John MacDaniel

John MacDaniel

john.macdaniel@telerx.com

Sr. Director, Digital

John has 25+ years of experience in the contact center industry. His background includes contact center operations, training, quality, and customer experience. Since 2008, John has focused much of his attention on social media, with a bent on defining and expanding the contact center's role in supporting brand social media initiatives. Hear more from John on his blog - www.johnmacdaniel.net.

Social Media Trends 2017

Top 3 Emerging Social Media Trends Impacting Contact Centers in 2017

/ Mar 17, 2017

A look at the social media trends that are changing the ways contact centers interacting with customers.

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Top 5 Customer Service Trends to Watch Right Now

/ Jul 28, 2016

Let’s take a look at the current communication trends in the consumer products/CPG industry, and how they affect customer service.

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Social Customer Care: National Champion

/ Apr 10, 2015

The following post was adapted from Social Media Customer Care National Champion on johnmacdaniel.net. Congratulations to Duke University. After starting with 68 teams, you clearly are the NCAA 2015 Basketball[…]

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Social Customer Care 2015: Elite Eight

/ Mar 27, 2015

The following post was adapted from Social Media Customer Care Elite Eight on johnmacdaniel.net. As the tournament whittles the remaining teams down to an Elite Eight, as promised in my[…]

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Social Customer Care Sweet Sixteen

Social Customer Care 2015: Sweet 16

/ Mar 19, 2015

The following post was adapted from Social Customer Care 2015 Sweet Sixteen on johnmacdaniel.net. March Madness is upon us, and many of us will be eagerly checking scores and reviewing[…]

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Telerx Social Customer Service Holiday Checklist

Social Customer Service Holiday Checklist: 10 Questions to Prepare Your Social Care for the Holiday Season

/ Nov 19, 2014

The following post was adapted from Hey Social Customer Service, ready for the Holidays? on johnmacdaniel.net The holidays are nearing. That, for me brings thoughts of turkey, ham, traffic jams,[…]

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Are You Missing the Interaction in Your Social Media Strategy?

/ Sep 16, 2014

The following post was adapted from You’ve Been Engaging, But Are You Interacting? on JohnMacDaniel.net. Much has been written about brands and the need to create content on their branded[…]

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4 Considerations for Building a Workforce for Social Consumer Care

/ Aug 19, 2014

The following post was adapted from Building a Workforce for Social Consumer Care on JohnMacDaniel.net. For me, social media as it relates to brands and marketing has always been about[…]

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