Socially Supportive: Customer Care the Social Way

Episode 242 – Convenience is King of Social Customer Care

Frankie Saucier — Fri, 03 Aug 2018 09:00:35 -0500

A free-form Friday episode. On Friday we go freestyle and talk about whatever we want. Because it’s Friday!

Brought to you by:

The Social Pack: Get on the inside to stay on the topside. Join today!
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bluehost: The Best Web Hosting for just $3.95/month, bluehost is the #1 recommended web hosting service by WordPress.org. Every account features 1-click WordPress installation. Plus, bluehost’s trained, in-house experts are there to help 24/7. Their robust help center includes guides, video tutorials and more. You can try them and love them, or get a refund within 30 days of signing up. Your satisfaction is their top priority and they’re confident you’ll be pleased with their services.
Ticket Liquidator: Concerts, Sports Theater tickets. Buy or sell!
GoldMedalWineClub.comWine of the Month Club Award-winning wines delivered to your doorstep every month. They never feature bulk wines, private labels, or closeouts. Each selection is a genuine, small-production wine crafted by a winery with their family’s reputation on the line in each and every bottle.
CraftBeerClub.com: Good People Drink Good Beer. Get the finest craft beers from America’s best microbreweries delivered to your door! They search out exceptional craft beers from around the country and then deliver the monthly beer club selections direct-to-you or your gift recipient’s door. You can choose an ongoing beer club membership or Craft Beer Club gifts to ship monthly, every-other-month or even quarterly. This is a fantastic gift for the Craft Beer enthusiast in your life. Give 1 to 12 shipments and receive up to 3 bonus gifts and an additional $25 bonus with your order.
OneTravel: Search and compare flights from over 450 airlines.

The Socially Supportive Podcast is part of the C-Suite Radio Network

Announcements:

Catch me on Twitter! @FSaucier
New Book coming soon: What Customers Want

“My view is there’s no bad time to innovate.” – Jeff Bezos

Book of the Day: The Amazing Amazon: How Jeff Bezos Built An Insane e-Commerce Empire – Ivan Fernandez

Convenience is King of Customer Experience

Amazon

The Experience

Almost anything you want

Almost always in stock

Free two-day shipping

Check out with one click

Super easy returns

A record of all purchases, most with a “buy it again button”

Replenishment notifications

The Result

Jeff Bezos is reportedly worth $105.1 Billion, making him the richest person. Ever. According to CNN Tech’s “Jeff Bezos is the Richest Person in History.“

Who Else Does This?

Food

Grubhub

UberEats

BlueApron

Rides

Uber

Lyft

Dry Cleaning Delivery

Lawn Care Companies

Dog Walkers

Errand Runners

Does Your Competition Do it?

Check them out

Buy their products

How Can You Do it?

See Episode 31 – Journey Mapping

See Episode 12 – Strategic Internal Alliances

Some Ideas on Providing Convenience

Anticipate needs

eTrade sent me an email letting me know they heard I moved, so they were going to change my address for me.

Call people when their subscription will run out

Send reminders for maintenance, etc.

Do it for me

Look up my account for me

Fill out forms most of the way for me

Tell me the important parts

Make it Easy

For me to find

For me to see

For me to understand

For me to hear

Brought to you by:

The Social Pack: Get on the inside to stay on the topside. Join today!
ParknFly: Save 10% off Posted Rate Reserve Now
bluehost: The Best Web Hosting for just $3.95/month, bluehost is the #1 recommended web hosting by WordPress.org. Every account features 1-click WordPress installation. Plus, bluehost’s trained, in-house experts are there to help 24/7. Their robust help center includes guides, video tutorials and more. You can try them and love them, or get a refund within 30 days fo signing up. Your satisfaction is their top priority and they’re confident you’ll be pleased with their services. Click here to learn more:
Ticket Liquidator: Concerts, Sports Theater tickets. Buy or sell!
GoldMedalWineClub.comWine of the Month Club Award-winning wines delivered to your doorstep every month. They never feature bulk wines, private labels, or close outs. Each selection is a genuine, small-production wine crafted by a winery with their family’s reputation on the line in each and every bottle.
CraftBeerClub.com: Good People Drink Good Beer. Get the finest craft beers from America’s best micro breweries delivered to your door! They search out exceptional craft beers from around the country and then deliver the monthly beer club selections direct-to-you or your gift recipient’s door. You can choose an ongoing beer club membership or Craft Beer Club gifts to ship monthly, every-other-month or even quarterly. This is a fantastic gift for the Craft Beer enthusiast in your life. Give 1 to 12 shipments and receive up to 3 bonus gifts and an additional $25 bonus with your order.
OneTravel: Search and compare flights from over 450 airlines.

Jobs

Have a job opening? Email Frankie@SociallySupportive.com and I’ll post it to the site.
Looking for a spot? Email Frankie@SociallySupportive.com and I’ll share your resume (privately) with potential employers.

Who’s Doing it Well?

- Is your team doing great work? email Frankie@SociallySupportive.com and I’ll post it on the site; maybe discuss it on the show.
- Someone else’s team knocking it out of the park? Want their leader on the show? Email Frankie@SociallySupportive.com and I’ll ring them up!

Episode 240 – 2018 Predictions for Digital Customer Care

Frankie Saucier — Wed, 01 Aug 2018 09:00:48 -0500

A Wisdom Wednesday Episode. On Wisdom Wednesday I bring wisdom from the best books, articles, videos etc. and share the highlights with you!

Brought to you by:

The Social Pack: Get on the inside to stay on the topside. Join today!
ParknFly: Save 10% off Posted Rate Reserve Now
bluehost: The Best Web Hosting for just $3.95/month, bluehost is the #1 recommended web hosting service by WordPress.org. Every account features 1-click WordPress installation. Plus, bluehost’s trained, in-house experts are there to help 24/7. Their robust help center includes guides, video tutorials and more. You can try them and love them, or get a refund within 30 days of signing up. Your satisfaction is their top priority and they’re confident you’ll be pleased with their services.
Ticket Liquidator: Concerts, Sports Theater tickets. Buy or sell!
GoldMedalWineClub.comWine of the Month Club Award-winning wines delivered to your doorstep every month. They never feature bulk wines, private labels, or closeouts. Each selection is a genuine, small-production wine crafted by a winery with their family’s reputation on the line in each and every bottle.
CraftBeerClub.com: Good People Drink Good Beer. Get the finest craft beers from America’s best microbreweries delivered to your door! They search out exceptional craft beers from around the country and then deliver the monthly beer club selections direct-to-you or your gift recipient’s door. You can choose an ongoing beer club membership or Craft Beer Club gifts to ship monthly, every-other-month or even quarterly. This is a fantastic gift for the Craft Beer enthusiast in your life. Give 1 to 12 shipments and receive up to 3 bonus gifts and an additional $25 bonus with your order.
OneTravel: Search and compare flights from over 450 airlines.

The Socially Supportive Podcast is Part of the C-Suite Radio Network

Announcements:

Catch me on Twitter! @FSaucier
New Book coming soon: What Customers Want. Sneak peek for members of the Social Pack.

“The future belongs to those who prepare for it today.” – Malcolm X

Book of the Day: Outside Insight: Navigating a World Drowning in Data – Jørn Lyseggen

2018 Predictions for Digital Customer Care

Millennial Impact on Digital Customer Care in 2018

Scale – because millennial demand will naturally increase demand. (see Episode 64 – Planning Tech for Millennials)

Streamline your digital operations

Support Chat

SMS

Social Media

Community (see Episode 51 – Why Community Should be Part of Your Digital Strategy with Jon Allen)

Respond Quickly

Refine Processes and Procedures

Provide more agent autonomy

Remove unnecessary steps

Fully leverage your existing technology (see Episode 39 – Features to Look for in a Social Customer Service Engagement Platform)

Provide Frictionless Service – Millennials are turning to tech for easy, positive interactions

Decreases overall volume by eliminating multiple contacts

Increases CSAT and NPS

Increase channel adoption by removing barriers to use

Increases faith in and use of digital channels

Measuring ROI will be the new normal – because % of overall call center volume will increase and your leaders need to know.

Technology is gearing up to deliver insights like never before.

Forecasting

WFM

Financial Impacts

Innovating. The bots are coming to help you scale.

AI (see Episode 49 – Agent IQ with CEO Craig Davis and Episode 9 – Beyond Chatbots with Michael Haisten)

Bots – “Chatbots were a big thing this year, but in 2018 they will be a more mature a natural channel to interact with customers.” Hector Espinosa, Volaris

Convergence

But… be human! “2018 will be the year of trending of #areyouabot #areyouanactualhuman or some variation! As companies launch bots prematurely or as a full solution rather than part of a solution, to the detriment of their service.” – Laura Smith, Hertz

Proactive Support. “For SYKES and our clients, 2018 will be heavily focused on Digital Transformation and Innovation priorities. Not only is reactive digital customer support now a must across multiple industries and verticals, we see proactive support added to the strategy as more of the norm, to truly achieve best-in-class digital support.” – Sarah Grace McCandless, Sykes (see Episode 26 – Try It Now and Episode 82 – 3 Factors in Digital CX Design with Sarah Grace McCandless)

Messaging (see Episode 45 – Message Me with Joshua March)

“We’ll see further integrations of CX between social messaging apps and chat, as well as help drive the development of digital agent hiring profiles as more of a hybrid model, trained in specific areas of expertise (vs solely social media focused).” – Sarah Grace McCandless, Sykes (see Episode 11 – Top 4 Reasons to Leverage Messaging Apps for Customer Care with Sarah Grace McCandless)

Messenger Customer Chat – “Messenger Customer Chat will disrupt the traditional web chat market, with many businesses especially in eCommerce launching it on their sites.” – Joshua March, Conversocial (see Episode 54 – Messenger Customer Chat Comes to Conversocial)

WhatsApp – “WhatsApp will launch business accounts and APIs and will explode on the scene internationally, becoming one of the biggest business messaging platforms almost overnight.” – Joshua March, Conversocial (See Episode 14 – Whatsapp as the New Frontier for Social Customer Service)

Instagram – “We’ll start to hear about Instagram’s plans for business messaging, which right now are just rumors but which could be a really powerful messaging channel.” – Joshua March, Conversocial

Customer Review Sites

“Don’t underestimate the increasing importance of consumer review sites as we move into the new year. This is already an integral part of the majority of our digital support programs for our clients, but we’ll be keeping a close eye to see if Amazon starts to let us tap into their API more directly, or will we be able to do so one their own messaging app (rumored to be called Anytime) comes to market (which will be soon).” – Sarah Grace McCandless, Sykes

Brought to you by:

The Social Pack: Get on the inside to stay on the topside. Join today!
ParknFly: Save 10% off Posted Rate Reserve Now
bluehost: The Best Web Hosting for just $3.95/month, bluehost is the #1 recommended web hosting by WordPress.org. Every account features 1-click WordPress installation. Plus, bluehost’s trained, in-house experts are there to help 24/7. Their robust help center includes guides, video tutorials and more. You can try them and love them, or get a refund within 30 days fo signing up. Your satisfaction is their top priority and they’re confident you’ll be pleased with their services. Click here to learn more:
Ticket Liquidator: Concerts, Sports Theater tickets. Buy or sell!
GoldMedalWineClub.comWine of the Month Club Award-winning wines delivered to your doorstep every month. They never feature bulk wines, private labels, or closeouts. Each selection is a genuine, small-production wine crafted by a winery with their family’s reputation on the line in each and every bottle.
CraftBeerClub.com: Good People Drink Good Beer. Get the finest craft beers from America’s best microbreweries delivered to your door! They search out exceptional craft beers from around the country and then deliver the monthly beer club selections direct-to-you or your gift recipient’s door. You can choose an ongoing beer club membership or Craft Beer Club gifts to ship monthly, every-other-month or even quarterly. This is a fantastic gift for the Craft Beer enthusiast in your life. Give 1 to 12 shipments and receive up to 3 bonus gifts and an additional $25 bonus with your order.
OneTravel: Search and compare flights from over 450 airlines.

Jobs

Have a job opening? Email Frankie@SociallySupportive.com and I’ll post it to the site.
Looking for a spot? Email Frankie@SociallySupportive.com and I’ll share your resume (privately) with potential employers.

Who’s Doing it Well?

Is your team doing great work? email Frankie@SociallySupportive.com and I’ll post it on the site; maybe discuss it on the show.
Someone else’s team knocking it out of the park? Want their leader on the show? Email Frankie@SociallySupportive.com and I’ll ring them up!

Episode 239 -Digital Technology Review

Frankie Saucier — Tue, 31 Jul 2018 09:00:24 -0500

A Tech Tuesday Episode. All things Technology related to providing digital customer service.

Brought to you by:

The Social Pack: Get on the inside to stay on the topside. Join today!
ParknFly: Save 10% off Posted Rate Reserve Now
bluehost: The Best Web Hosting for just $3.95/month, bluehost is the #1 recommended web hosting service by WordPress.org. Every account features 1-click WordPress installation. Plus, bluehost’s trained, in-house experts are there to help 24/7. Their robust help center includes guides, video tutorials and more. You can try them and love them, or get a refund within 30 days of signing up. Your satisfaction is their top priority and they’re confident you’ll be pleased with their services.
Ticket Liquidator: Concerts, Sports Theater tickets. Buy or sell!
GoldMedalWineClub.comWine of the Month Club Award-winning wines delivered to your doorstep every month. They never feature bulk wines, private labels, or closeouts. Each selection is a genuine, small-production wine crafted by a winery with their family’s reputation on the line in each and every bottle.
CraftBeerClub.com: Good People Drink Good Beer. Get the finest craft beers from America’s best microbreweries delivered to your door! They search out exceptional craft beers from around the country and then deliver the monthly beer club selections direct-to-you or your gift recipient’s door. You can choose an ongoing beer club membership or Craft Beer Club gifts to ship monthly, every-other-month or even quarterly. This is a fantastic gift for the Craft Beer enthusiast in your life. Give 1 to 12 shipments and receive up to 3 bonus gifts and an additional $25 bonus with your order.
OneTravel: Search and compare flights from over 450 airlines.

The Socially Supportive Podcast is Part of the C-Suite Radio Network.

Announcements:

Catch me on Twitter! @FSaucier
New Book coming soon: What Customers Want

“Productivity is never an accident. It is always the result of a commitment to excellence, intelligent planning, and focused effort.” – Paul J. Meyer

Book of the day: Doing Digital Right: How Companies Can Thrive in the Next Digital Era – Louis Lamoureux

Digital Technology Review

Questions to ask yourself:
- When your leaders ask you for information do you say “we can’t get that” frequently?
- Do you struggle to identify what caused spikes in your volume?
- Do you struggle to identify your cost per transaction?
- Are you able to automatically filter out spam?
- Do you hide from your leadership team when they ask how much longer before you figure out whether the team is making or costing the company money?
- Do you really know how to use your tool?
- Does your jaw hit the floor when you’re on meetings with other leaders of social care teams who tell you all the cool stuff their tool can do?
- Are you wondering where all these meetings are with other people who do what you do, and you didn’t know that was a thing?
What steps should I take??
1. Make a list of everything you said yes to above
2. Add anything else that you wish you had
3. Make a list of features that are currently important to you
4. Check out some tool vendors. My favorite:
  1. Conversocial
  2. CX Social
  3. Telligent
What Should I Look For?
1. Channels pulled in – Facebook, Twitter, public forums, private forums, Instagram, Google+ YouTube, LinkedIn, Blogs, Reviews, FourSquare, TripAdvisor (beta), etc.
2. Tagging: see (Episode 24 – Post Tagging Strategy).
3. Ability to integrate knowledge base content
4. Ability to integrate community forums content
5. Push workflow/autoassign/skill based routing

Brought to you by:

The Social Pack: Get on the inside to stay on the topside. Join today!
ParknFly: Save 10% off Posted Rate Reserve Now
bluehost: The Best Web Hosting for just $3.95/month, bluehost is the #1 recommended web hosting by WordPress.org. Every account features 1-click WordPress installation. Plus, bluehost’s trained, in-house experts are there to help 24/7. Their robust help center includes guides, video tutorials and more. You can try them and love them, or get a refund within 30 days fo signing up. Your satisfaction is their top priority and they’re confident you’ll be pleased with their services. Click here to learn more:
Ticket Liquidator: Concerts, Sports Theater tickets. Buy or sell!
GoldMedalWineClub.comWine of the Month Club Award-winning wines delivered to your doorstep every month. They never feature bulk wines, private labels, or closeouts. Each selection is a genuine, small-production wine crafted by a winery with their family’s reputation on the line in each and every bottle.
CraftBeerClub.com: Good People Drink Good Beer. Get the finest craft beers from America’s best microbreweries delivered to your door! They search out exceptional craft beers from around the country and then deliver the monthly beer club selections direct-to-you or your gift recipient’s door. You can choose an ongoing beer club membership or Craft Beer Club gifts to ship monthly, every-other-month or even quarterly. This is a fantastic gift for the Craft Beer enthusiast in your life. Give 1 to 12 shipments and receive up to 3 bonus gifts and an additional $25 bonus with your order.
OneTravel: Search and compare flights from over 450 airlines.

Jobs

Have a job opening? Email Frankie@SociallySupportive.com and I’ll post it to the site.
Looking for a spot? Email Frankie@SociallySupportive.com and I’ll share your resume (privately) with potential employers.

Who’s Doing it Well?

Is your team doing great work? email Frankie@SociallySupportive.com and I’ll post it on the site; maybe discuss it on the show.
Someone else’s team knocking it out of the park? Want their leader on the show? Email Frankie@SociallySupportive.com and I’ll ring them up!

Episode 237 – 9 Great Social Media Responses

Frankie Saucier — Fri, 27 Jul 2018 09:00:50 -0500

A free-form Friday episode. On Friday we go freestyle and talk about whatever we want. Because it’s Friday!

Brought to you by:

The Social Pack: Get on the inside to stay on the topside. Join today!
ParknFly: Save 10% off Posted Rate Reserve Now
bluehost: The Best Web Hosting for just $3.95/month, bluehost is the #1 recommended web hosting service by WordPress.org. Every account features 1-click WordPress installation. Plus, bluehost’s trained, in-house experts are there to help 24/7. Their robust help center includes guides, video tutorials and more. You can try them and love them, or get a refund within 30 days of signing up. Your satisfaction is their top priority and they’re confident you’ll be pleased with their services.
Ticket Liquidator: Concerts, Sports Theater tickets. Buy or sell!
GoldMedalWineClub.comWine of the Month Club Award-winning wines delivered to your doorstep every month. They never feature bulk wines, private labels, or closeouts. Each selection is a genuine, small-production wine crafted by a winery with their family’s reputation on the line in each and every bottle.
CraftBeerClub.com: Good People Drink Good Beer. Get the finest craft beers from America’s best microbreweries delivered to your door! They search out exceptional craft beers from around the country and then deliver the monthly beer club selections direct-to-you or your gift recipient’s door. You can choose an ongoing beer club membership or Craft Beer Club gifts to ship monthly, every-other-month or even quarterly. This is a fantastic gift for the Craft Beer enthusiast in your life. Give 1 to 12 shipments and receive up to 3 bonus gifts and an additional $25 bonus with your order.
OneTravel: Search and compare flights from over 450 airlines.

The Socially Supportive Podcast is part of the C-Suite Radio Network

Announcements:

Catch me on Twitter! @FSaucier
New Book coming soon: What Customers Want

“To listen closely and reply well is the highest perfection we are able to attain in the art of conversation.” – Francois de La Rochefoucauld

Book of the Day: Be Amazing or Go Home: Seven Customer Service Habits That Create Confidence with Everyone – Shep Hyken

9 Great Social Media Responses

That’s not the experience we want you to have.
- This lets customers know you don’t intend for them to have a negative experience. Share then how you want them to feel.
You’ve come to the right place.
- This neutralizes the customer’s fear that you are going to be unhelpful or make things worse.
Let me get to the bottom of this for you.
- Requesting permission to provide assistance in an authoritative way reassures the customer.
Are you still having trouble?
- If a customer reports trouble with your products/services indirectly, feel free to ask if they’re still having trouble as a conversation starter.
Thanks for letting us know about this.
- When an issue is reported, let customers know you’re glad they brought this to your attention so that You can address their concerns
We want you to be happy with your product/service.
- Let customers know that your company is there to provide products/services customers are happy with.
(Answer question first..)… and here’s a link with more information.
- When appropriate, do extra for the customer by providing links to articles, maps, nearby restaurants, any additional data that could be relevant or useful to the situation.
I like (fill in the blank) too!!
- If your agents like Star Wars, and your customer mentions liking Star Wars, encourage them to share that with the customer! It helps make a connection with the customer. Be sincere, though.
I’m so glad we could help/resolve your concern!
- Don’t forget that after resolving the customer’s issue publicly or privately, it’s a good idea to publicly thank the customer for allowing you to solve their issue.

Brought to you by:

The Social Pack: Get on the inside to stay on the topside. Join today!
ParknFly: Save 10% off Posted Rate Reserve Now
bluehost: The Best Web Hosting for just $3.95/month, bluehost is the #1 recommended web hosting by WordPress.org. Every account features 1-click WordPress installation. Plus, bluehost’s trained, in-house experts are there to help 24/7. Their robust help center includes guides, video tutorials and more. You can try them and love them, or get a refund within 30 days fo signing up. Your satisfaction is their top priority and they’re confident you’ll be pleased with their services. Click here to learn more:
Ticket Liquidator: Concerts, Sports Theater tickets. Buy or sell!
GoldMedalWineClub.comWine of the Month Club Award-winning wines delivered to your doorstep every month. They never feature bulk wines, private labels, or close outs. Each selection is a genuine, small-production wine crafted by a winery with their family’s reputation on the line in each and every bottle.
CraftBeerClub.com: Good People Drink Good Beer. Get the finest craft beers from America’s best micro breweries delivered to your door! They search out exceptional craft beers from around the country and then deliver the monthly beer club selections direct-to-you or your gift recipient’s door. You can choose an ongoing beer club membership or Craft Beer Club gifts to ship monthly, every-other-month or even quarterly. This is a fantastic gift for the Craft Beer enthusiast in your life. Give 1 to 12 shipments and receive up to 3 bonus gifts and an additional $25 bonus with your order.
OneTravel: Search and compare flights from over 450 airlines.

Jobs

Have a job opening? Email Frankie@SociallySupportive.com and I’ll post it to the site.
Looking for a spot? Email Frankie@SociallySupportive.com and I’ll share your resume (privately) with potential employers.

Who’s Doing it Well?

- Is your team doing great work? email Frankie@SociallySupportive.com and I’ll post it on the site; maybe discuss it on the show.
- Someone else’s team knocking it out of the park? Want their leader on the show? Email Frankie@SociallySupportive.com and I’ll ring them up!

Episode 236 – Reducing Customer Effort

Frankie Saucier — Thu, 26 Jul 2018 09:00:02 -0500

A Thoughtful Thursday Episode. On Thoughtful Thursday we discuss deep thoughts including overarching strategy and organizational structure.

Brought to you by:

The Social Pack: Get on the inside to stay on the topside. Join today!
ParknFly: Save 10% off Posted Rate Reserve Now
bluehost: The Best Web Hosting for just $3.95/month, bluehost is the #1 recommended web hosting service by WordPress.org. Every account features 1-click WordPress installation. Plus, bluehost’s trained, in-house experts are there to help 24/7. Their robust help center includes guides, video tutorials and more. You can try them and love them, or get a refund within 30 days of signing up. Your satisfaction is their top priority and they’re confident you’ll be pleased with their services.
Ticket Liquidator: Concerts, Sports Theater tickets. Buy or sell!
GoldMedalWineClub.comWine of the Month Club Award-winning wines delivered to your doorstep every month. They never feature bulk wines, private labels, or close outs. Each selection is a genuine, small-production wine crafted by a winery with their family’s reputation on the line in each and every bottle.
CraftBeerClub.com: Good People Drink Good Beer. Get the finest craft beers from America’s best microbreweries delivered to your door! They search out exceptional craft beers from around the country and then deliver the monthly beer club selections direct-to-you or your gift recipient’s door. You can choose an ongoing beer club membership or Craft Beer Club gifts to ship monthly, every-other-month or even quarterly. This is a fantastic gift for the Craft Beer enthusiast in your life. Give 1 to 12 shipments and receive up to 3 bonus gifts and an additional $25 bonus with your order.
OneTravel: Search and compare flights from over 450 airlines.

The Socially Supportive Podcast is Part of the C-Suite Radio Network.

Announcements:

Catch me on Twitter! @FSaucier
New Book coming soon: What Customers Want

“Make your product easier to buy than your competition or you will find your customers buying from them, not you.” – Mark Cuban

Book of the Day: The Effortless Experience: Conquering the New Battleground for Customer Loyalty – Rick DeLisi and Matthew Dixon

Reducing Customer Effort

Why Is It Important?
- Ameyo quotes Walker research with a statistic indicating that Customer Experience will overtake price and product as the key brand differentiator by the year 2020.
- This makes sense as price and product become more commoditized
- Any advantage is worth pursuing
- Effortless customer service is memorable. Very memorable.
5 Steps to Reduce Customer Effort
1. Complete a journey map (see Episode 31 – Journey Mapping)
2. Locate the pain points where customers are putting forth large effort
3. White board ideas to alleviate that pain
4. Create and deploy test plan
5. Measure results and adjust accordingly
What are Some Examples of Pain Points and Possible Solutions?
- Pain Point: Asking customers for information you already have
  - Solution: Make it standard procedure for reps to look up information for customers
- Pain Point: Transferring customers
  - Solution:
    - Empower agents to fully resolve common issues
    - Allow agents to function as concierge to be single point of contact for customers
- Pain Point: Being given the wrong information
  - Solution:
    - Train agents fully and regularly
    - Ensure agents report missing or incorrect information when they find it
- Pain Point: Telling customers you can’t help them
  - Solution:
    - Don’t do that. Seriously.
    - Ensure that agents can resolve all reasonable common requests easily and efficiently
    - For unusual requests, allow agents to take great pains to assist customers
    - Make it a very rare occasion and only for unreasonable requests that customers are told you cannot help

Brought to you by:

The Social Pack: Get on the inside to stay on the topside. Join today!
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bluehost: The Best Web Hosting for just $3.95/month, bluehost is the #1 recommended web hosting by WordPress.org. Every account features 1-click WordPress installation. Plus, bluehost’s trained, in-house experts are there to help 24/7. Their robust help center includes guides, video tutorials and more. You can try them and love them, or get a refund within 30 days fo signing up. Your satisfaction is their top priority and they’re confident you’ll be pleased with their services. Click here to learn more:
Ticket Liquidator: Concerts, Sports Theater tickets. Buy or sell!
GoldMedalWineClub.comWine of the Month Club Award-winning wines delivered to your doorstep every month. They never feature bulk wines, private labels, or close outs. Each selection is a genuine, small-production wine crafted by a winery with their family’s reputation on the line in each and every bottle.
CraftBeerClub.com: Good People Drink Good Beer. Get the finest craft beers from America’s best microbreweries delivered to your door! They search out exceptional craft beers from around the country and then deliver the monthly beer club selections direct-to-you or your gift recipient’s door. You can choose an ongoing beer club membership or Craft Beer Club gifts to ship monthly, every-other-month or even quarterly. This is a fantastic gift for the Craft Beer enthusiast in your life. Give 1 to 12 shipments and receive up to 3 bonus gifts and an additional $25 bonus with your order.
OneTravel: Search and compare flights from over 450 airlines.

Jobs

Have a job opening? Email Frankie@SociallySupportive.com and I’ll post it to the site.
Looking for a spot? Email Frankie@SociallySupportive.com and I’ll share your resume (privately) with potential employers.

Who’s Doing it Well?

Is your team doing great work? email Frankie@SociallySupportive.com and I’ll post it on the site; maybe discuss it on the show.
Someone else’s team knocking it out of the park? Want their leader on the show? Email Frankie@SociallySupportive.com and I’ll ring them up!

Episode 235 – Hiring the Right Type of Agent

Frankie Saucier — Wed, 25 Jul 2018 09:00:50 -0500

A Wisdom Wednesday Episode. On Wisdom Wednesday I bring wisdom from the best books, articles, videos etc. and share the highlights with you!

Brought to you by:

The Social Pack: Get on the inside to stay on the topside. Join today!
ParknFly: Save 10% off Posted Rate Reserve Now
bluehost: The Best Web Hosting for just $3.95/month, bluehost is the #1 recommended web hosting service by WordPress.org. Every account features 1-click WordPress installation. Plus, bluehost’s trained, in-house experts are there to help 24/7. Their robust help center includes guides, video tutorials and more. You can try them and love them, or get a refund within 30 days of signing up. Your satisfaction is their top priority and they’re confident you’ll be pleased with their services.
Ticket Liquidator: Concerts, Sports Theater tickets. Buy or sell!
GoldMedalWineClub.comWine of the Month Club Award-winning wines delivered to your doorstep every month. They never feature bulk wines, private labels, or closeouts. Each selection is a genuine, small-production wine crafted by a winery with their family’s reputation on the line in each and every bottle.
CraftBeerClub.com: Good People Drink Good Beer. Get the finest craft beers from America’s best microbreweries delivered to your door! They search out exceptional craft beers from around the country and then deliver the monthly beer club selections direct-to-you or your gift recipient’s door. You can choose an ongoing beer club membership or Craft Beer Club gifts to ship monthly, every-other-month or even quarterly. This is a fantastic gift for the Craft Beer enthusiast in your life. Give 1 to 12 shipments and receive up to 3 bonus gifts and an additional $25 bonus with your order.
OneTravel: Search and compare flights from over 450 airlines.

The Socially Supportive Podcast is Part of the C-Suite Radio Network

Announcements:

Catch me on Twitter! @FSaucier
New Book coming soon: What Customers Want. Sneak peek for members of the Social Pack.

“I’d rather interview 50 people and not hire anyone than hire the wrong person.” – Jeff Bezos

Book of the Day: Match: A Systematic, Sane Process for Hiring the Right Person Every Time – Dan Erling or get it free with a one-month free trial to Audible.

Hiring the Right Type of Agent

Informed by “Kick-Ass Customer Service” from the January-February 2017 issue of the Harvard Business Review by Matthew Dixon, Lara Ponomareff, Scott Turner and Rick DeLisi

The Overview:

This article is simply fantastic and full of useful information. I highly recommend you give it a read.

For our purposes today we’re focusing on hiring the right type of agent

The Study

The authors conducted a global, cross industry study of 1440 reps

Seven types of agents emerged from the data

The Seven Types of Agents (Everyone is some blended variety but has a dominant type)

Accommodators – Meet customers halfway with discounts and refunds

Competitors – Focus on outperforming other reps

Controllers – Outspoken, opinionated, demonstrate expertise

Empathizers – Good listeners who like helping others

Hard Workers – Follow rules and procedures

Innovators – Process improvers, idea generators

Rocks – Don’t take conversations personally

The Results

42% of managers reported preferring to hire empathizers

But… Customer satisfaction ratings scored much higher with Controllers

What??

Yes!

Because… essentially empathizers apologize and controllers just make things happen. And customers want resolution first and then an apology second.

Summary:

Consider going against long-held beliefs that empathizers should handle your support

Try hiring people who are primarily controllers with undertones of empathy rather than the reverse.

Brought to you by:

The Social Pack: Get on the inside to stay on the topside. Join today!
ParknFly: Save 10% off Posted Rate Reserve Now
bluehost: The Best Web Hosting for just $3.95/month, bluehost is the #1 recommended web hosting by WordPress.org. Every account features 1-click WordPress installation. Plus, bluehost’s trained, in-house experts are there to help 24/7. Their robust help center includes guides, video tutorials and more. You can try them and love them, or get a refund within 30 days fo signing up. Your satisfaction is their top priority and they’re confident you’ll be pleased with their services. Click here to learn more:
Ticket Liquidator: Concerts, Sports Theater tickets. Buy or sell!
GoldMedalWineClub.comWine of the Month Club Award-winning wines delivered to your doorstep every month. They never feature bulk wines, private labels, or closeouts. Each selection is a genuine, small-production wine crafted by a winery with their family’s reputation on the line in each and every bottle.
CraftBeerClub.com: Good People Drink Good Beer. Get the finest craft beers from America’s best microbreweries delivered to your door! They search out exceptional craft beers from around the country and then deliver the monthly beer club selections direct-to-you or your gift recipient’s door. You can choose an ongoing beer club membership or Craft Beer Club gifts to ship monthly, every-other-month or even quarterly. This is a fantastic gift for the Craft Beer enthusiast in your life. Give 1 to 12 shipments and receive up to 3 bonus gifts and an additional $25 bonus with your order.
OneTravel: Search and compare flights from over 450 airlines.

Jobs

Have a job opening? Email Frankie@SociallySupportive.com and I’ll post it to the site.
Looking for a spot? Email Frankie@SociallySupportive.com and I’ll share your resume (privately) with potential employers.

Who’s Doing it Well?

Is your team doing great work? email Frankie@SociallySupportive.com and I’ll post it on the site; maybe discuss it on the show.
Someone else’s team knocking it out of the park? Want their leader on the show? Email Frankie@SociallySupportive.com and I’ll ring them up!

Episode 234 – Rewind – Use Automation to Reduce Handle Time

Frankie Saucier — Tue, 24 Jul 2018 09:00:33 -0500

A Tech Tuesday Episode. All things Technology related to providing digital customer service.

Brought to you by:

The Social Pack: Get on the inside to stay on the topside. Join today!
ParknFly: Save 10% off Posted Rate Reserve Now
bluehost: The Best Web Hosting for just $3.95/month, bluehost is the #1 recommended web hosting service by WordPress.org. Every account features 1-click WordPress installation. Plus, bluehost’s trained, in-house experts are there to help 24/7. Their robust help center includes guides, video tutorials and more. You can try them and love them, or get a refund within 30 days of signing up. Your satisfaction is their top priority and they’re confident you’ll be pleased with their services.
Ticket Liquidator: Concerts, Sports Theater tickets. Buy or sell!
GoldMedalWineClub.comWine of the Month Club Award-winning wines delivered to your doorstep every month. They never feature bulk wines, private labels, or closeouts. Each selection is a genuine, small-production wine crafted by a winery with their family’s reputation on the line in each and every bottle.
CraftBeerClub.com: Good People Drink Good Beer. Get the finest craft beers from America’s best microbreweries delivered to your door! They search out exceptional craft beers from around the country and then deliver the monthly beer club selections direct-to-you or your gift recipient’s door. You can choose an ongoing beer club membership or Craft Beer Club gifts to ship monthly, every-other-month or even quarterly. This is a fantastic gift for the Craft Beer enthusiast in your life. Give 1 to 12 shipments and receive up to 3 bonus gifts and an additional $25 bonus with your order.
OneTravel: Search and compare flights from over 450 airlines.

The Socially Supportive Podcast is Part of the C-Suite Radio Network.

Announcements:

Catch me on Twitter! @FSaucier
I’ll be covering and moderating at The Incite Group’s Customer Service Summit West 6/07-08/2018 in San Diego
New Book coming soon: What Customers Want

“I always choose a lazy person to do a difficult job because he will find an easy way to do it.” – Bill Gates

Book of the Day: The Effortless Experience: Conquering the New Battleground for Customer Loyalty – Rick DeLisi and Matthew Dixon

Use Automation to Reduce Handle Time

Where’s this coming from?
- Michael Roy shared at the Incite Group Customer Service Summit that Alaska Airlines is regularly responding in less than 15 minutes over social media
- This is the new goal for the travel industry
How do you do that?
- I’ve heard consistently that it’s a mix of elements
  - Leadership commitment
  - Capital investment
  - Excellent strategy
  - Fancy technology
Strategic Steps to Reduce Handle Time
- Decide as a company which items you want to respond to, or, what is actionable.
- Decide where you want to respond
- Decide how quickly you want to respond
- Decide how many people you need to respond (to start with)
Technological Steps to Reduce Handle Time
1. Get a fancy tool
  - Conversocial
  - CX Social
2. Set up the tool to bring in all the mentions interesting to your company
  - Brand Mentions
  - Competitor Mentions
3. Apply Tags (see Episode 24 – Post Tagging Strategy)
4. Set filters to remove items your agents don’t need to work directly
  - Remove designated keywords
    - “comment to win”
    - incorrect hits “celebrities with your brand names, companies with the same name, etc.”
5. Apply agent skilling (see Episode 44 – Skilling Agents)
  - New agents work easier items
  - Grow into more complicated items
  - Change skilling to meet volume needs
6. Set Rules
  - Auto close certain items
  - Auto route certain items
7. Use suggestions based on keywords
  - Suggested responses (canned answers as thought starters)
  - Suggested knowledge articles (to direct agents to)
  - Suggested support forum threads (integrate your support community)

Jobs

Have a job opening? Email Frankie@SociallySupportive.com and I’ll post it to the site.
Looking for a spot? Email Frankie@SociallySupportive.com and I’ll share your resume (privately) with potential employers.

Who’s Doing it Well?

Is your team doing great work? email Frankie@SociallySupportive.com and I’ll post it on the site; maybe discuss it on the show.
Someone else’s team knocking it out of the park? Want their leader on the show? Email Frankie@SociallySupportive.com and I’ll ring them up!

Brought to you by:

The Social Pack: Get on the inside to stay on the topside. Join today!
ParknFly: Save 10% off Posted Rate Reserve Now
bluehost: The Best Web Hosting for just $3.95/month, bluehost is the #1 recommended web hosting by WordPress.org. Every account features 1-click WordPress installation. Plus, bluehost’s trained, in-house experts are there to help 24/7. Their robust help center includes guides, video tutorials and more. You can try them and love them, or get a refund within 30 days fo signing up. Your satisfaction is their top priority and they’re confident you’ll be pleased with their services. Click here to learn more:
Ticket Liquidator: Concerts, Sports Theater tickets. Buy or sell!
GoldMedalWineClub.comWine of the Month Club Award-winning wines delivered to your doorstep every month. They never feature bulk wines, private labels, or closeouts. Each selection is a genuine, small-production wine crafted by a winery with their family’s reputation on the line in each and every bottle.
CraftBeerClub.com: Good People Drink Good Beer. Get the finest craft beers from America’s best microbreweries delivered to your door! They search out exceptional craft beers from around the country and then deliver the monthly beer club selections direct-to-you or your gift recipient’s door. You can choose an ongoing beer club membership or Craft Beer Club gifts to ship monthly, every-other-month or even quarterly. This is a fantastic gift for the Craft Beer enthusiast in your life. Give 1 to 12 shipments and receive up to 3 bonus gifts and an additional $25 bonus with your order.
OneTravel: Search and compare flights from over 450 airlines.

Jobs

Have a job opening? Email Frankie@SociallySupportive.com and I’ll post it to the site.
Looking for a spot? Email Frankie@SociallySupportive.com and I’ll share your resume (privately) with potential employers.

Who’s Doing it Well?

Is your team doing great work? email Frankie@SociallySupportive.com and I’ll post it on the site; maybe discuss it on the show.
Someone else’s team knocking it out of the park? Want their leader on the show? Email Frankie@SociallySupportive.com and I’ll ring them up!

Episode 233 – Measuring Customer Satisfaction on Social Channels

Frankie Saucier — Mon, 23 Jul 2018 09:00:59 -0500

A Manic Monday Episode. Manic Monday focuses on Numbers, Measuring, Reporting and Workforce Management.

Brought to you by:

The Social Pack: Get on the inside to stay on the topside. Join today!
ParknFly: Save 10% off Posted Rate Reserve Now
bluehost: The Best Web Hosting for just $3.95/month, bluehost is the #1 recommended web hosting service by WordPress.org. Every account features 1-click WordPress installation. Plus, bluehost’s trained, in-house experts are there to help 24/7. Their robust help center includes guides, video tutorials and more. You can try them and love them, or get a refund within 30 days of signing up. Your satisfaction is their top priority and they’re confident you’ll be pleased with their services.
Ticket Liquidator: Concerts, Sports Theater tickets. Buy or sell!
GoldMedalWineClub.comWine of the Month Club Award-winning wines delivered to your doorstep every month. They never feature bulk wines, private labels, or closeouts. Each selection is a genuine, small-production wine crafted by a winery with their family’s reputation on the line in each and every bottle.
CraftBeerClub.com: Good People Drink Good Beer. Get the finest craft beers from America’s best microbreweries delivered to your door! They search out exceptional craft beers from around the country and then deliver the monthly beer club selections direct-to-you or your gift recipient’s door. You can choose an ongoing beer club membership or Craft Beer Club gifts to ship monthly, every-other-month or even quarterly. This is a fantastic gift for the Craft Beer enthusiast in your life. Give 1 to 12 shipments and receive up to 3 bonus gifts and an additional $25 bonus with your order.
OneTravel: Search and compare flights from over 450 airlines.

The Socially Supportive Podcast is Part of the C-Suite Radio Network

Announcements:

Catch me on Twitter! @FSaucier
New Book coming soon: What Customers Want. Sneak peek for members of the Social Pack.

“A satisfied customer is one who will continue to buy from you, seldom shop around, refer other customers and in general be a superstar advocate for your business.” – Gregory Ciotti

Book of the day: Capturing Loyalty: How to Measure, Generate, and Profit from Highly Satisfied Customers – John A. Larson and Bennett E. McClellan

Measuring Customer Satisfaction on Social Channels

Why do we measure CSAT?
How do we do that?
- Surveys
How do we send these surveys?
- Manually
  - Typeform
  - Survey Monkey
  - Google Forms
- Automatically through Fancy tool
  - Twitter Customer Cards
  - Customer Messenger Chat
What should we ask?
- Questions similar to those being asked by other departments via other methods (for comparison sake)
- NPS Question
  - How likely are you to recommend our company to others? (Scale of 0 to 10, 0=Not at all likely)
- Satisfaction questions
  - Brand
    - How satisfied are you with our brand?
      - Very
      - Pretty Good
      - It’s fine
      - You could do better
      - So disappointed
  - Experience
    - Overall, how was your experience with us today?
      - Awesome
      - Pretty Good
      - Fine
      - Ok
      - Awful
    - Did we solve your issue the first time?
      - Yes
      - No
    - Did it take us more or less time than you thought it should have?
      - Much faster
      - Pretty fast
      - Fine
      - Kinda slow
      - So long
    - Did we understand what you were telling us?
      - Yes
      - No
What do we do with the information?
- Collect it
- Analyze it
- Report on it
- Make changes with it
What would you change?
- Strategy
- Policy
- Training Material
- Agent Behaviors

Brought to you by:

The Social Pack: Get on the inside to stay on the topside. Join today!
ParknFly: Save 10% off Posted Rate Reserve Now
bluehost: The Best Web Hosting for just $3.95/month, bluehost is the #1 recommended web hosting by WordPress.org. Every account features 1-click WordPress installation. Plus, bluehost’s trained, in-house experts are there to help 24/7. Their robust help center includes guides, video tutorials and more. You can try them and love them, or get a refund within 30 days fo signing up. Your satisfaction is their top priority and they’re confident you’ll be pleased with their services. Click here to learn more:
Ticket Liquidator: Concerts, Sports Theater tickets. Buy or sell!
GoldMedalWineClub.comWine of the Month Club Award-winning wines delivered to your doorstep every month. They never feature bulk wines, private labels, or closeouts. Each selection is a genuine, small-production wine crafted by a winery with their family’s reputation on the line in each and every bottle.
CraftBeerClub.com: Good People Drink Good Beer. Get the finest craft beers from America’s best microbreweries delivered to your door! They search out exceptional craft beers from around the country and then deliver the monthly beer club selections direct-to-you or your gift recipient’s door. You can choose an ongoing beer club membership or Craft Beer Club gifts to ship monthly, every-other-month or even quarterly. This is a fantastic gift for the Craft Beer enthusiast in your life. Give 1 to 12 shipments and receive up to 3 bonus gifts and an additional $25 bonus with your order.
OneTravel: Search and compare flights from over 450 airlines.

Jobs

Have a job opening? Email Frankie@SociallySupportive.com and I’ll post it to the site.
Looking for a spot? Email Frankie@SociallySupportive.com and I’ll share your resume (privately) with potential employers.

Who’s Doing it Well?

Is your team doing great work? email Frankie@SociallySupportive.com and I’ll post it on the site; maybe discuss it on the show.
Someone else’s team knocking it out of the park? Want their leader on the show? Email Frankie@SociallySupportive.com and I’ll ring them up!

Episode 230 – Social Care Stats and Trends by Provide Support

Frankie Saucier — Wed, 18 Jul 2018 09:00:49 -0500

Wisdom Wednesday Episode. On Wisdom Wednesday I bring wisdom from the best books, articles, videos etc. and share the highlights with you!

Brought to you by:

The Social Pack: Get on the inside to stay on the topside. Join today!
ParknFly: Save 10% off Posted Rate Reserve Now
bluehost: The Best Web Hosting for just $3.95/month, bluehost is the #1 recommended web hosting service by WordPress.org. Every account features 1-click WordPress installation. Plus, bluehost’s trained, in-house experts are there to help 24/7. Their robust help center includes guides, video tutorials and more. You can try them and love them, or get a refund within 30 days of signing up. Your satisfaction is their top priority and they’re confident you’ll be pleased with their services.
Ticket Liquidator: Concerts, Sports Theater tickets. Buy or sell!
GoldMedalWineClub.comWine of the Month Club Award-winning wines delivered to your doorstep every month. They never feature bulk wines, private labels, or closeouts. Each selection is a genuine, small-production wine crafted by a winery with their family’s reputation on the line in each and every bottle.
CraftBeerClub.com: Good People Drink Good Beer. Get the finest craft beers from America’s best microbreweries delivered to your door! They search out exceptional craft beers from around the country and then deliver the monthly beer club selections direct-to-you or your gift recipient’s door. You can choose an ongoing beer club membership or Craft Beer Club gifts to ship monthly, every-other-month or even quarterly. This is a fantastic gift for the Craft Beer enthusiast in your life. Give 1 to 12 shipments and receive up to 3 bonus gifts and an additional $25 bonus with your order.
OneTravel: Search and compare flights from over 450 airlines.

The Socially Supportive Podcast is Part of the C-Suite Radio Network

Announcements:

The Social Pack: Get on the inside to stay on the topside. Join today!
Read my thoughts in this Forbes article on what marketers should be focusing on right now.
New Book coming soon: What Customers Want. Sneak peek for members of the Social Pack.
Catch me on Twitter! @FSaucier

“It is the mark of a truly intelligent person to be moved by statistics.” – George Bernard Shaw

Book of the Day: High-tech, High-touch Customer Service – Micah Solomon

Social Care Stats and Trends

Informed by “Social Media Customer Service Stats and Trends You Need to Know” from the September 6, 2017 Provide Support blog by Mary Schulzhenko

Includes A Whole Bunch of Great Stats! Use them for:
- Meetings
- Requests for Funding
- Future Planning
Includes A Best Practices Checklist! Use it to:
- Ensure you’re covering all your bases
- Inform your agents
- Build upon

From: www.providesupport.com

Brought to you by:

ParknFly: Save 10% off Posted Rate Reserve Now
bluehost: The Best Web Hosting for just $3.95/month, bluehost is the #1 recommended web hosting by WordPress.org. Every account features 1-click WordPress installation. Plus, bluehost’s trained, in-house experts are there to help 24/7. Their robust help center includes guides, video tutorials and more. You can try them and love them, or get a refund within 30 days fo signing up. Your satisfaction is their top priority and they’re confident you’ll be pleased with their services. Click here to learn more:
Ticket Liquidator: Concerts, Sports Theater tickets. Buy or sell!
GoldMedalWineClub.comWine of the Month Club Award-winning wines delivered to your doorstep every month. They never feature bulk wines, private labels, or closeouts. Each selection is a genuine, small-production wine crafted by a winery with their family’s reputation on the line in each and every bottle.
CraftBeerClub.com: Good People Drink Good Beer. Get the finest craft beers from America’s best microbreweries delivered to your door! They search out exceptional craft beers from around the country and then deliver the monthly beer club selections direct-to-you or your gift recipient’s door. You can choose an ongoing beer club membership or Craft Beer Club gifts to ship monthly, every-other-month or even quarterly. This is a fantastic gift for the Craft Beer enthusiast in your life. Give 1 to 12 shipments and receive up to 3 bonus gifts and an additional $25 bonus with your order.
OneTravel: Search and compare flights from over 450 airlines.

Jobs

Have a job opening? Email Frankie@SociallySupportive.com and I’ll post it to the site.
Looking for a spot? Email Frankie@SociallySupportive.com and I’ll share your resume (privately) with potential employers.

Who’s Doing it Well?

Is your team doing great work? email Frankie@SociallySupportive.com and I’ll post it on the site; maybe discuss it on the show.
Someone else’s team knocking it out of the park? Want their leader on the show? Email Frankie@SociallySupportive.com and I’ll ring them up!

Episode 228 – Reporting on Special Ops

Frankie Saucier — Mon, 16 Jul 2018 09:00:14 -0500

A Manic Monday Episode. Manic Monday focuses on Numbers, Measuring, Reporting and Workforce Management.

Brought to you by:

The Social Pack: Get on the inside to stay on the topside. Join today!
ParknFly: Save 10% off Posted Rate Reserve Now
bluehost: The Best Web Hosting for just $3.95/month, bluehost is the #1 recommended web hosting service by WordPress.org. Every account features 1-click WordPress installation. Plus, bluehost’s trained, in-house experts are there to help 24/7. Their robust help center includes guides, video tutorials and more. You can try them and love them, or get a refund within 30 days of signing up. Your satisfaction is their top priority and they’re confident you’ll be pleased with their services.
Ticket Liquidator: Concerts, Sports Theater tickets. Buy or sell!
GoldMedalWineClub.comWine of the Month Club Award-winning wines delivered to your doorstep every month. They never feature bulk wines, private labels, or closeouts. Each selection is a genuine, small-production wine crafted by a winery with their family’s reputation on the line in each and every bottle.
CraftBeerClub.com: Good People Drink Good Beer. Get the finest craft beers from America’s best microbreweries delivered to your door! They search out exceptional craft beers from around the country and then deliver the monthly beer club selections direct-to-you or your gift recipient’s door. You can choose an ongoing beer club membership or Craft Beer Club gifts to ship monthly, every-other-month or even quarterly. This is a fantastic gift for the Craft Beer enthusiast in your life. Give 1 to 12 shipments and receive up to 3 bonus gifts and an additional $25 bonus with your order.
OneTravel: Search and compare flights from over 450 airlines.

The Socially Supportive Podcast is Part of the C-Suite Radio Network

Announcements:

Read my thoughts in this Forbes article on what marketers should be focusing on right now.
Hear me discuss what digital customer support looks like with David Johnston from the TSA on The Incite Group’s webinar titled “Reimagine Social Media Care for the Customer of 2019”
Catch me on Twitter! @FSaucier
New Book coming soon: What Customers Want. Sneak peek for members of the Social Pack.

“And above all, watch with glittering eyes the whole world around you because the greatest secrets are always hidden in the most unlikely places. Those who don’t believe in magic will never find it.” – Ronald Dahl

Book of the Day: The 4 Disciplines of Execution: Achieving Your Wildly Important Goals – Stephen R. Covey

Reporting on Special Ops

Special Ops Definition (According to Frankie): In Episode 1 – Socially Supportive and 4DX I talk about the whirlwind, which includes all of your regular daily activities. For social customer care leadership, Special Ops, or special operations, are activities that fall outside of those daily activities.

Why it’s Important to Report on Special Ops

To increase awareness

To demonstrate progress

To illustrate organizational benefits

To keep you on track

5 Steps to Locating Your Special Ops and Reporting on Them

Scan your regular weekly reports for regularly reported items including:

KPIs (see Episode 3 – Frankie’s Top 9 KPIs Part 1 and Episode 8 – Frankie’s Top 9 KPIs Part 2

Screen Shots

Anecdotal Information

WIG Goals (see Episode 1 – Socially Supportive and 4DX)

Scan your calendar for the week (Outlook, Google, etc.) and search for;

Meetings you’ve held

Meetings you’ve attended

Meetings you’ve skipped (yeah, you passed on some meetings.)

Scan your emails for the week

Discussions on projects in the works

Requests for assistance from other departments

Recurring issues that continue to hit your inbox

Find one of the following and crown it your special op:

A project you’re already working on

A problem that needs addressing

An opportunity to improve

process

communication

education

KPIs

Make a place on your weekly and start reporting

Define the problem

Advise how this relates to your overall 36 month strategy

Describe the solution

Set baseline

Set target result

Set deadline

create milestone activities

report out every week

Brought to you by:

The Social Pack: Get on the inside to stay on the topside. Join today!
ParknFly: Save 10% off Posted Rate Reserve Now
bluehost: The Best Web Hosting for just $3.95/month, bluehost is the #1 recommended web hosting by WordPress.org. Every account features 1-click WordPress installation. Plus, bluehost’s trained, in-house experts are there to help 24/7. Their robust help center includes guides, video tutorials and more. You can try them and love them, or get a refund within 30 days fo signing up. Your satisfaction is their top priority and they’re confident you’ll be pleased with their services. Click here to learn more:
Ticket Liquidator: Concerts, Sports Theater tickets. Buy or sell!
GoldMedalWineClub.comWine of the Month Club Award-winning wines delivered to your doorstep every month. They never feature bulk wines, private labels, or closeouts. Each selection is a genuine, small-production wine crafted by a winery with their family’s reputation on the line in each and every bottle.
CraftBeerClub.com: Good People Drink Good Beer. Get the finest craft beers from America’s best microbreweries delivered to your door! They search out exceptional craft beers from around the country and then deliver the monthly beer club selections direct-to-you or your gift recipient’s door. You can choose an ongoing beer club membership or Craft Beer Club gifts to ship monthly, every-other-month or even quarterly. This is a fantastic gift for the Craft Beer enthusiast in your life. Give 1 to 12 shipments and receive up to 3 bonus gifts and an additional $25 bonus with your order.
OneTravel: Search and compare flights from over 450 airlines.

Jobs

Have a job opening? Email Frankie@SociallySupportive.com and I’ll post it to the site.
Looking for a spot? Email Frankie@SociallySupportive.com and I’ll share your resume (privately) with potential employers.

Who’s Doing it Well?

Is your team doing great work? email Frankie@SociallySupportive.com and I’ll post it on the site; maybe discuss it on the show.
Someone else’s team knocking it out of the park? Want their leader on the show? Email Frankie@SociallySupportive.com and I’ll ring them up!

Episode 226 – Providing Consistent Support on Digital Channels

Frankie Saucier — Thu, 12 Jul 2018 09:00:36 -0500

A Thoughtful Thursday Episode. On Thoughtful Thursday we discuss deep thoughts including overarching strategy and organizational structure. Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! ParknFly: Save 10% off Posted Rate Reserve Now bluehost: The Best Web Hosting for just $3.95/month, bluehost is the #1 recommended web hosting service by WordPress.org. Every…

Episode 225 – Hiring the Right Type of Agent

Frankie Saucier — Wed, 11 Jul 2018 09:00:50 -0500

Wisdom Wednesday Episode. On Wisdom Wednesday I bring wisdom from the best books, articles, videos etc. and share the highlights with you! Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! ParknFly: Save 10% off Posted Rate Reserve Now bluehost: The Best Web Hosting for just $3.95/month, bluehost is the #1 recommended…

Episode 224 – Features to Look For in a Social Customer Service Engagement Platform

Frankie Saucier — Tue, 10 Jul 2018 09:00:45 -0500

A Tech Tuesday Episode. All things Technology related to providing digital customer service. Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! ParknFly: Save 10% off Posted Rate Reserve Now bluehost: The Best Web Hosting for just $3.95/month, bluehost is the #1 recommended web hosting service by WordPress.org. Every account features 1-click WordPress…

Episode 223 – Frankie’s Top 9 KPIs

Frankie Saucier — Mon, 09 Jul 2018 09:00:36 -0500

A Manic Monday Episode. Manic Monday focuses on Numbers, Measuring, Reporting and Workforce Management. Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! ParknFly: Save 10% off Posted Rate Reserve Now bluehost: The Best Web Hosting for just $3.95/month, bluehost is the #1 recommended web hosting service by WordPress.org. Every account…

Episode 222 – Respond to Everything

Frankie Saucier — Fri, 06 Jul 2018 09:00:22 -0500

A free-form Friday episode. On Friday we go freestyle and talk about whatever we want. Because it’s Friday! Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! ParknFly: Save 10% off Posted Rate Reserve Now bluehost: The Best Web Hosting for just $3.95/month, bluehost is the #1 recommended web hosting…

Episode 221 – Respond to Everything

Frankie Saucier — Thu, 05 Jul 2018 09:00:40 -0500

Episode 220 – Frankie’s 5 Tips for Responding During Severe Weather

Frankie Saucier — Wed, 04 Jul 2018 09:00:31 -0500

Episode 219 – Prioritizing Digital Care Volume

Frankie Saucier — Tue, 03 Jul 2018 09:00:35 -0500

Episode 218 – Calculating Holiday Season Staffing Needs

Frankie Saucier — Mon, 02 Jul 2018 09:00:06 -0500

Episode 215 – Comparing Chatbot and Human Engagements

Frankie Saucier — Wed, 27 Jun 2018 09:00:53 -0500

Episode 214 – How to Create Effective Bots

Frankie Saucier — Tue, 26 Jun 2018 09:00:15 -0500

Episode 210 – Socially Supportive and 4DX

Frankie Saucier — Wed, 20 Jun 2018 09:00:42 -0500

Episode 207 – Attracting and Keeping Millennial Employees

Frankie Saucier — Fri, 15 Jun 2018 09:00:00 -0500

Episode 206 – Journey Mapping with AI

Frankie Saucier — Thu, 14 Jun 2018 09:00:27 -0500

Episode 205 – Effortless CX is Everything

Frankie Saucier — Wed, 13 Jun 2018 09:00:21 -0500

Episode 204 – Interesting Tech from Incite Group’s CSS West

Frankie Saucier — Tue, 12 Jun 2018 09:00:18 -0500

Episode 203 – Top 3 KPIs from Incite’s CSS West

Frankie Saucier — Mon, 11 Jun 2018 09:00:12 -0500

Episode 202 – Top 10 Contact Center Goals for 2018

Frankie Saucier — Fri, 08 Jun 2018 09:00:43 -0500

Episode 201 – Go Proactive with your Social Customer Care

Frankie Saucier — Thu, 07 Jun 2018 09:00:27 -0500

Episode 200 – Message Me with Joshua March

Frankie Saucier — Wed, 06 Jun 2018 09:00:42 -0500

Episode 199 – Conversocial’s Case Management for Social Media with Jason Valdina

Frankie Saucier — Tue, 05 Jun 2018 09:00:01 -0500

Episode 198 – Initial Response Time is Critical in Social Customer Care

Frankie Saucier — Mon, 04 Jun 2018 09:00:28 -0500

Episode 197 – Incite Group Customer Service Summit West Pre-Game

Frankie Saucier — Fri, 01 Jun 2018 09:00:04 -0500

Episode 196 – The Future of Digital Interactions

Frankie Saucier — Thu, 31 May 2018 09:00:30 -0500

Episode 195 – Clarabridge C3 Washington DC Post Game

Frankie Saucier — Wed, 30 May 2018 09:00:17 -0500

Episode 194 – Features to Look For in a Social Customer Service Engagement Platform

Frankie Saucier — Tue, 29 May 2018 09:00:25 -0500

Episode 193 – Trends in Measuring Digital and Social Customer Care

Frankie Saucier — Mon, 28 May 2018 09:00:57 -0500

Episode 190 – Why Chat Should be Part of your Digital Support Program

Frankie Saucier — Wed, 23 May 2018 09:00:53 -0500

A Wisdom Wednesday Episode. On Wisdom Wednesday I bring wisdom from the best books, articles, videos etc. and share the highlights with you! Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! ParknFly: Save 10% off Posted Rate Reserve Now bluehost: The Best Web Hosting for just $3.95/month, bluehost is the #1…

Episode 189 – Avoid These 4 Mistakes with Proactive Chat

Frankie Saucier — Tue, 22 May 2018 09:00:21 -0500

Episode 188 – Rewind – Measuring Asynchronous Handle Time

Frankie Saucier — Mon, 21 May 2018 09:00:26 -0500

Episode 186 – Rewind – Your Social Care Playbook

Frankie Saucier — Thu, 17 May 2018 09:00:06 -0500

Episode 185 – Message Me with Joshua March

Frankie Saucier — Wed, 16 May 2018 09:00:03 -0500

Episode 183 – Rewind – Calculating Holiday Season Staffing Needs

Frankie Saucier — Mon, 14 May 2018 09:00:00 -0500

Episode 182 – Maximizing Productivity

Frankie Saucier — Fri, 11 May 2018 09:00:43 -0500

Episode 181 – Rewind – Outsourcing for Efficiency

Frankie Saucier — Thu, 10 May 2018 09:00:07 -0500

Episode 180 – The Mastery Journal

Frankie Saucier — Wed, 09 May 2018 09:00:42 -0500

Episode 179 – Rewind – Streamlining your Digital Technology

Frankie Saucier — Tue, 08 May 2018 09:00:55 -0500

Episode 179 – Rewind – Streamlining your Digital Technology

Frankie Saucier — Tue, 08 May 2018 09:00:55 -0500

Episode 178 – Rewind – Measuring Opportunities for Efficiency

Frankie Saucier — Mon, 07 May 2018 09:00:56 -0500

Episode 177 – 9 Great Social Media Responses

Frankie Saucier — Fri, 04 May 2018 09:00:36 -0500

Episode 176 – Rewind – Reducing Customer Effort

Frankie Saucier — Thu, 03 May 2018 09:00:21 -0500

Episode 175 – Hiring the Right Type of Agent

Frankie Saucier — Wed, 02 May 2018 09:00:14 -0500

Episode 174 – Rewind – Use Automation to Reduce Handle Time

Frankie Saucier — Tue, 01 May 2018 09:00:15 -0500

Episode 173 – Rewind – Measuring Customer Satisfaction on Social Channels

Frankie Saucier — Mon, 30 Apr 2018 09:00:44 -0500

Episode 172 – Building Agent Confidence

Frankie Saucier — Fri, 27 Apr 2018 09:00:20 -0500

Episode 171 – Rewind – Outsourcing for Efficiency

Frankie Saucier — Thu, 26 Apr 2018 09:00:33 -0500

Episode 170 – Agent Autonomy in Digital Customer Care

Frankie Saucier — Wed, 25 Apr 2018 09:00:52 -0500

Episode 169 – Rewind – Skilling Agents

Frankie Saucier — Tue, 24 Apr 2018 09:00:16 -0500

Episode 168 – Rewind – Measuring Agent Performance

Frankie Saucier — Mon, 23 Apr 2018 09:00:46 -0500

Episode 167 – 3 Ways to Fast Track Community Growth

Frankie Saucier — Fri, 20 Apr 2018 09:00:16 -0500

Episode 166 – Rewind – Community Forum Best Practices with Sarah Grace McCandless

Frankie Saucier — Thu, 19 Apr 2018 09:00:39 -0500

Episode 165 – Crowdsourcing for Better ROI

Frankie Saucier — Wed, 18 Apr 2018 09:00:20 -0500

Episode 164 – Rewind – Private Groups Inside Telligent Community

Frankie Saucier — Mon, 16 Apr 2018 09:00:00 -0500

Episode 163 – Rewind – Top Community Forums KPIs

Frankie Saucier — Sun, 15 Apr 2018 09:00:17 -0500

Episode 161 – Community is Key to Digital Care Strategy

Frankie Saucier — Thu, 12 Apr 2018 09:00:30 -0500

Episode 160 – Winning at Social Customer Care with Dan Gingiss

Frankie Saucier — Wed, 11 Apr 2018 09:00:11 -0500

Episode 159 – Conversocial’s Case Management for Social Media with Jason Valdina

Frankie Saucier — Tue, 10 Apr 2018 09:00:15 -0500

Episode 158 – Rewind – Measuring Social Care ROI with Himadri Sarkar

Frankie Saucier — Mon, 09 Apr 2018 09:00:58 -0500

Episode 157 – 4 Secrets to Fast Response

Frankie Saucier — Fri, 06 Apr 2018 09:00:39 -0500

Episode 156 – Try It Now Philosophy for Social Customer Care

Frankie Saucier — Thu, 05 Apr 2018 09:00:27 -0500

Episode 155 – Generating Revenue with Social Customer Care

Frankie Saucier — Wed, 04 Apr 2018 09:00:11 -0500

Episode 154 – Social Customer Care Technology

Frankie Saucier — Tue, 03 Apr 2018 09:00:32 -0500

Episode 153 – Rewind – Measuring Asynchronous Interactions

Frankie Saucier — Mon, 02 Apr 2018 09:00:48 -0500

Episode 152 – Show Customers that You Care

Frankie Saucier — Fri, 30 Mar 2018 09:00:31 -0500

Episode 151 – Transparency is Critical in Social Customer Care

Frankie Saucier — Thu, 29 Mar 2018 09:00:12 -0500

Episode 150 – Facebook Restrictions on Personal Data Access

Frankie Saucier — Wed, 28 Mar 2018 09:00:52 -0500

Episode 149 – Transparency Around Facebook Data Collection

Frankie Saucier — Tue, 27 Mar 2018 09:00:18 -0500

Episode 148 – Reporting on Facebook

Frankie Saucier — Mon, 26 Mar 2018 13:10:31 -0500

Episode 147 – Building Customer Relationships

Frankie Saucier — Fri, 23 Mar 2018 09:00:38 -0500

Episode 146 – Response Equality on Social Customer Care

Frankie Saucier — Thu, 22 Mar 2018 09:00:35 -0500

Episode 145 – Social Care Incident Response Solved in 5 Questions

Frankie Saucier — Wed, 21 Mar 2018 09:00:31 -0500

Episode 144 – Making Chatbots Flexible

Frankie Saucier — Tue, 20 Mar 2018 09:00:42 -0500

Episode 143 – 2018 State of Digital Customer Service

Frankie Saucier — Mon, 19 Mar 2018 09:00:48 -0500

Episode 142 – 5 Reasons Your Agents Can Love Working with Chatbots

Frankie Saucier — Fri, 16 Mar 2018 09:00:44 -0500

Episode 141 – Strategy for Chatbot Use

Frankie Saucier — Thu, 15 Mar 2018 09:00:32 -0500

Episode 140 – Comparing Chatbot and Human Engagements

Frankie Saucier — Wed, 14 Mar 2018 09:00:42 -0500

Episode 139 – How to Create Effective Bots

Frankie Saucier — Tue, 13 Mar 2018 09:00:22 -0500

Episode 138 – 11 Important Chatbot Program Metrics

Frankie Saucier — Mon, 12 Mar 2018 09:00:37 -0500

Episode 137 – Shep Hyken’s 5 Steps to Dealing with Moments of Misery

Frankie Saucier — Fri, 09 Mar 2018 09:00:01 -0500

Episode 136 – Wisdom from Shep Hyken at SMMW18

Frankie Saucier — Thu, 08 Mar 2018 09:00:18 -0500

Episode 135 – Wisdom from Dan Gingiss at SMMW18

Frankie Saucier — Wed, 07 Mar 2018 09:00:17 -0500

Episode 134 – Chatbot Talk from Social Media Marketing World 2018

Frankie Saucier — Tue, 06 Mar 2018 09:00:23 -0500

Episode 133 – Stats from Social Media Marketing World 2018

Frankie Saucier — Mon, 05 Mar 2018 09:00:00 -0500

Episode 132 – Top 5 Customer Complaints About Customer Support Chat

Frankie Saucier — Fri, 02 Mar 2018 09:00:58 -0500

A free form Friday episode. On Friday we go free style and talk about whatever we want. Because it’s Friday! Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! ParknFly: Save 10% off Posted Rate Reserve Now bluehost: The Best Web Hosting for just $3.95/month, bluehost is the #1 recommended…

Episode 131 – Digital Customer Service for Millennials

Frankie Saucier — Thu, 01 Mar 2018 09:00:23 -0500

Episode 130 – Why Chat Should be Part of your Digital Support Program

Frankie Saucier — Wed, 28 Feb 2018 09:00:10 -0500

Episode 129 – Avoid These 4 Mistakes with Proactive Chat

Frankie Saucier — Tue, 27 Feb 2018 09:00:15 -0500

Episode 128 – Measuring the Digital Customer Experience

Frankie Saucier — Mon, 26 Feb 2018 09:00:15 -0500

Episode 127 – Social Media Marketing World Pre-Game

Frankie Saucier — Fri, 23 Feb 2018 09:00:38 -0500

Episode 126 – Skills for Digital Care Agents with Shane Ketterman

Frankie Saucier — Thu, 22 Feb 2018 09:00:31 -0500

Episode 125 – Don’t Apologize, Solve Problems

Frankie Saucier — Wed, 21 Feb 2018 09:00:30 -0500

Episode 124 – Agent Tech for Digital Customer Support

Frankie Saucier — Tue, 20 Feb 2018 09:00:35 -0500

Episode 123 – Agent Scorecards with Shane Ketterman

Frankie Saucier — Mon, 19 Feb 2018 09:00:37 -0500

Episode 122 – Top 10 Contact Center Goals for 2018

Frankie Saucier — Fri, 16 Feb 2018 09:00:00 -0500

Episode 121 – Go Proactive with your Social Customer Care

Frankie Saucier — Thu, 15 Feb 2018 09:00:39 -0500

Episode 120 – 6 Keys to Social Customer Care

Frankie Saucier — Wed, 14 Feb 2018 09:00:32 -0500

Episode 119 – Social Media Use is on the Rise

Frankie Saucier — Tue, 13 Feb 2018 09:00:56 -0500

Episode 118 – 7 Metrics for Social Care Engagement

Frankie Saucier — Mon, 12 Feb 2018 09:00:12 -0500

Episode 117 – The Future of Customer Service

Frankie Saucier — Fri, 09 Feb 2018 09:00:46 -0500

Episode 116 – Friction Zero Service with Shane Ketterman

Frankie Saucier — Thu, 08 Feb 2018 09:00:21 -0500

Episode 115 – 5 Survey Questions to Ask with Sandi Stretch

Frankie Saucier — Wed, 07 Feb 2018 09:00:23 -0500

Episode 114 – 4 Steps to Begin Serving Customers on Instagram

Frankie Saucier — Tue, 06 Feb 2018 09:00:34 -0500

Episode 113 – Measuring CSAT Through Surveys with Sandi Stretch

Frankie Saucier — Mon, 05 Feb 2018 09:00:31 -0500

Episode 112 – Delivering Digital Experience at Speed

Frankie Saucier — Fri, 02 Feb 2018 09:00:19 -0500

Episode 111 – Promoting Private Pathways

Frankie Saucier — Thu, 01 Feb 2018 09:00:34 -0500

Episode 110 – Gymshark’s Social Care Story

Frankie Saucier — Wed, 31 Jan 2018 09:00:51 -0500

Episode 109 – 7 Onsite Vendor Demo Tips

Frankie Saucier — Tue, 30 Jan 2018 09:00:34 -0500

Episode 108 – 6 KPIs for Digital Experience Success

Frankie Saucier — Mon, 29 Jan 2018 09:00:36 -0500

Episode 107 – Convenience is King of Customer Experience

Frankie Saucier — Fri, 26 Jan 2018 09:00:12 -0500

Episode 106 – Providing Consistent Support on Digital Channels

Frankie Saucier — Thu, 25 Jan 2018 09:00:04 -0500

Episode 105 – 5 Marketing Trends Impacting Customer Support

Frankie Saucier — Wed, 24 Jan 2018 09:00:49 -0500

Episode 104 – 2018 Chatbot Statistics

Frankie Saucier — Tue, 23 Jan 2018 09:00:56 -0500

Episode 103 – 2018 Customer Support Stats

Frankie Saucier — Mon, 22 Jan 2018 09:00:39 -0500

Episode 102 – The Secret To Providing the Best Digital Customer Support

Frankie Saucier — Fri, 19 Jan 2018 09:00:10 -0500

A free form Friday episode. On Friday we go free style and talk about whatever we want. Because it’s Friday! Part of the C-Suite Radio Network Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! ParknFly: Save 10% off Posted Rate Reserve Now bluehost: The Best Web Hosting for just $3.95/month,…

Episode 101 – 5 Mistakes You’re Making in Digital Customer Care

Frankie Saucier — Thu, 18 Jan 2018 09:00:51 -0500

Episode 100 – Socially Supportive Hits 100 Episodes

Frankie Saucier — Wed, 17 Jan 2018 09:00:41 -0500

Episode 99 – CoBrowse with Median’s CEO Derek Homann

Frankie Saucier — Tue, 16 Jan 2018 09:00:37 -0500

A Tech Tuesday Episode. All things Technology related to providing digital customer service. Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! ParknFly: Save 10% off Posted Rate Reserve Now bluehost: The Best Web Hosting for just $3.95/month, bluehost is the #1 recommended web hosting by WordPress.org. Every account features 1-click WordPress installation.…

Episode 98 – Measuring Chatbot Success

Frankie Saucier — Mon, 15 Jan 2018 09:00:47 -0500

Episode 97 – Building Agent Confidence

Frankie Saucier — Fri, 12 Jan 2018 09:00:42 -0500

Episode 96 – Outsourcing for Efficiency

Frankie Saucier — Thu, 11 Jan 2018 09:00:55 -0500

Episode 95 – Trends That Will Take Over 2018

Frankie Saucier — Wed, 10 Jan 2018 09:00:22 -0500

Episode 94 – Prioritizing Digital Care Volume

Frankie Saucier — Tue, 09 Jan 2018 09:00:42 -0500

A Tech Tuesday Episode. All things Technology related to providing digital customer service. Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! ParknFly: Save 10% off Posted Rate Reserve Now bluehost: The Best Web Hosting for just $3.95/month, bluehost is the #1 recommended web hosting by WordPress.org. Every account features 1-click WordPress installation.…

Episode 93 – Measuring Opportunities for Efficiency

Frankie Saucier — Mon, 08 Jan 2018 09:00:14 -0500

Episode 92 – Maximizing Productivity

Frankie Saucier — Fri, 05 Jan 2018 09:00:07 -0500

Episode 91 – Digital CX Refresh

Frankie Saucier — Thu, 04 Jan 2018 09:00:38 -0500

A Thoughtful Thursday Episode. On Thoughtful Thursday we discuss deep thoughts including overarching strategy and organizational structure. Part of the C-Suite Radio Network Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! ParknFly: Save 10% off Posted Rate Reserve Now bluehost: The Best Web Hosting for just $3.95/month, bluehost is the #1 recommended…

Episode 90 – The Mastery Journal

Frankie Saucier — Wed, 03 Jan 2018 09:00:43 -0500

A Wisdom Wednesday Episode. On Wisdom Wednesday I bring wisdom from the best books, articles, videos etc. and share the highlights with you! Part of the C-Suite Radio Network Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! ParknFly: Save 10% off Posted Rate Reserve Now bluehost: The Best Web…

Episode 89 – Streamlining your Digital Technology

Frankie Saucier — Tue, 02 Jan 2018 09:00:48 -0500

A Tech Tuesday Episode. All things Technology related to providing digital customer service. Part of the C-Suite Radio Network Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! ParknFly: Save 10% off Posted Rate Reserve Now bluehost: The Best Web Hosting for just $3.95/month, bluehost is the #1 recommended web hosting by WordPress.org.…

Episode 88 – Decluttering Your Reports

Frankie Saucier — Mon, 01 Jan 2018 09:00:35 -0500

A Manic Monday Episode. Manic Monday focuses on Numbers, Measuring, Reporting and Workforce Management. Part of the C-Suite Radio Network Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! ParknFly: Save 10% off Posted Rate Reserve Now bluehost: The Best Web Hosting for just $3.95/month, bluehost is the #1 recommended web…

Episode 87 – 2017 Socially Supportive Recap

Frankie Saucier — Fri, 29 Dec 2017 09:00:57 -0500

A free form Friday episode. On Friday we go free style and talk about whatever we want. Because it’s Friday! Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! Telligent, a Verint Company: Do you need a support community? Yes, you probably do. Support communities are a critical…

Episode 86 – Strategy for Next Year in a Hurry

Frankie Saucier — Thu, 28 Dec 2017 09:00:35 -0500

A Thoughtful Thursday Episode. On Thoughtful Thursday we discuss deep thoughts including overarching strategy and organizational structure. Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! Telligent, a Verint Company:Do you need a support community? Yes, you probably do. Support communities are a critical component to a healthy digital customer…

Episode 85 – 2018 Predictions for Digital Customer Care

Frankie Saucier — Wed, 27 Dec 2017 09:00:50 -0500

A Wisdom Wednesday Episode. On Wisdom Wednesday I bring wisdom from the best books, articles, videos etc. and share the highlights with you! Part of the C-Suite Radio Network Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! Telligent, a Verint Company: Do you need a support community? Yes,…

Episode 84 – Digital Technology Review

Frankie Saucier — Tue, 26 Dec 2017 09:00:00 -0500

A Tech Tuesday Episode. All things Technology related to providing digital customer service. Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! Telligent, a Verint Company: Do you need a support community? Yes, you probably do. Support communities are a critical component to a healthy digital customer support program. Telligent,…

Episode 83 – End of Year Review

Frankie Saucier — Mon, 25 Dec 2017 09:00:35 -0500

A Manic Monday Episode. Manic Monday focuses on Numbers, Measuring, Reporting and Workforce Management. Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! Telligent, a Verint Company: Do you need a support community? Yes, you probably do. Support communities are a critical component to a healthy digital customer…

Episode 82 – 3 Key Factors in Digital CX Design with Sarah Grace McCandless

Frankie Saucier — Fri, 22 Dec 2017 09:00:03 -0500

A free form Friday episode. On Friday we go free style and talk about whatever we want. Because it’s Friday! Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! Telligent, a Verint Company: A leader in community software for support communities and digital marketing. Its social software solutions help…

Episode 81 – House Rules for your Digital Properties

Frankie Saucier — Thu, 21 Dec 2017 09:00:23 -0500

A Thoughtful Thursday Episode. On Thoughtful Thursday we discuss deep thoughts including overarching strategy and organizational structure. Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! Telligent, a Verint Company: Do you need a support community? Yes, you probably do. Community is a critical component in your digital customer support program…

Episode 80 – Agent Autonomy in Digital Customer Care

Frankie Saucier — Wed, 20 Dec 2017 09:00:30 -0500

A Wisdom Wednesday Episode. On Wisdom Wednesday I bring wisdom from the best books, articles, videos etc. and share the highlights with you! Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! Telligent, a Verint Company: A leader in community software for support communities and digital marketing. Its social…

Episode 79 – Private Groups Inside Telligent Community

Frankie Saucier — Tue, 19 Dec 2017 09:00:19 -0500

A Tech Tuesday Episode. All things Technology related to providing digital customer service. Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! Telligent, a Verint Company: A leader in community software for digital marketing and support communities. Its social software solutions help bring together modern collaboration technologies into a single…

Episode 78 – Measuring Customer Satisfaction on Social Channels

Frankie Saucier — Mon, 18 Dec 2017 09:00:21 -0500

A Manic Monday Episode. Manic Monday focuses on Numbers, Measuring, Reporting and Workforce Management. Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! Telligent, a Verint Company: Do you need a support community? Yes, you probably do. Support communities are a critical component to a healthy digital customer…

Episode 77 – 9 Great Social Media Responses

Frankie Saucier — Fri, 15 Dec 2017 09:00:27 -0500

A free form Friday episode. On Friday we go free style and talk about whatever we want. Because it’s Friday! Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! Telligent, a Verint Company: A leader in community software for support communities and digital marketing. Its social software solutions help…

Episode 76 – What Customers Want on Social Media

Frankie Saucier — Thu, 14 Dec 2017 09:00:26 -0500

A Thoughtful Thursday Episode. On Thoughtful Thursday we discuss deep thoughts including overarching strategy and organizational structure. Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! Telligent, a Verint Company: A leader in community software for support communities and digital marketing. Its social software solutions help bring together modern collaboration technologies…

Episode 75 – The TSA Provides Social Customer Care with David Johnston

Frankie Saucier — Wed, 13 Dec 2017 09:00:07 -0500

A Wisdom Wednesday Episode. On Wisdom Wednesday I bring wisdom from the best books, articles, videos etc. and share the highlights with you! Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! Telligent, a Verint Company: A leader in community software for support communities and digital marketing. Its social…

Episode 74 – Use Automation to Reduce Handle Time

Frankie Saucier — Tue, 12 Dec 2017 09:00:26 -0500

A Tech Tuesday Episode. All things Technology related to providing digital customer service. Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! Telligent, a Verint Company: A leader in community software for digital marketing and support communities. Its social software solutions help bring together modern collaboration technologies into a single…

Episode 73 – 7 Holiday Gifts Under $30 for Your Social Customer Care Contacts

Frankie Saucier — Mon, 11 Dec 2017 09:00:17 -0500

A Manic Monday Episode. Manic Monday focuses on Numbers, Measuring, Reporting and Workforce Management. Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! Telligent, a Verint Company: A leader in community software for digital marketing and support communities. Its social software solutions help bring together modern collaboration technologies into…

Episode 72 – Responding on Social Media

Frankie Saucier — Fri, 08 Dec 2017 09:00:01 -0500

A free form Friday episode. On Friday we go free style and talk about whatever we want. Because it’s Friday! Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! Telligent, a Verint Company: A leader in community software for support communities and digital marketing. Its social software solutions help…

Episode 71 – Separate Twitter Handles for Care?

Frankie Saucier — Thu, 07 Dec 2017 09:00:54 -0500

A Thoughtful Thursday Episode. On Thoughtful Thursday we discuss deep thoughts including overarching strategy and organizational structure. Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! Telligent, a Verint Company: A leader in community software for digital marketing and support communities. Its social software solutions help bring together modern collaboration technologies…

Episode 70 – 3 Tips for Successful Social Customer Care

Frankie Saucier — Wed, 06 Dec 2017 09:00:51 -0500

A Wisdom Wednesday Episode. On Wisdom Wednesday I bring wisdom from the best books, articles, videos etc. and share the highlights with you! Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! Telligent, a Verint Company: A leader in community software for support communities and digital marketing. Its social…

Episode 69 – Facebook Transparency Effects on Social Customer Care

Frankie Saucier — Tue, 05 Dec 2017 09:00:15 -0500

A Tech Tuesday Episode. All things Technology related to providing digital customer service. Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! Telligent, a Verint Company: A leader in community software for digital marketing and support communities. Its social software solutions help bring together modern collaboration technologies into a single…

Episode 68 – Calculating Holiday Season Staffing Needs

Frankie Saucier — Mon, 04 Dec 2017 09:00:58 -0500

A Manic Monday Episode. Manic Monday focuses on Numbers, Measuring, Reporting and Workforce Management. Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! Telligent, a Verint Company: A leader in community software for digital marketing and support communities. Its social software solutions help bring together modern collaboration technologies into…

Episode 67 – Social Response Strategy for Small Teams

Frankie Saucier — Fri, 01 Dec 2017 09:00:06 -0500

A free form Friday episode. On Friday we go free style and talk about whatever we want. Because it’s Friday! Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! Telligent, a Verint Company: A leader in community software for support communities and digital marketing. Its social software solutions help…

Episode 66 – Gamification Theory

Frankie Saucier — Thu, 30 Nov 2017 09:00:42 -0500

A Thoughtful Thursday Episode. On Thoughtful Thursday we discuss deep thoughts including overarching strategy and organizational structure. Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! Telligent, a Verint Company: A leader in community software for digital marketing and support communities. Its social software solutions help bring together modern collaboration technologies…

Episode 65 – Crowdsourcing for Better ROI

Frankie Saucier — Wed, 29 Nov 2017 09:00:33 -0500

A Wisdom Wednesday Episode. On Wisdom Wednesday I bring wisdom from the best books, articles, videos etc. and share the highlights with you! Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! Telligent, a Verint Company: A leader in community software for digital marketing and support communities. Its social…

Episode 64 – Planning Tech for Millennials

Frankie Saucier — Tue, 28 Nov 2017 09:00:11 -0500

A Tech Tuesday Episode. All things Technology related to providing digital customer service. Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! Telligent, a Verint Company: A leader in community software for digital marketing and support communities. Its social software solutions help bring together modern collaboration technologies into a single…

Episode 63 – Measuring Deflection with Surveys

Frankie Saucier — Mon, 27 Nov 2017 09:00:54 -0500

A Manic Monday Episode. Manic Monday focuses on Numbers, Measuring, Reporting and Workforce Management. Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! Telligent, a Verint Company: A leader in community software for digital marketing and support communities. Its social software solutions help bring together modern collaboration technologies into…

Episode 62 – 4 Steps to Rapid Response

Frankie Saucier — Fri, 24 Nov 2017 09:00:22 -0500

A free form Friday episode. On Friday we go free style and talk about whatever we want. Because it’s Friday! Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! Telligent, a Verint Company: A leader in community software for digital marketing and support communities. Its social software solutions help…

Episode 61 – Socially Devoted Results 3Q17 by Socialbakers

Frankie Saucier — Thu, 23 Nov 2017 09:00:33 -0500

A Thoughtful Thursday Episode. On Thoughtful Thursday we discuss deep thoughts including overarching strategy and organizational structure. Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! Telligent, a Verint Company: A leader in community software for digital marketing and support communities. Its social software solutions help bring together modern collaboration technologies…

Episode 60 – Incite Group Customer Service Summit Post-Game

Frankie Saucier — Wed, 22 Nov 2017 09:00:52 -0500

A Wisdom Wednesday Episode. On Wisdom Wednesday I bring wisdom from the best books, articles, videos etc. and share the highlights with you! Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! Telligent, a Verint Company: A leader in community software for digital marketing and support communities. Its social…

Episode 59 – Conversocial’s Case Management for Social Media with Jason Valdina

Frankie Saucier — Tue, 21 Nov 2017 09:00:29 -0500

A Tech Tuesday Episode. All things Technology related to providing digital customer service. Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! Telligent, a Verint Company: A leader in community software for digital marketing and support communities. Its social software solutions help bring together modern collaboration technologies into a single…

Episode 58 – Using Heat Maps for Social Customer Care

Frankie Saucier — Mon, 20 Nov 2017 09:00:23 -0500

A Manic Monday Episode. Manic Monday focuses on Numbers, Measuring, Reporting and Workforce Management. Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! Telligent, a Verint Company: A leader in community software for digital marketing and support communities. Its social software solutions help bring together modern collaboration technologies into…

Episode 57 – 3 Ways to Fast Track Community Growth

Frankie Saucier — Fri, 17 Nov 2017 09:00:39 -0500

A free form Friday episode. On Friday we go free style and talk about whatever we want. Because it’s Friday! Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! Telligent, a Verint Company: A leader in community software for digital marketing and support communities. Its social software solutions help…

Episode 56 – Choosing the Right Flexible Outsource Partner with Jerry Shaver

Frankie Saucier — Thu, 16 Nov 2017 09:00:49 -0500

A Thoughtful Thursday Episode. On Thoughtful Thursday we discuss deep thoughts including overarching strategy and organizational structure. Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! Telligent, a Verint Company: A leader in community software for digital marketing and support communities. Its social software solutions help bring together modern collaboration technologies…

Episode 55 – Incite Group Customer Service Summit Pre-Game

Frankie Saucier — Wed, 15 Nov 2017 09:00:38 -0500

A Wisdom Wednesday Episode. On Wisdom Wednesday I bring wisdom from the best books, articles, videos etc. and share the highlights with you! Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! Telligent, a Verint Company: A leader in community software for digital marketing and support communities. Its social…

Episode 54 – Messenger Customer Chat Comes to Conversocial

Frankie Saucier — Tue, 14 Nov 2017 09:00:59 -0500

A Tech Tuesday Episode. All things Technology related to providing digital customer service. Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! Telligent, a Verint Company: A leader in community software for digital marketing and support communities. Its social software solutions help bring together modern collaboration technologies into a single…

Episode 51 – Why Community Should be Part of Your Digital Strategy

Frankie Saucier — Mon, 13 Nov 2017 22:38:08 -0500

A Thoughtful Thursday Episode. On Thoughtful Thursday we discuss deep thoughts including overarching strategy and organizational structure. Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! Telligent, a Verint Company: A leader in community software for digital marketing and support communities. Its social software solutions help bring together modern collaboration technologies…

Episode 53 – Calculating Social Care ROI with Himadri Sarkar

Frankie Saucier — Mon, 13 Nov 2017 09:00:32 -0500

A Manic Monday Episode. Manic Monday focuses on Numbers, Measuring, Reporting and Workforce Management. Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! Telligent, a Verint Company: A leader in community software for digital marketing and support communities. Its social software solutions help bring together modern collaboration technologies into…

Episode 52 – 5 Tips to Preserve High Performance in Agents

Frankie Saucier — Fri, 10 Nov 2017 09:00:01 -0500

A free form Friday episode. On Friday we go free style and talk about whatever we want. Because it’s Friday! Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! Telligent, a Verint Company: A leader in community software for digital marketing and support communities. Its social software solutions help…

Episode 51 – Why Community Should be Part of Your Digital Strategy

Frankie Saucier — Thu, 09 Nov 2017 13:45:18 -0500

A Thoughtful Thursday Episode. On Thoughtful Thursday we discuss deep thoughts including overarching strategy and organizational structure. Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! Telligent, a Verint Company: A leader in community software for digital marketing and support communities. Its social software solutions help bring together modern collaboration technologies…

Episode 51 – Why Community Should be Part of Your Digital Strategy

Frankie Saucier — Thu, 09 Nov 2017 13:45:18 -0500

A Thoughtful Thursday Episode. On Thoughtful Thursday we discuss deep thoughts including overarching strategy and organizational structure. Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! Telligent, a Verint Company: A leader in community software for digital marketing and support communities. Its social software solutions help bring together modern collaboration technologies…

Episode 50 – Winning at Social Customer Care with Dan Gingiss

Frankie Saucier — Wed, 08 Nov 2017 09:00:16 -0500

A Wisdom Wednesday Episode. On Wisdom Wednesday I bring wisdom from the best events, books, articles, videos etc. and share the highlights with you! Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! Telligent, a Verint Company: A leader in community software for digital marketing and support communities. Its…

Episode 49 – Agent IQ with Craig Davis

Frankie Saucier — Tue, 07 Nov 2017 09:00:19 -0500

A Tech Tuesday Episode. All things Technology related to providing digital customer service. Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! Telligent, a Verint Company: A leader in community software for digital marketing and support communities. Its social software solutions help bring together modern collaboration technologies into a single…

Episode 48 – Top KPIs for Measuring Community Forum Health

Frankie Saucier — Mon, 06 Nov 2017 09:00:49 -0500

A Manic Monday Episode. Manic Monday focuses on Numbers, Measuring, Reporting and Workforce Management. Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! Telligent, a Verint Company: A leader in community software for digital marketing and support communities. Its social software solutions help bring together modern collaboration technologies into…

Episode 47 – The Rise of Social Customer Care by Websitebuilder [Infographic]

Frankie Saucier — Fri, 03 Nov 2017 09:00:13 -0500

A free form Friday episode. On Friday we go free style and talk about whatever we want. Because it’s Friday! Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! Telligent, a Verint Company: A leader in community software for digital marketing and support communities. Its social software solutions help…

Episode 46 – Top 3 Community Forum Best Practices with Sarah Grace McCandless

Frankie Saucier — Thu, 02 Nov 2017 09:00:33 -0500

A Thoughtful Thursday Episode. On Thoughtful Thursday we discuss deep thoughts including overarching strategy and organizational structure. Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! Telligent by Verint: A leader in community software for digital marketing and support communities. Its social software solutions help bring together modern collaboration technologies…

Episode 45 – Message Me with Joshua March

Frankie Saucier — Wed, 01 Nov 2017 09:00:01 -0500

A Wisdom Wednesday Episode. On Wisdom Wednesday I bring wisdom from the best events, books, articles, videos etc. and share the highlights with you! Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! Telligent: A leader in community software for digital marketing and support communities. Its social software solutions…

Episode 44 – Skilling Agents

Frankie Saucier — Tue, 31 Oct 2017 09:00:40 -0500

A Tech Tuesday Episode. All things Technology related to providing digital customer service. Brought to you by: The Social Pack. Get on the Inside to stay on the top side. Head to SociallySupportive.com and join today for the latest tips, tricks and technology in social customer care. MorningBrooke Digital Consultancy: If you need help with digital customer support strategy…

Episode 43 – Initial Response Time is Critical in Social Customer Care

Frankie Saucier — Mon, 30 Oct 2017 09:00:01 -0500

A Manic Monday Episode. Manic Monday focuses on Numbers, Measuring, Reporting and Workforce Management. Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! MorningBrooke Digital Consultancy: If you need help with digital customer support strategy go to www.MorningBrookeDigital.com “Take time to deliberate; but when the time for…

Episode 42 – What to Include in Your Crisis Communications Plan

Frankie Saucier — Fri, 27 Oct 2017 09:00:59 -0500

A free form Friday episode. On Friday we go free style and talk about whatever we want. Because it’s Friday! Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! MorningBrooke Digital Consultancy: If you need help with digital customer support strategy go to www.MorningBrookeDigital.com “The Chinese use two…

Episode 41 – Your Social Care Playbook

Frankie Saucier — Thu, 26 Oct 2017 09:00:06 -0500

A Thoughtful Thursday Episode. On Thoughtful Thursday we discuss deep thoughts including overarching strategy and organizational structure. Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! MorningBrooke Digital Consultancy: If you need help with digital customer support strategy visit www.MorningBrookeDigital.com “All you need is the plan, the road map, and…

Episode 40 – Highlights from the 2017 Definitive Guide

Frankie Saucier — Wed, 25 Oct 2017 09:00:54 -0500

A Wisdom Wednesday Episode. On Wisdom Wednesday I bring wisdom from the best events, books, articles, videos etc. and share the highlights with you! Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! MorningBrooke Digital Consultancy: If you need help with digital customer support strategy go to www.MorningBrookeDigital.com “Messaging…

Episode 39 – Features to Look For in a Social Customer Service Engagement Platform

Frankie Saucier — Tue, 24 Oct 2017 09:00:27 -0500

A Tech Tuesday Episode. All things Technology related to providing digital customer service. Brought to you by: The Social Pack. Get on the Inside to stay on the top side. Head to SociallySupportive.com and join today for the latest tips, tricks and technology in social customer care. MorningBrooke Digital. Visit www.MorningBrookeDigital.com for help with creating strategies around holiday coverage and more!…

Episode 38 – Measuring the Value of Social Customer Care with Erik Larson

Frankie Saucier — Mon, 23 Oct 2017 09:00:01 -0500

A Manic Monday Episode. Manic Monday focuses on Numbers, Measuring, Reporting and Workforce Management. Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! MorningBrooke Digital Consultancy: If you need help with digital customer support strategy go to www.MorningBrookeDigital.com “Tell me how you measure me and I will…

Episode 37 – Games for Team Building and Training

Frankie Saucier — Fri, 20 Oct 2017 11:57:59 -0500

A free form Friday episode. On Friday we go free style and talk about whatever we want. Because it’s Friday! Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! MorningBrooke Digital Consultancy: If you need help with digital customer support strategy go to www.MorningBrookeDigital.com “Of all the hard…

Episode 36 – Reducing Customer Effort

Frankie Saucier — Thu, 19 Oct 2017 09:00:19 -0500

A Thoughtful Thursday Episode. On Thoughtful Thursday we discuss deep thoughts including overarching strategy and organizational structure. Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! MorningBrooke Digital Consultancy: If you need help with digital customer support strategy visit www.MorningBrookeDigital.com “Make your product easier to buy than your competition or…

Episode 35 – Clarabridge’s C3 London Coverage

Frankie Saucier — Wed, 18 Oct 2017 09:00:50 -0500

A Wisdom Wednesday Episode. On Wisdom Wednesday I bring wisdom from the best events, books, articles, videos etc. and share the highlights with you! Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! MorningBrooke Digital Consultancy: If you need help with digital customer support strategy go to www.MorningBrookeDigital.com “Innovation…

Episode 34 – Facebook Messenger Configuration

Frankie Saucier — Tue, 17 Oct 2017 09:00:58 -0500

A Tech Tuesday Episode. All things Technology related to providing digital customer service. Brought to you by: The Social Pack. Get on the Inside to stay on the top side. Head to SociallySupportive.com and join today for the latest tips, tricks and technology in social customer care. MorningBrooke Digital. Visit www.MorningBrookeDigital.com for help with creating strategies around holiday coverage and more!…

Episode 33 – Measuring Agent Performance

Frankie Saucier — Mon, 16 Oct 2017 09:00:53 -0500

A Manic Monday Episode. Manic Monday focuses on Numbers, Measuring, Reporting and Workforce Management. Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! MorningBrooke Digital Consultancy: If you need help with digital customer support strategy go to www.MorningBrookeDigital.com “Tell me how you measure me and I will…

Episode 32 – Next Year’s Strategy

Frankie Saucier — Fri, 13 Oct 2017 09:00:58 -0500

A free form Friday episode. On Friday we go free style and talk about whatever we want. Because it’s Friday! Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! MorningBrooke Digital Consultancy: If you need help with digital customer support strategy go to www.MorningBrookeDigital.com “A leader has the…

Episode 31 – Journey Mapping

Frankie Saucier — Thu, 12 Oct 2017 09:00:39 -0500

A Thoughtful Thursday Episode. On Thoughtful Thursday we discuss deep thoughts including overarching strategy and organizational structure. Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! MorningBrooke Digital Consultancy: If you need help with digital customer support strategy visit www.MorningBrookeDigital.com “You’ve got to start with the customer experience and work…

Episode 30 – Generating Revenue with Social Care

Frankie Saucier — Wed, 11 Oct 2017 09:00:50 -0500

A Wisdom Wednesday Episode. On Wisdom Wednesday I bring wisdom from the best events, books, articles, videos etc. and share the highlights with you! Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! MorningBrooke Digital Consultancy: If you need help with digital customer support strategy go to www.MorningBrookeDigital.com “Your…

Episode 29 – Social Engagement Tool Checkup

Frankie Saucier — Tue, 10 Oct 2017 09:00:42 -0500

A Tech Tuesday Episode. All things Technology related to providing digital customer service. Brought to you by: The Social Pack. Get on the Inside to stay on the top side. Head to SociallySupportive.com and join today for the latest tips, tricks and technology in social customer care. MorningBrooke Digital. Visit www.MorningBrookeDigital.com for help with creating strategies around holiday coverage and more!…

Episode 28 – Tie Your Reports to Money

Frankie Saucier — Mon, 09 Oct 2017 09:00:18 -0500

A Manic Monday Episode. Manic Monday focuses on Numbers, Measuring, Reporting and Workforce Management. Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! MorningBrooke Digital Consultancy: If you need help with digital customer support strategy go to www.MorningBrookeDigital.com “Success is not something you own; it’s something you…

Episode 27 – Visit Your Social Properties Daily

Frankie Saucier — Fri, 06 Oct 2017 09:00:42 -0500

A free form Friday episode. On Friday we go free style and talk about whatever we want. Because it’s Friday! Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! MorningBrooke Digital Consultancy: If you need help with digital customer support strategy go to www.MorningBrookeDigital.com “See your company as…

Episode 26 – Try It Now

Frankie Saucier — Thu, 05 Oct 2017 09:00:22 -0500

A Thoughtful Thursday Episode. On Thoughtful Thursday we discuss deep thoughts including overarching strategy and organizational structure. Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! MorningBrooke Digital Consultancy: If you need help with digital customer support strategy visit www.MorningBrookeDigital.com “You need to give your customers fewer reasons to be…

Episode 25 – CX Talks Report

Frankie Saucier — Wed, 04 Oct 2017 09:00:28 -0500

A Wisdom Wednesday Episode. On Wisdom Wednesday I bring wisdom from the best events, books, articles, videos etc. and share the highlights with you! Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! MorningBrooke Digital Consultancy: If you need help with digital customer support strategy go to www.MorningBrookeDigital.com “There…

Episode 24 – Post Tagging Strategy

Frankie Saucier — Tue, 03 Oct 2017 09:00:36 -0500

Post Tagging Strategy A Tech Tuesday Episode. All things Technology related to providing digital customer service. Brought to you by: The Social Pack. Get on the Inside to stay on the top side. Head to SociallySupportive.com and join today for the latest tips, tricks and technology in social customer care. MorningBrooke Digital. Visit www.MorningBrookeDigital.com for help with creating strategies around holiday…

Episode 23 – Reporting on Special Ops

Frankie Saucier — Mon, 02 Oct 2017 09:00:07 -0500

A Manic Monday Episode. Manic Monday focuses on Numbers, Measuring, Reporting and Workforce Management. Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! MorningBrooke Digital Consultancy: If you need help with digital customer support strategy go to www.MorningBrookeDigital.com “And above all, watch with glittering eyes the whole…

Episode 22 – CX Talks PreGame

Frankie Saucier — Fri, 29 Sep 2017 09:00:25 -0500

A free form Friday episode. On Friday we go free style and talk about whatever we want. Because it’s Friday! Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! MorningBrooke Digital Consultancy: If you need help with digital customer support strategy go to www.MorningBrookeDigital.com “Every successful individual knows…

Episode 21 – 5 Steps to Fantastic Social Customer Support

Frankie Saucier — Thu, 28 Sep 2017 09:00:59 -0500

A Thoughtful Thursday Episode. On Thoughtful Thursday we discuss deep thoughts including overarching strategy and organizational structure. Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! MorningBrooke Digital Consultancy: If you need help with digital customer support strategy visit www.MorningBrookeDigital.com “The customer’s perception is your reality.” – Kate Zabriskie Book…

Episode 20 – Social Care Stats and Trends by Provide Support

Frankie Saucier — Wed, 27 Sep 2017 09:00:13 -0500

A Wisdom Wednesday Episode. On Wisdom Wednesday I bring wisdom from the best books, articles, videos etc. and share the highlights with you! Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! MorningBrooke Digital Consultancy: If you need help with digital customer support strategy go to www.MorningBrookeDigital.com “It is…

Episode 19 – 3 Twitter Features that can Improve Customer Experience

Frankie Saucier — Tue, 26 Sep 2017 09:00:23 -0500

3 Twitter Features that can Improve Customer Experience A Tech Tuesday Episode. All things Technology related to providing digital customer service. Brought to you by: The Social Pack. Get on the Inside to stay on the top side. Head to SociallySupportive.com and join today for the latest tips, tricks and technology in social customer care. MorningBrooke Digital. Visit www.MorningBrookeDigital.com for help…

Episode 18 – Measuring SMS and Social Media Handle Time

Frankie Saucier — Mon, 25 Sep 2017 09:00:02 -0500

A Manic Monday Episode. Manic Monday focuses on Numbers, Measuring, Reporting and Workforce Management. Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! MorningBrooke Digital Consultancy: If you need help with digital customer support strategy go to www.MorningBrookeDigital.com “We rise by lifting others.” – Robert Ingersoll Book of…

Episode 17 – 3 Team Structures for a Social Customer Care Team with Al Hopper

Frankie Saucier — Fri, 22 Sep 2017 09:00:56 -0500

A free form Friday episode. On Friday we go free style and talk about whatever we want. Because it’s Friday! Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! MorningBrooke Digital Consultancy: If you need help with digital customer support strategy go to www.MorningBrookeDigital.com “Soldier, shut up and…

Episode 16 – Trolls: How to Respond

Frankie Saucier — Thu, 21 Sep 2017 09:00:47 -0500

A Thoughtful Thursday Episode. On Thoughtful Thursday we discuss deep thoughts including overarching strategy and organizational structure. Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! MorningBrooke Digital Consultancy: If you need help with digital customer support strategy visit www.MorningBrookeDigital.com “I just use my haters as motivators.” – www.curiano.com Book of…

Episode 15 – 10 Steps to Excellent Social Media Customer Care by Headway Capital

Frankie Saucier — Wed, 20 Sep 2017 09:00:06 -0500

A Wisdom Wednesday Episode. On Wisdom Wednesday I bring wisdom from the best books, articles, videos etc. and share the highlights with you! Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! MorningBrooke Digital Consultancy: If you need help with digital customer support strategy go to www.MorningBrookeDigital.com “Make every…

Episode 14 – Whatsapp as the New Frontier for Social Customer Service

Frankie Saucier — Tue, 19 Sep 2017 09:00:51 -0500

Whatsapp as the New Frontier for Social Customer Service A Tech Tuesday Episode. All things Technology related to providing digital customer service. Brought to you by: The Social Pack. Get on the Inside to stay on the top side. Head to SociallySupportive.com and join today for the latest tips, tricks and technology in social customer care. MorningBrooke Digital. Visit www.MorningBrookeDigital.com for…

Episode 13 – Reports: The What, The Why, and The Impact

Frankie Saucier — Mon, 18 Sep 2017 09:00:03 -0500

A Manic Monday Episode. Manic Monday focuses on Numbers, Measuring, Reporting and Workforce Management. Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! MorningBrooke Digital Consultancy: If you need help with digital customer support strategy go to www.MorningBrookeDigital.com “Be Bold. Be Brief. Be Gone.” – The Great Unknown.…

Episode 12 – Strategic Internal Alliances

Frankie Saucier — Fri, 15 Sep 2017 09:00:57 -0500

Strategic Internal Alliances A Free Form Friday Episode. On Friday we just go free style and talk about whatever we want. Because it’s Friday! Brought to you by: The Social Pack. Get on the Inside to stay on the top side. Head to SociallySupportive.com and join today for the latest tips, tricks and technology in social customer…

Episode 11 – Top 4 Reasons to Leverage Social Messaging Apps for Customer Care with Sarah Grace McCandless

Frankie Saucier — Thu, 14 Sep 2017 09:00:53 -0500

A Thoughtful Thursday Episode. On Thoughtful Thursday we discuss deep thoughts including overarching strategy and organizational structure. Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! MorningBrooke Digital Consultancy: If you need help with digital customer support strategy go to www.MorningBrookeDigital.com “You should message a business just the way you…

Episode 10 – Frankie’s 5 Tips for Responding During Severe Weather

Frankie Saucier — Wed, 13 Sep 2017 09:00:53 -0500

A Wisdom Wednesday Episode. On Wisdom Wednesday I bring wisdom from the best books, articles, videos etc. and share the highlights with you! Recorded from my closet during the aftermath of Hurricane Irma from the North Atlanta Suburbs. Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! MorningBrooke…

Episode 9 – Beyond Chatbots with Michael Haisten

Frankie Saucier — Tue, 12 Sep 2017 10:58:52 -0500

A Tech Tuesday Episode. Tech Tuesday focuses on technology like chatbots, AI, social care engagement platforms, Community Forums platforms, updates on Twitter and Facebook, etc. Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! MorningBrooke Digital Consultancy: If you need help with digital customer support strategy go to www.MorningBrookeDigital.com…

Episode 8 – Frankie’s Top 9 KPIs Part 2

Frankie Saucier — Mon, 11 Sep 2017 10:00:02 -0500

Part 2 of a 2 part series. Catch part 1 on Episode 3. A Manic Monday Episode. Manic Monday focuses on Numbers, Measuring, Reporting and Workforce Management. Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! MorningBrooke Digital Consultancy: If you need help with digital customer support strategy…

Episode 7 – Top 3 Questions to Ask Before Responding with Emerson Cunningham

Frankie Saucier — Fri, 08 Sep 2017 05:40:39 -0500

A Free Form Friday Episode. On Friday we go free style and talk about whatever we want! Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! MorningBrooke Digital Consultancy: If you need help with digital customer support strategy go to www.MorningBrookeDigital.com “Any of these conversations could go negative. Are we…

Episode 6 – Respond to Everything

Frankie Saucier — Thu, 07 Sep 2017 07:00:55 -0500

A Thoughtful Thursday Episode. On Thoughtful Thursday we discuss deep thoughts including overarching strategy and organizational structure. Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! MorningBrooke Digital Consultancy: If you need help with digital customer support strategy go to www.MorningBrookeDigital.com “Courteous treatment will make a customer a walking advertisement.”…

Episode 5 – Hiring the Right Type of Agent

Frankie Saucier — Wed, 06 Sep 2017 07:00:04 -0500

A Wisdom Wednesday Episode. On Wisdom Wednesday I bring wisdom from the best books, articles, videos etc. and share the highlights with you! Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! MorningBrooke Digital Consultancy: If you need help with digital customer support strategy go to www.MorningBrookeDigital.com “I’d rather…

Episode 4 – Jacada’s Visual IVR with Michael Haisten

Frankie Saucier — Tue, 05 Sep 2017 02:00:37 -0500

Jacada’s Visual IVR with Michael Haisten Brought to you by: The Social Pack. Get on the Inside to stay on the top side. Head to SociallySupportive.com and join today for the latest tips, tricks and technology in social customer care. MorningBrooke Digital. Email Frankie@SociallySupportive.com for help with creating strategies around holiday coverage and more! “Your most unhappy customers are…

Episode 3 – Frankie’s Top 9 KPIs Part 1

Frankie Saucier — Mon, 04 Sep 2017 02:00:34 -0500

Part 1 of a 2 part series. Catch part 2 on Episode 8. A Manic Monday Episode. Manic Monday focuses on Numbers, Measuring, Reporting and Workforce Management. Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! MorningBrooke Digital Consultancy: If you need help with digital customer…

Episode 2 – Holiday Coverage

Frankie Saucier — Fri, 01 Sep 2017 12:01:07 -0500

Holiday Coverage Make sure your holidays are covered before you even leave the building. Brought to you by: The Social Pack. Get on the Inside to stay on the top side. Head to SociallySupportive.com and join today for the latest tips, tricks and technology in social customer care. MorningBrooke Digital. Email Frankie@SociallySupportive.com for help with…

Socially Supportive: Customer Care the Social Way

Episode 242 – Convenience is King of Social Customer Care

A free-form Friday episode. On Friday we go freestyle and talk about whatever we want. Because it’s Friday!

Brought to you by:

The Socially Supportive Podcast is part of the C-Suite Radio Network

Announcements:

Catch me on Twitter! @FSaucier

New Book coming soon: What Customers Want

“My view is there’s no bad time to innovate.” – Jeff Bezos

Book of the Day: The Amazing Amazon: How Jeff Bezos Built An Insane e-Commerce Empire – Ivan Fernandez

Convenience is King of Customer Experience

Brought to you by:

Jobs

Who’s Doing it Well?

Episode 240 – 2018 Predictions for Digital Customer Care

A Wisdom Wednesday Episode. On Wisdom Wednesday I bring wisdom from the best books, articles, videos etc. and share the highlights with you!

Brought to you by:

The Socially Supportive Podcast is Part of the C-Suite Radio Network

Announcements:

Catch me on Twitter! @FSaucier

New Book coming soon: What Customers Want. Sneak peek for members of the Social Pack.

“The future belongs to those who prepare for it today.” – Malcolm X

Book of the Day: Outside Insight: Navigating a World Drowning in Data – Jørn Lyseggen

2018 Predictions for Digital Customer Care

Millennial Impact on Digital Customer Care in 2018

Brought to you by:

Jobs

Who’s Doing it Well?

Episode 239 -Digital Technology Review

A Tech Tuesday Episode. All things Technology related to providing digital customer service.

Brought to you by:

The Socially Supportive Podcast is Part of the C-Suite Radio Network.

Announcements:

Catch me on Twitter! @FSaucier

New Book coming soon: What Customers Want

“Productivity is never an accident. It is always the result of a commitment to excellence, intelligent planning, and focused effort.” – Paul J. Meyer

Book of the day: Doing Digital Right: How Companies Can Thrive in the Next Digital Era – Louis Lamoureux

Digital Technology Review

Brought to you by:

Jobs

Who’s Doing it Well?

Episode 237 – 9 Great Social Media Responses

A free-form Friday episode. On Friday we go freestyle and talk about whatever we want. Because it’s Friday!

Brought to you by:

The Socially Supportive Podcast is part of the C-Suite Radio Network

Announcements:

Catch me on Twitter! @FSaucier

New Book coming soon: What Customers Want

“To listen closely and reply well is the highest perfection we are able to attain in the art of conversation.” – Francois de La Rochefoucauld

Book of the Day: Be Amazing or Go Home: Seven Customer Service Habits That Create Confidence with Everyone – Shep Hyken

9 Great Social Media Responses

Brought to you by:

Jobs

Who’s Doing it Well?

Episode 236 – Reducing Customer Effort

A Thoughtful Thursday Episode. On Thoughtful Thursday we discuss deep thoughts including overarching strategy and organizational structure.

Brought to you by:

The Socially Supportive Podcast is Part of the C-Suite Radio Network.

Announcements:

Catch me on Twitter! @FSaucier

New Book coming soon: What Customers Want

“Make your product easier to buy than your competition or you will find your customers buying from them, not you.” – Mark Cuban

Book of the Day: The Effortless Experience: Conquering the New Battleground for Customer Loyalty – Rick DeLisi and Matthew Dixon

Reducing Customer Effort

Brought to you by:

Jobs

Who’s Doing it Well?

Episode 235 – Hiring the Right Type of Agent

A Wisdom Wednesday Episode. On Wisdom Wednesday I bring wisdom from the best books, articles, videos etc. and share the highlights with you!

Brought to you by:

The Socially Supportive Podcast is Part of the C-Suite Radio Network

Announcements:

Catch me on Twitter! @FSaucier

New Book coming soon: What Customers Want. Sneak peek for members of the Social Pack.

“I’d rather interview 50 people and not hire anyone than hire the wrong person.” – Jeff Bezos

Book of the Day: Match: A Systematic, Sane Process for Hiring the Right Person Every Time – Dan Erling or get it free with a one-month free trial to Audible.

Hiring the Right Type of Agent

Informed by “Kick-Ass Customer Service” from the January-February 2017 issue of the Harvard Business Review by Matthew Dixon, Lara Ponomareff, Scott Turner and Rick DeLisi

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