Business, Customer Service, Technology
It’s time to talk about chatbots again. Last year I asked if chatbots would solve customer service. As companies, we want automation to take over simple tasks. But, as consumers, we want something else. We want seamless transactions and brand consistency. We can...
Customer Service, Social Media
Comcast received a lot of praise at one time for being an early adopter of Twitter for customer service. Really, people said nice things about the company. Look it up. If you took to Twitter, you could get “escalated” help. Otherwise? Good luck. We talk a...
digital strategy, Marketing/PR, Social Media
Sometimes I think the Borg have arrived. In case you’re not a Star Trek fan, the Borg are a race of cybernetic organisms with a hive mind and a nasty habit of saying “resistance is futile.” Then they assimilate you. Facebook is getting to feel a bit...
