Tag: customer service

November 30, 2017

Retention Race

David Draper

In my role as VP of Client Success & Professional Services at NUVI, I’m directly responsible for reducing customer churn and improving retention. In the few months since I’ve arrived, we’ve improved by over 20% on our churn. This is due in a large way to my team and their very hard work as well […]

September 07, 2017

What Can Social Listening do for Your Customer Service?

Porter Plant

This is the fourth installment in our nine part series. If you didn’t get a chance to read last week’s blog about using social listening to find better content ideas and identify influencers, go back and check it out. Today, we are looking at using social media monitoring to improve customer service. When it comes […]

toys r us uses twitter to respond to professional soccer player complaint
March 08, 2017

Toys R Us uses Twitter to resolve potentially catastrophic customer service snafu.

Porter Plant

Social media is that proverbial double-edged sword that not only creates opportunities to showcase amazing customer service, but also gives customers unprecedented access to a world-wide audience which can be used to destroy your brand in one fail swoop.  Last week Toys R Us avoided a potential social media catastrophe through quick and personalized customer […]