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- In most organizations, all of the above should have access to social media. Social media is, as said, a communication tool. A telephone is also a communication tool. Would you leave your marketing,...
- Mike, the problem seems to be that who owns social media is not fading as an issue but instead just heating up. Early on the debate was between marketing and IT, which was really a debate about...
- Social media is the consumer interacting with the media, which goes way beyond customer service, of course. Just look at PTwitty TV, for example. Diddy has almost 1 million Twitter followers of...
- Hi Mike, Customer service is certainly not the ONLY social media touchpoint - not by a long shot. I don't think anyone on the panel would hold the viewpoint that social media is the domain of...
- I agree with Mike, Customer Service is not the place for any form of pre-sell communication. The damage control case studies has overwhelmed common sense. Relationships are what makes sales close,...
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I have been very vocal about my disdain for the MBTA, particularly over the past winter when they were significantly late nearly every day. When asked about why, they flat out lied to us about why they were late and we later found out that the conductors themselves were on a soft strike. [..
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