4 Great Examples of Social Media as an Effective Customer Service Tool

transcosmos Information Systems

The increasing popularity of social media has given businesses a great opportunity to reach their customers where they’re at in real time. Today, social media plays an important role in the customer service industry. Social media is a channel for people to express their feelings, thoughts, and opinions. Today, it’s common for people to use social media to share their views about a product or service and seek help or assistance.

Applying Brand Marketing To Your Social Media Will Benefit Your Reputation As A Company

Magellan Solutions

It was the mid-year of 2008. Social media leverages brand marketing strategy. An effective, efficient, and fast way to do so is through the use of social media as part of your brand marketing strategy. In the latest Global Digital Statshot report by We Are Social, more than 4.1 Because social media is a platform that promotes interaction, companies can also use it to build connections and relationships in a more emotional manner.

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Customer Experience Metaphors Offer a Wealth of Insights

ClearAction

That context is a dynamic combination of physical, social and psychological settings and the customer’s emotional state. Related articles: Customer Experience Social Media Conversations. Customer Experience Metaphors Offer a Wealth of Insights Lynn Hunsaker.

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

LiveChat

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? One of the first signs of NASA’s social media success happened when Veronica McGregor, who is the head of communications at NASA’s Jet Propulsion Laboratory, came up with the idea to report on the Phoenix lander in a unique way.

Customer experience trends engraved in social media channels

Service Untitled

Paul Stockford, president of Saddletree Research, an organization that gauges industry change trends, notes that the changes of customer experience management will continue an upward movement in social channels. Interestingly enough, the social trends since 2008 have grown exponentially. In 2008, social media and customer service were not even on the radar; in 2009 it grew to 13%, and this year 40% of contact centers actively use social media in their customer service.

Irrelevance & Ignorance? NPower, BHS & Moonpig add fuel to the CX Fire!

ijgolding

In 2008, Woolworths left a huge hole in high streets all over Britain – it had completely failed to remain relevant to the consumer and ceased to be a viable business. Blamed on ‘a supplier’, the incident has been a social media disaster for the organisation – whilst at the same time they have become the latest example of what happens if you are not in control of the end to end customer experience.

Connecting Your Brand with the New Generation

Second to None

Older Gen Zers witnessed their parents face economic turmoil and risk of unemployment in 2008, instilling a pragmatic attitude towards the monetary market. Nonetheless, engaging with the ‘instageneration’ calls for initiatives that revolve around authenticity, truth, and social responsibility. Utilizing a social media influencer’s pull is just as much about increasing brand recognition as it is about increasing sales. They are lazy.

Waiting On Hold A Minute Too Long

Uniphore

After 9 minutes and no service I gave up and hung up ”, complained a customer on a Yahoo forum way back in 2008, and she’s not the only one, especially with the rise of social media. “I was asked, ‘Could you hold a moment?’ No one likes to be put on hold. Read More. Jacada Blog

Expert’s Corner: Delivering Voice of the Customer

Customers Rock!

We had a great discussion around listening to customers, gathering social media feedback and turning it into action inside of a company, and of course we talked about the NetPromoter score and how to use it strategically. In 2008 Bain & Company found that while 80 percent of companies believe they deliver a superior experience to their customers, only 8 percent of those companies’ customers report having such an experience. Recently on Customers Rock!

And the Customers Tweeted Happily Ever After

Storyminers

Having been around for more than 10,000 years, it continues to find its way into TV shows, movies, the news, and media ads. Apple understands this, and its 30-second media ads ( [link] ) reflect Apple’s view of itself as a David up against Microsoft’s Goliath.

Learnship Launches Sprint to Make Customer Care Professionals Fluent in English in Record-Breaking Time

CSM Magazine

Founded in 2008 in Cologne, Germany, more than 2,000 businesses worldwide depend on Learnship to boost employee development, improve global collaboration, and increase business impact, including DHL, Rakuten, Mars, and Salesforce.

The complaining habits of public figures – Matt Allwright

Helen Dewdney

I had the 2008 (amended 2014) Consumer Protection from Unfair Trading Regulations down pat. I tend not to use social media because it bends everyone out of shape on the few occasions I have done it. 8) What do you think of using social media to complain ?

CodeBroker Introduces “CS Resolve” for Customer Service Appeasement

CSM Magazine

Key Features of CodeBroker CS Resolve: Instantly send coupon or gift card via the customer’s preferred digital channel: chat, text, email, social media. Application turns customer frustration into customer delight via instant delivery of digital coupons and gift cards.

Who will be the next ‘United Breaks Guitars’? Don’t let it be you!

ijgolding

In 2008, Dave Carroll’s guitar was broken by United Airlines. Unbeknown to United at the time, Dave Carroll is a Canadian musician and a member of the band ‘Sons of Maxwell’ As a result of the lack of desire demonstrated by United to deal with the issue, Dave felt that his only option was to reach out to social media to share his experience with as many people as possible. Powerful stuff from the man who knows the effect that social media can really have.

CX Success Stories – HOLT CAT

Daniel Group

So, for some context, I joined Holt in 2008, January of 2008. ” Back then in 2008, we did some studies and we quickly came to the realization that the large customers, fantastic. And then, which we all know, the ubiquitous nature of social media.

YOLO: Millennial Travel Habits

QuestionPro Audience

Millennials are constantly expressing their interests on social media channels, and travel is not excluded from the trending topics identified by “hashtag goals.” In contrast, millennials came of age in a time of financial instability due to the recession in 2008. This arguably bred the “you only live once” and “young, wild, and free” mantras that often circulate on millennials’ social media accounts. How Millennials are Travelling.

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Coronavirus related cancelled and postponed events your rights

Helen Dewdney

Normally as followers of my blog and social media know, I always say fight and go for everything you can. If an event is cancelled in this country then you should receive a full refund, whether you paid to participate or to watch.

The ultimate report on Millennial customers: Gen Y attitudes and their impact on tech, finance, media and other major industries

Alida

Providing a 360-degree examination of the Millennial lifestyle, the report has important implications for business professionals in all industries, including finance, technology, media, retail, health care and travel. Millennials have the sunniest outlook of any generation, despite living through 2008’s Great Recession and facing the threats of climate change. Relationship status with media and ad companies: “It’s complicated.”.

Is Your Online Experience Your Customer’s Worst Nightmare?

Experience Investigators by 360Connext

There is no case for your 2008 case study. Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media. The following is a Best of 360Connext post. Reviewing customers’ online experience is one of the most common ways we at 360Connext help our clients.

If It’s Called Customer Experience, Why is it All About the Company?

ClearAction

Q: When companies don’t get it right, customers are taking to social these days to gripe about it and get action. A: Yes, but “ social media ” tends to be rigidly defined as Facebook, LinkedIn, Twitter, and other popular platforms. Ultimately, though, what tends to happen with social media complaints is that companies try to resolve these very public criticisms by responding to it at a micro level.

Guest Post: How To Collect Marketing Insights That Can Improve Customer Service

ShepHyken

Broad insights, such as social media usage habits by generation, may be available for free from reputable research sources, however industry-specific information is likely guarded behind a paywall. In 2008, consumer research helped customer service at the world’s largest coffee chain.

11 Websites for Online Bank Reviews and Ratings and Financial Services Reviews

ReviewTrackers

In 2012, Edelman Insights found that financial services and banking was the industry consumers trusted the least — even less than they did the media sector. What they are overlooking are review sites such as Yelp, mobile app stores , and social media review pages.

Interview with Charles Stanley, President of De Beers Forevermark

C Space

Quite often, they are connected anyway already with a certain social set, and they use their passion for jewellery, which is connected to their social set, to create these pretty successful businesses. Interview with Charles Stanley, President of De Beers Forevermark.

How COVID-19 has Driven Digital Retail

Kitewheel

In 2010, Harvard Business review completed a study of the 2008 recession and how it affected a number of companies. Social Media . Due to the stay at home orders, social distancing, and general worry, people have been online more than ever.

Announcing NetBase AI Studio – It Changes Everything You Know About Analytics

NetBase

With the release of NetBase AI Studio, our always-on approach to rapid innovation makes us the first social analytics provider to market with this revolutionary AI product. And here’s everything this next-level social intelligence solution can do – and why we know you’re going to fall in love. And they’re limited to social media posts only. Reactions to media, entertainment. Other Social Analytics Tools Providers Just Aren’t There Yet.

Improving the Experience at Israel’s Largest Supermarket, With Zvi Baida – CB65

Customer Bliss

Prior to joining Shufersal, Zvi was with the Israel Securities Authority (ISA) from 2008 through 2012, as a member of the Investigations and Intelligence department, focusing on financial and capital market enforcement activities. When customers interact with the stores and other mediums (credit cards, social media, etc.), Episode Overview.

Four Point Plan to get back to Business Post COVID19

Pink Guava

Yes, it will take time for everything to be normal or maybe this is the new “Normal” of being digital, social distancing, and lock down. or maybe you were in B2C business and now with social distancing customers will be extremely wary? Pandemic has taken everything by storm worldwide.

Top 50 Customer Service Leaders – Best Customer Experience Influencers

Storyminers

We documented why we chose each of these customer service leaders in detail along with where to follow them on social media below. He has appeared in over 150 media and is regularly cited as a top customer experience thought leader.

If It’s Called Customer Experience, Why Is It All About the Brand?

ClearAction

Q: When companies don’t get it right, customers are taking to social these days to gripe about it and get action. A: Yes, but “ social media ” tends to be rigidly defined as Facebook, LinkedIn, Twitter, and other popular platforms. Ultimately, though, what tends to happen with social media complaints is that companies try to resolve these very public criticisms by responding to it at a micro level.

Is Trust Really an Emotion? Generally,Yes…And It Is Critical In Customer-Supplier Relationship…Just Ask Banks!

Beyond Philosophy

Since the financial meltdown of 2008, many have been singled out for charging excessive fees (which is often, as well, a surrogate for service-related issues). Since 2008, the rate of big and large regional bank defection has been increasing while, at the same time, less exposed small banks and credit unions have seen rates of customer acquisition go up and defection rates decline. This is especially true now because of the permanency provided by social media.”

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Top 50 Customer Service Leaders – Best Customer Experience Influencers

Storyminers

We documented why we chose each of these customer service leaders in detail along with where to follow them on social media below. He has appeared in over 150 media and is regularly cited as a top customer experience thought leader.

The Top Ten Most Influential MPs on Twitter

Brandwatch CX

He’s also been using the platform since 2008, so he knows what he’s doing. Clearly May and her team prefer a light touch to social media. Along with being the Labour Party’s leader, the election saw huge crowds singing his name and messages of support from the likes of Danny De Vito, spread across social media. If you want to take a deeper look at politicians and their social media influence, you can use our Audiences tool.

Why focusing on CX is key at times of change

Eptica

Showing the speed of change, in 2008 the five largest global companies were PetroChina, Exxon, General Electric, China Mobile and ICBC (China). For deeper insights you need to analyze the many real interactions that your organization has with customers every day, such what they say on email, chat or social media. Showing the speed of change, in 2008 the five largest global companies were PetroChina, Exxon, General Electric, China Mobile and ICBC (China

Emotional Branding Case Studies to Emulate Great Customer Experience

Win the Customer

In 2008, new Old Navy president Tom Wyatt came in aiming to revitalize the brand. A good example of this is Amway’s recent social media marketing. To communicate its benefits to today’s audience, Amway has increased its social media presence, with content that emphasizes the company’s values and how those values benefit people who sell Amway.

Guest Blog: In the CX world, tracking these metrics is a way of life!

ShepHyken

seconds in 2008 with a mind boggling 19.19 Bikash Mohanty is the Content and Social Media guy at CloudCherry. This week we feature an article by Bikash Mohanty about how important customer experience metrics are to your business. Companies that track and measure their customer service have a competitive advantage. They know when they are doing a great job, and more importantly, they know when they aren’t. Shep Hyken.

In Tech We Trust

Chadwick Martin Bailey

And - yes - social media brands are taking the brunt of this "Trust Fall" of 2018-2019, but this is a “negative halo” effect impacting all of the “Big 5” Tech Brands (Amazon, Apple, Facebook, Google, Microsoft).

Outsourcing as Business Strategy During Recession

Magellan Solutions

During the 2008 Global Recession, Cisco managed to stay afloat during the economic downturn turmoil by downsizing through outsourcing. . During the 2008 Global Recession, IBM signed a number of outsourcing contracts. . You could send emails to your current customers, follow up with other prospects that did not respond to you, check-in on past customers hoping to win them back, and post ads that can draw customers in, and post on your social media accounts. .