Episode 10 - What We've Learned So Far

Focus on Customer Service Podcast

To celebrate our 10th podcast episode – a milestone we weren’t sure we’d ever reach – we thought we’d take a walk down memory lane and look at what we’ve learned so far. So Dan and I recorded a special “recap” episode with just the two of us to summarize what you may have missed in episodes 1-9. We started the podcast because lots of people are talking about content and marketing on social media, but far fewer are focusing on the other side of social – customer service. Enlightened brands have already discovered that “customer service is the new marketing” because great service makes happy customers and happy customers are more loyal to brands. When social media entered the picture, it began as a channel of last resort, when other service channels failed. This resulted in a larger proportion of comments being negative, which in turn scared off some brands from ever entering the fray. But over time, social media has become a channel of first resort for many customers, requiring companies to be as prepared on social as they are in the call center, on e-mail, or click-to-chat. We set out to learn from the brands who are doing it every day. How their teams are structured, where they fit in the larger organization, what their customer service strategy is, how they deal with difficult customers, and more. And so far, our guests have certainly delivered the knowledge, insights, and best practices we had hoped for – in addition to quite a bit of fun. In case you missed any episodes, we recap them one-by-one in this special episode. Listen for a list of key themes that we have extracted from the first nine guests. And don’t forget, you can nominate a brand to appear on the podcast by tweeting at us (@dgingiss and @iamdanmoriarty) or by simply using the hashtag #FOCS.