Category Archives: Customer Service

Samsung Phone Home

Posted on April 8, 2019 by

If you have frequented Twitter the last couple of days, you may have noticed the big sponsored #SamsungGalaxyS10 as the top trending topic. Recently, the highly anticipated Samsung Galaxy S10 phone was released. Similar to the model made popular by … Continue reading →

Posted in Advertising campaigns, Apps, artificial intelligence, Big Data, Big Tech and communities, biometrics, brand, cell phones, Customer Service, Data, Uncategorized | Tagged , , , | 1 Comment

Extreme Moderation

Posted on February 25, 2019 by

Imagine being exposed to all of the hateful, terrible and evil things human beings are capable of, 8 hours day. Well if you are a Facebook content moderator, this is your job. The tech news outlet Verge goes into great … Continue reading →

Posted in Big Tech and communities, Community Management, Customer Service, Employment, Environment, Fake News, Instagram, Uncategorized | 3 Comments

“What They Don’t Teach You in Business School”–Social Media Outrage

Posted on April 13, 2017 by

There is a famous formula in chemical industry crisis communications PR.  It’s Risk = Hazard + Outrage.  That was 20 years ago coined by crisis communications expert Peter Sandman.  Every chemical industry PR person knows it by heart.  Now add … Continue reading →

Posted in Activism, Customer Service, Langauge, News, psychology and perception, reputation management, Social Media, Social Media & Psychology, Uncategorized, User Generated Content, You Tube | Leave a comment

Will BOTs Change Customer Service?

Posted on April 16, 2016 by

Last week Facebook made a major announcement.  They informed the world that they are getting into the bot business by unveiling a bot platform into Messenger.  This is just a few weeks after Microsoft unveiled bots into Skype.  Up until … Continue reading →

Posted in algorithms, Apps, bots, communication, Customer Service, Education, Facebook, machine learning, Microsoft, Social Change, Social Media, Strategy, technology, Twitter | Leave a comment

Dieselgate – A site is born

Posted on April 11, 2016 by

Over the past month I have posted several blog posts around two issues I have been experiencing with Audi.  I am happy to say that one of my issues has been corrected.  It took 5 months and countless interactions for … Continue reading →

Posted in Activism, Customer Service, disruption, Facebook, Marketing, Social Media, Twitter | 1 Comment

Dieselgate – Day of Service & GoDaddy – Part 5

Posted on April 4, 2016 by

Here is an update to my Audi saga (part 1, 2, 3, 4).  I am really beginning to think I have a black cloud over me when it comes to anything about Audi.  Today’s issues are a bit nit-picky, but … Continue reading →

Posted in Activism, Advertising campaigns, Comedy, Customer Service, Social Media | Leave a comment

Dieselgate – Twitter wins I suppose – part 4

Posted on March 28, 2016 by

Last week, I discussed the various methods Audi offers for customer support and how I was frustrated because all my attempts for help resulted with the same message, “we are sorry and aware of your two problems.  Our engineers are looking for … Continue reading →

Posted in Activism, Advertising campaigns, Customer Service, Facebook, Social Media, Twitter | 1 Comment