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The Social Media Customer Service Opportunity


Naturally, I did what many of my fellow millennials would do and took my issue to social media. Apparently their social media was as backed up as their contact center. By now you’ve no doubt heard the resounding chorus of business experts giving their advice on why it’s critical for your business to have a presence on social media.

Unreliable Customer Experience = No Social Media Love

Customer Bliss

Ever since social media became a force, the idea of ‘social media love’ — getting positive feedback from clients and customers and fans, essentially — has been something that many brands aim for in the social space. Here’s where it all begins: for many organizations, the bottom-line business value of social media can be hard to prove.

5 Ways Social Media can Change the Game


The market research industry continues to be all abuzz about social media. Most social media analysts believe consumer-generated media will broaden the horizons available to a market research team and insights gleaned from social media intelligence will be an integral part of every. Will it reshape the industry? View Article

The social media dilemma: how to get the most dangerous customer service channel right


Social media: a platform that allows consumers to say anything they like about a brand – and broadcast that message to the world. When you think about it, it’s not surprising that many businesses consider social media to be one of the dangerous communication channels. If you can get social media right, you can reach a huge audience and really impress shoppers.

How GM Uses Social Media to Listen and Engage Customers

Natalie Petouhof

Tweet Having worked for GM years ago and lived in Detroit, the motor capital, it was really interesting to see how GM is using social media to listen and engage customers – in marketing as well as customer service. This new case study shows the depth and strength of how GM is taking advantage of what social media can provide to the business.

5 Reasons Companies Fail To Meet Social Media Expectations

Provide Support

Why Companies Fail To Meet Social Media Expectations. Social media is really no different.(.). Articles Best Practice Tips and Tricks customer engagement customer service social media social media customer serviceThe automotive body repair shop is typically a dusty, smelly, male-dominated facility. Read more. 2003 - 2015 Provide Support LLC.

Three CX points that customers share in social media

Customer Bliss

There are three repeated customer experience points that customers talk about through social media. The post Three CX points that customers share in social media appeared first on Customer Bliss. When you deliver a reliable experience, you earn the right to your customers’ story through word of mouth. The repeated points are: 1. Honored, distrusted, ignored?

The only correct social media strategy


If you’re an entrepreneur you probably care about social media strategy. Social media has been traditionally known for it’s “soft selling.” Your social content promotes your business, converts readers, and generates profit. If your work is somehow bond with social media you probably know exactly what I’m referring to. Jab, jab, jab, right hook.

Measuring the Impact of Social Media

Customers Rock!

This post is part of the Social ROI Blog Carnival at Think Customers: the 1to1 Media blog. Visit the blog carnival post “ Calculating the ROI of Social Media ” to check out the full list of posts from numerous well-known social media thought leaders. There are many ways to measure the success of social media at an organization.

Maximize web content for social media customer service

Magellan Solutions

Any business worth its salt will have some degree of social media presence. The ubiquity of social media and the role it plays in the day-to-day lives of customers make it a powerful tool for social media customer service. There are several social media networks to choose from, but stick with the ones that best suit your customer service goals.

Customer Service Through Social Media: The game has changed

Customers Rock!

Harry is with Useful Social Media , and I will be presenting at their New York Conference on Social Media and Customer Service next week. The rise of social media has changed customer service beyond recognition. 43% of consumers say that companies should use social media to solve customers’ problems. Here is some food for thought from Harry.

5 Key Benefits of Incorporating Social Media into Your CX Plan


This is especially true in social media. It is no surprise how the advances in technology are providing unique opportunities to engage and gain insight to the customer experience like never before. Without conducting any formal research, companies can go onto sites like Facebook, Twitter and, review sites like, Yelp to discover the most detailed. View Article

Why businesses need to use social media as a customer service channel by Elena Lockett


Is it just me or do you find it weird when you search for someone on social media and you can’t find them? But why do businesses need to use social media for customer service ? We did a bit of our own research into why we like using social media to ask questions. Here’s what we found: Would you use social media to contact a business? Waiting.

How to Implement 24/7 Social Media Customer Service

Win the Customer

Gartner reports that failure to respond to customer service requests on social media may result in a 15% churn rate, which can mean millions lost. If your customers come to you via social media seeking support, not responding in a timely manner can greatly impact your bottom line. The hard part is that social media never sleeps. Power and Associates.

Top 3 Ways to Handle Bad Reviews on Social Media


Social media. On the one hand, social media provides businesses with a premier location to engage with customers, address emerging problems, and discuss service improvements. On the other hand, social media can be a shaming ground where underperforming businesses are raked over the coals by everyone with an internet connection and a chip on their shoulder.

Using Social Media to Build Relationships

Customers Rock!

A lot of businesses love social media because they feel it helps them spread the word about their organization and what they do. However, I strongly feel one of the most effective uses of social media is to build and deepen relationships with customers – be they consumers, clients, donors, or constituents. predict this will be a big focus for social media in 2012.

Social Media Faux Pas: JOIN People Skills Oct. 25th 10amET

Kate Nasser

Social media has been popular for years. What have we learned about social media faux pas? Discuss and explore improvements in social media interaction during #Peopleskills Twitter chat w/ The People Skills Coach™. The post Social Media Faux Pas: JOIN People Skills Oct. 25th 10amET appeared first on

5 Reasons Why Social Media Is Critical for Great Customer Service

Win the Customer

Whether it’s Snapchat’s GeoFilters or Facebook’s 360 Photos, more businesses are finding that social media is one of the most powerful tools available today. Whatever industry you’re in, you simply must have a social media presence these days. Of the 60 million internet users in the UK, over 38 million of them are active social media users!

3 Case Studies in Successful Social Media Customer Engagement

Win the Customer

Social media has become a major tool for marketers. But even though most small businesses use social media, it doesn’t mean they’re using it effectively. For instance, only 45 percent of marketers think their Facebook strategy is effective, reports Social Media Examiner. Customer Experience Customer Service Social MediaThe campaign reached 5.5

Using Social Media to Drive an Exceptional Customer Experience

Win the Customer

An American Express study showed customers on social media are willing to pay a 21% premium for an exceptional customer experience on social channels. Customer Experience Customer Service Social

4 Types of Social Media Customer Complainers (and How to Deal with Them)


When it comes to giving feedback, consumers are likely to complain or rant via social media instead of telling the brand directly because for them, it’s easy and safe. Brands, on the other hand, have much to lose with complaints on social media. Every single business has this type of customer on social media. Among them, 80% are critical and/or negative.

How to Integrate Social Media Into Customer Service Channels

Win the Customer

With 70% of customer complaints on social channels going unanswered, there’s a huge opportunity for organizations improve service experience simply by integration social customer service. With the introduction of social media there now exists a new opportunity for customer service agents to interact with customers in a new way, something which is yet to be fully embraced by the […]. Call Center Communication Customer Experience Social Technology Customer Service Feedback Social Media Training

Seven Ways to Engage Your Customers Using Social Media

Beyond Philosophy

Social Media can level the playing field. Even solo entrepreneurial businesses can create a global presence using social media. Another benefit to social media is cost. You don’t need to hire a media company to buy airtime on radio and television. No, you just need to exploit the free or low cost opportunities that social media provides. Monitor the different social channels like Twitter, Facebook and Yelp. One of the strongest social media strategies is content marketing. Social Media is a gift.

How to Handle Negative Comments on Social Media Like a Pro


If you’ve read my latest post about lion customer taming, you may think: OK, I’ve seen a post about dealing with customer complaints , but there was nothing about dealing with complaints via social media ! That’s because dealing with negative comments on social media is different than dealing with the “regular” complaints, received by phone, chat or email.

Be the Social Media Ninja: An Essential Guide to Social Media Sites


I’m sure that you’ve heard plenty of times why not having social media profiles is the worst idea you can have. If you’re not on social networking sites, it’s like you don’t exist, right? But much, much worse idea is to create a company’s profile without having a clear picture of how this account should look like and what is the social media etiquette. Facebook.

Do You Worry About Your Business Being Attacked on Social Media - Frank Reactions

Tema Frank

Jay Baer, author of Hug Your Haters, says not to worry about being attacked on social media. One of the biggest reasons company owners and CEOs want to avoid social media is because they’ve heard horror stories about companies that made little mistakes and then were attacked on social media. People will attack you on social media if they want to.

4 Trends Transforming the World of Social Media Customer Service

Win the Customer

Social media plays a huge role in everyday life. Not only do people use social media to stay connected, but they also use it to interact with their favorite brands. The biggest challenge brands face when using social media to reach customers is finding out where they spend their time online and the best way […].

Maximize LinkedIn for social media customer service and more

Magellan Solutions

With over 400 million users, LinkedIn is one of the largest platforms for professional networking and social media customer service. It also gives you the chance to provide social media customer service through your public profile if anyone makes inquiries or voices concerns about your brand. Planning to have your social media customer service management team?

Are You Prepared for the Hidden Side of Social Media?

CSM Magazine

Elena Lockett at FM Outsource, digs deeper into the hidden side of social media. So you’re available on Twitter, Facebook, LinkedIn and even Google+ – you’ve put your brand out there on social media, and even that makes you better than the vast majority. You You respond to your mentions by replying, liking or giving a nice little retweet. You’re

Social Media and Customer Service: A Match Made in Heaven?

CSM Magazine

The majority of a customer interaction now happens online, through the mediums of online help or social media. Faster, simpler, more direct – three of the many reasons to set up customer service methods on your social media accounts. With power, comes great responsibility and this is certainly the case with social customer service. to voice their opinions.

Maintain Healthy Relationships With Customers Through Social Media

Win the Customer

Social Media has become not just a prominent platform for marketing and advertising but also an accessible tool for forming and improving customer relationships. In fact, JD Power conducted a survey and found that 67 percent of respondents admitted to having contacted a company for support via social media. Communication Social Social Media

Guest Post: How Social Media Has Changed Customer Service

Natalie Petouhof

And statistics from Social Baker reflect that the majority of those questions are not being answered on Twitter. In fact, fewer than 30 percent of questions to major brands were answered in the second quarter of 2015, according to Social Baker. This will not only show the customer tweeting that you’re on top of your game and present on your social media accounts, it will show anyone else looking at your account that you’re interactive and you stand behind your product or service. Back then, snail mail was the only other way to communicate. Making Marketing Magic.

How to make social media customer service easier


This can save a ton of time for social media managers who normally act as conduits between customers and your customer service department. Instead of trying to pass information between customers and your support, social media managers can move the entire communication directly to live chat. Chat links in social media customer service. Getting the chat link.

Why NASA’s Social Media Strategy is out of This World


There are few businesses or organizations that have such a great, established social media presence as NASA. What NASA did to become one of the top, most recognizable social media brands in the world? The missions that didn’t use this style got far less attention and engagement from the social media audience. Nope, NASA spends next to nothing on social.

Integrate Social Media Channels to Transform the Call Center Experience

Win the Customer

Social routing is an emerging trend, a way in which contact centers can more accurately meet the needs of their customers. TMCNet discusses the answer by describing the modern day customer and the challenge that call centers face as they look to integrate social media channels […]. Call Center Customer Experience Customer Service Social

Social Selling: How To Use Social Media For Lead Generation


population now on social media , social selling has become an important part of the mix for generating customer interest and turning that interest into a sale. Social selling is essentially using social media to identify and build relationships with prospects and customers. Remember that the key word is “social.” With about three quarters of the U.S.

How to start using Social Media for Customer Service

Bill Quiseng

But today’s customers are expecting service on-line and on the social media channels that they use. One of the great benefits of social media is connecting with people who we would otherwise not meet. Since I certainly am not an expert on how to use social media for customer service, I reached out halfway around the world to someone who is, Ravi.