CRM

Safaricom’s New Media (Twitter) Customer Care

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If you doubt that social media has already become an indispensable tool for communication and customer care here in Kenya, Safaricom’s recent activities on twitter should convince you otherwise especially as a business owner… Their official twitter account is @SafaricomLtd. Customer care is where most companies get it wrong. Twitter and the various social networks [...]

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KPLC Debuts on Twitter but having it Rough!

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A while back, I wrote an article here called “what if KPLC was on Twitter?” and sure enough, they have just recently officially set foot on Twitter (@kenyapower) but are having a rough time there. I would like to think they read my article but given their activities on Twitter, apparently not. I took it [...]

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Social Media Use by Kenyan PR Agencies

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A recent Burson-Marsteller study found that “79 percent of the largest 100 companies in the Fortune Global 500 index are using at least one of the most popular social media platforms: Twitter, Facebook, YouTube or corporate blogs.” Embedded below is a presentation on the facts and figures of the same from the Burson-Marsteller blog. Global [...]

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Customer Care Reloaded! KDN Case Study.

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In this age of Social Media where consumer generated content reigns supreme, companies have no choice but to include social media as part of their customer care itinerary. And when your company comes under attack in social media channels, the following KDN Case Study showcases the do’s and don’ts of social media engagement. It all [...]

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