Dan Gingiss

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Twitter Study: Social Customer Service Leads to Higher Revenue, Satisfaction

Twitter has once again proven that customer service is the new marketing.<p>Following up on last year's groundbreaking study which revealed that …

How a Low-Price Provider Can Still Rock Social Customer Care [Podcast]

Unlimited streaming of movies and TV shows to any device for a monthly fee - sound familiar? Up until recently, this service that Americans take for …

How Twitter's Recent Changes Affect Customer Service

Recently, Twitter announced several changes to how it calculates the number of characters in a tweet. Marketers rejoiced because they now have …

What Exactly Is The Future of Customer Service?

There’s a lot of talk about the future of customer service these days, with social media driving much of the conversation: Customer service is the …

Customer Experience

The 30 Most Influential People in Social Customer Service

We’ve compiled a list of the thought leaders, innovators and trailblazers who have had the greatest impact on Social Customer Service.

Thought Leadership

How USAA Serves the Men and Women in Uniform on Social Media

When you consult almost any list of top companies for customer service, USAA's name will be front and center. The financial services company founded …

Measurable Ways to Improve Your Customer Service

Trying to improve customer service without collecting data on the success of your tactics is a wasted effort.<p>Many ideas for customer service …

Customer Experience

When Social Customer Service becomes a nightmare

Due to my activity in the ‘customer service arena’, friends and peers often tell me about their experiences with brands (especially if …

Customer Service