Posts Tagged ‘Social CRM’


Omni-channel is not a matter of technology but employee mindset

Posted on: August 12th, 2013 by Fransgaard Through my work I know first hand how big a shift omni-channel customer service is for companies. But a possible quick-win place to start is with the employees and give them a mind-set of sharing information between departments to the benefit for customers.

Getting an omni-channel customer service experience as a Virgin advocate

Posted on: June 10th, 2013 by Fransgaard I am a big fan of the Virgin brand and have been vocal about it for years. But recent experience with Virgin Media opened a whole new gateway of personalised customer service through my social media interactions with the brand and its customer services team.

An industry growing up: The 5 emerging social media areas of expertise

Posted on: February 19th, 2013 by Fransgaard The social media industry is fast growing up. Here are my thoughts on how Social Media as an industry is specialising itself into different sub-industries.

A Social Enterprise view on Klout

Posted on: January 3rd, 2012 by Fransgaard As digital professionals it is important we look at Klout from a business point-of-view rather than as social media consumers.

People on Twitter don’t care what you had for breakfast… or do they?

Posted on: April 19th, 2011 by Fransgaard They all seem to be unified in a common attempt to streamline Twitter into this utopian news/ learning/ self-promoting/ marketing tool... but is that actually how ordinary people use Twitter?