Social Media Customer Service: 3 Speakers, 12 Best Practices

More and more customer service interactions are being initiated over social media. The vast majority of these (80%) are via Twitter, according to figures just released by--wait for it--Twitter, with the rest of them occurring via Facebook. In light of this, I convened an informal and virtual roundtable over the weekend to get expert thoughts from, well, some experts: thought leaders Bill Quiseng (an independent blogger as well as a professional hospitality practitioner), Sara Carter from Sparkcentral, a customer engagement platform provider that helps businesses cut their social media customer service response times, and me, Micah Solomon, a customer service speaker, consultant, and author.