Author Archives: Dawn Willging

Are you considering social media as a formal support channel for Customer Care? If so, the first questions you’re probably asking yourself are: “What kind of person belongs in the role of social media specialist?” and “What kind of skills and knowledge do they need?”  Based on our experiences and best practices in this quickly emerging customer response channel, here are a few guidelines: Start with the people who love coming to work each day, who can articulate your brand values, and understand how your business makes its money. When putting your initial team in place, understand that you’re creating … Read More