring via Facebook. In light of this, I convened an informal and virtual roundtable over the weekend to get expert thoughts from, well, some experts: thought leaders Bill Quiseng (an independent blogger as well as a professional hospitality practitioner), Sara Carter from Spark...
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