Introducing Orca Social, a member-based social media consultancy

Orca_Logo_dark grey_5Earlier this week, we (Ed Major and I) launched a new company called Orca Social as we see a need for large B2B companies to make better use of social technologies. Visit the website here.

The key for B2B companies is to learn to do social from within. The alternative is grim: If they engage external resources it becomes costly, slow and inauthentic. And, even more important, they miss out on the chance to break the silos and nurture a culture on which you can scale the social efforts to include e.g. social selling, social media customer service, social listening, internal collaboration etc. Continue reading “Introducing Orca Social, a member-based social media consultancy”

Social customer service and the Man in the Machine: Maersk Line’s social media study (part 4)

A screenshot of @AskCiti, Citibank's Customer Service handle on Twitter
Citibank’s Customer Service handle on Twitter – @AskCiti – is a good example of how you can humanize your brand and (most likely) improve customer satisfaction by getting some of your named customer service employees plugged in.

Moving on from my previous post about the value of social media and future directions for Maersk Line, it’s now time to zoom in on one of the new areas: Social Customer Service.

There are many good reasons why we in Maersk Line (and other companies for that matter) should care about social customer service, i.e. servicing customers via various social media outlets – in a structured way, involving colleagues from customer service.

Continue reading “Social customer service and the Man in the Machine: Maersk Line’s social media study (part 4)”