Episode 7 – Top 3 Questions to Ask Before Responding with Emerson Cunningham

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A Free Form Friday Episode. On Friday we go free style and talk about whatever we want!

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“Any of these conversations could go negative. Are we prepared in case they do?” – Emerson Cunningham

Book of the Day: Hug Your Haters: How to Embrace Complaints and Keep Your Customers – Jay Baer or get it free with a one-month free trial to Audible.

Today’s Guest

Emerson Cunningham has worked in multiple organizations within Georgia Power Company since 1987. His passion for Customer Engagement began in 1990 as a Customer Service Representative in a payment office. He then took on roles of increasing responsibility including Critical Customer Care, Business Development and Corporate Training Instructor. Since January 2015 he’s been involved in the construction of and strategic direction of one of the most advanced social Media Centers in existence today. This includes managing a team of social customer engagement specialists who support all company departments for customer communications, advertising campaigns and crisis communications.

Top 3 Questions to Ask When Responding

  1. Will Responding be Beneficial to:
    • The customer
    • Those that are watching
    • The company
  2. Will the Response Add Value to the Conversation?
  3. Could Responding Cause More Harm?

Summary

On Episode 6 I said we should answer everything, and then listed what I meant by “everything.” Today, we’re talking about the posts outside of the normal everyday “everything.” Today we’re talking about posts that could be sensitive. Asking yourself Emerson’s 3 questions prior to responding will help you decide whether to respond and if so, how to respond. Thanks Emerson!

About the author, Frankie Saucier

Frankie Saucier created the Socially Supportive podcast because believes that in order to advance digital and social customer care, leaders must come together in a community where colleagues can collaborate on the latest strategies and discuss the best technology. The Socially Supportive podcast creates a space for that community to thrive. She is also the Founder and CEO of Socially Supportive, a digital consultancy that helps brands communicate effectively with customers online. Frankie is a member of several consortiums, including the Social Care Leaders Group, an international group of leaders in the digital and social care space. She has over 20 years' experience in customer experience, including 7 years creating and running the digital customer support team at the 3rd largest cable company in the U.S. She also holds a bachelors in Mass Communications.

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