Focus on Customer Service Podcast
About This Show
The “Focus on Customer Service” podcast features brands who are offering amazing customer service via social media. It is hosted by Dan Gingiss (@dgingiss) and Dan Moriarty (@iamdanmoriarty).
Lots of people are talking about content and marketing on social media, but this podcast will focus on the other side of social that many brands overlook – customer service.
At first only the channel of last resort – when other service channels failed – social media is quickly becoming the channel of first resort for many customers, requiring companies to be as prepared on social as they are in the call center, on e-mail, or click-to-chat.
The goals for this podcast are to:
• Learn from other brands that we think are doing social care well
• Share learnings with you
• Increase the overall competency of the industry in the social care space
And here’s the twist: YOU pick the guests. Brands must be nominated to appear on the show by one of their own customers, via our hashtag #FOCS, which stands for Focus on Customer Service.
Most Recent Episode
Episode 44 - How Fitbit Keeps Its Customers Moving in Social Media and Online Communities
4 days ago
Fitbit, a global leader in wearable fitness technology, has made it easier and more fun for millions of people to live a healthier life. And they’ve done it by focusing on the experience.
“Customer experience is really paramount to everything we do here,” says Allison Leahy, the director of community at Fitbit, adding that in the online space, “Fitbit is trying to be everywhere you are and more”.
The company employs a bilateral approach to online customer care, focusing separately on social media and communities, though both groups report up through the same department.
Leahy joined me for Episode 44 of the Focus on Customer Service Podcast, sharing Fitbit’s best practices for being successful in both social care and online community management.
Here are some of the key highlights of the episode and where to find them:
0:38 Allison talks about her background and Fitbit’s social media philosophy
3:45 How social care and community care operate together
6:50 How Fitbit uses customer listening to improve its products and services
12:07 How the Fitbit social media and community service teams are organized
16:09 How digital customer service integrates into traditional customer service
18:13 Allison shares some memorable customer experiences
22:50 What Allison has learned along the way and her advice to others