Social Media: Ready… Fire… Aim

MaritzCX

As companies begin to embrace social media, many are using a ‘ready, fire, aim” approach. Companies should first create clear policies and determine if and how they will respond and what they intend to do with the feedback data

Social Media: Ready… Fire… Aim

MaritzCX

As companies begin to embrace social media, many are using a ‘ready, fire, aim” approach. Companies should first create clear policies and determine if and how they will respond and what they intend to do with the feedback data

Using social media to gain an advantage

MaritzCX

Social media has become the no. When a small percentage of customers share their experiences with your company via social media, you have an opportunity to engage or re-engage these customers 1 online activity, so it’s essential for businesses to pay attention.

Using social media to gain an advantage

MaritzCX

Social media has become the no. When a small percentage of customers share their experiences with your company via social media, you have an opportunity to engage or re-engage these customers 1 online activity, so it’s essential for businesses to pay attention.

Marconi and Social Media: Allegiance Radio Debuts!

MaritzCX

Join us for Allegiance Radio in 2011. Every week, Allegiance will announce the weekly topic and time along with the URL to connect to the live broadcasts. These will come as tweets on the Allegiance Twitter account or Allegiance on Facebook.

Marconi and Social Media: Allegiance Radio Debuts!

MaritzCX

Join us for Allegiance Radio in 2011. Every week, Allegiance will announce the weekly topic and time along with the URL to connect to the live broadcasts. These will come as tweets on the Allegiance Twitter account or Allegiance on Facebook.

2019 Social Media Marketing Predictions

NetBase

When you look at what social media has become, it’s amazing to think less than ten years ago we were merely on the brink of its potential. Social media, and the ways we analyze and use it, continues to grow rapidly, and that won’t change in the coming year.

Using social media to gain an advantage

MaritzCX

Social media has become the no. When a small percentage of customers share their experiences with your company via social media, you have an opportunity to engage or re-engage these customers 1 online activity, so it’s essential for businesses to pay attention.

The Case for Social Media Monitoring

MaritzCX

In response to overwhelming demand, I’ve written this to serve as a resource for those looking to justify the budget and resources needed to add social media monitoring to their existing customer feedback / market research programs. All the organizations and corporations listed herein are trademarks of those respective companies. A Case Study: Will the. View Article

The Case for Social Media Monitoring

MaritzCX

In response to overwhelming demand, I’ve written this to serve as a resource for those looking to justify the budget and resources needed to add social media monitoring to their existing customer feedback / market research programs. All the organizations and corporations listed herein are trademarks of those respective companies. A Case Study: Will the. View Article

The Case for Social Media Monitoring

MaritzCX

In response to overwhelming demand, I’ve written this to serve as a resource for those looking to justify the budget and resources needed to add social media monitoring to their existing customer feedback / market research programs. All the organizations and corporations listed herein are trademarks of those respective companies. A Case Study: Will the. View Article

Marconi and Social Media: Allegiance Radio Debuts!

MaritzCX

Join us for Allegiance Radio in 2011. Every week, Allegiance will announce the weekly topic and time along with the URL to connect to the live broadcasts. These will come as tweets on the Allegiance Twitter account or Allegiance on Facebook. You are invited to “call in” to chat live on the air, or you can listen after the airing of the broadcast via podcast on iTunes or any other audio playback device

Focus on Customer Service in 2010 (Finally?)

Customers Rock!

2010 may just be the year that companies start to focus on their customers and serving them well. I am hearing more and more that “Customer Service is the New Marketing&# from smart folks in the social media space (including in the above post from Frank Eliason ).

AMA Webcast: Social Media – The New Frontier of Customer Feedback

MaritzCX

Join the American Marketing Association for the free March 23 webcast titled, “Social Media – The New Frontier of Customer Feedback.” ” Speakers include Matthew Bowman, former CEO of Wi5Connect (a social media company) and Eric Weight of Attensity (text analytics expert). To register, go to [link

AMA Webcast: Social Media – The New Frontier of Customer Feedback

MaritzCX

Join the American Marketing Association for the free March 23 webcast titled, “Social Media – The New Frontier of Customer Feedback.” ” Speakers include Matthew Bowman, former CEO of Wi5Connect (a social media company) and Eric Weight of Attensity (text analytics expert). To register, go to [link

AMA Webcast: Social Media – The New Frontier of Customer Feedback

MaritzCX

Join the American Marketing Association for the free March 23 webcast titled, “Social Media – The New Frontier of Customer Feedback.” ” Speakers include Matthew Bowman, former CEO of Wi5Connect (a social media company) and Eric Weight of Attensity (text analytics expert). To register, go to [link

Top 5 Tactics Your Social Media Audit Must Cover

NetBase

As we prep for Q2 of 2019, brands should consider performing a social media audit – especially if they haven’t done one recently. But have you kept up as well as you think you have with social analytics innovations? Social Listening for Campaign Success.

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.

Tweets Not All Sweet on Black Friday

Customers Rock!

Social media has brought the customer experience more in-focus than ever before, and this became very apparent during the start of the 2010 holiday shopping season on Black Friday and Cyber Monday.

Encouraging customer feedback through social media

Very Best Service

Social media is making a two tier system more difficult to organise as the good mixes with the bad. But, is this segmentation approach going to succeed by containing the less positive stories or is it a serious threat to the holistic nature of social media?

The Social Customer

Customers Rock!

I have been reading quite a few blogs and comments lately about how social media and customer service need to come together. There has also been a lot of talk about the Social Customer and its importance. The Social Customer.

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. Recently on Customers Rock!

Customer service: the social media wave

Very Best Service

Social media, and Twitter in particular, is being used more and more as a customer service channel.

Prepare a strategy for social media customer service

Service Untitled

Businesses work social media to help make them successful, but it is wise not to just rush in and set up Facebook and Twitter accounts without having a viable plan. Social media is vulnerable to circumstances, content, and interpretation.

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.

Enhancing Customer Relationships With Social Media – Customer Spotlight

Annie Tsai

I’m on a journey to find small businesses that understand the importance of owning their social media presence. Customer Experience Picking Your Brain Social Media customer spotlight facebook small business twitterToday I had a great conversation with one of Demandforce’s customers – Bell Tire & Auto in Glendale, Arizona – where Dave Bankston injects a healthy dose of personality into the business’ Twitter and Facebook accounts. Spending […].

Enhancing Customer Relationships With Social Media – Customer Spotlight

Annie Tsai

I’m on a journey to find small businesses that understand the importance of owning their social media presence. Customer Experience Picking Your Brain Social Media customer spotlight facebook small business twitterToday I had a great conversation with one of Demandforce’s customers – Bell Tire & Auto in Glendale, Arizona – where Dave Bankston injects a healthy dose of personality into the business’ Twitter and Facebook accounts. Spending […].

The Latest at Customers Rock!

Customers Rock!

I will be moderating a panel again this year at BlogWorld & New Media Expo in Las Vegas, October 14-16. social media and customer loyalty, a very new topic at the time. Fast forward two years to 2010. There has been a lot going on lately here at Customers Rock!

Is Your “Lack of Remarkable” Preventing Customer Loyalty?

Customers Rock!

Nate is the Social Media Expert at Mindshare Technologies. Today we have a guest blogger with us here on Customers Rock!, Nate Bagley.

Customer-Obsessed Service

Customers Rock!

The radio program is really an extension of this blog; you get to hear my voice as part of an hour-long conversation around the topics we all know and love here: customer experience, customer service, loyalty, marketing, and social media. I have been broadcasting my Customers Rock!

The Importance of Customer Listening

Customers Rock!

As customer listening has become a common topic recently, I felt it would be helpful to post it again, especially as it discusses NON social media listening. (Note: This post is a reprise of an earlier Customers Rock! blog post, and one that was very popular with my readers.

From Reach to Relationships: microMarketing Chapter Review

Customers Rock!

As you will see in Greg’s book, the time is really right for this type of marketing to make a huge impact through a fresh, individualized channel, social media. Chapter 7, From Reach to Relationships takes this concept into the realm of the customer and their social networks.

When the social media team turns anti-social…

Helen Dewdney

Today’s guest post by Marcus Williamson looks at social media teams being unhelpful… Marcus Williamson is a journalist and consumer campaigner with a background in the Information Technology sector. When the social media team turns anti-socialSocial media?

Can Social Media Generate Revenue?

Brad Cleveland

Royal Dutch Airlines (KLM) has been interacting with customers through social channels since 2010. They currently have a team of 150 agents dedicated to social interactions, operating 24/7 and supporting 14 languages. You bet.

New Approach to VOC Gaining Ground

MaritzCX

These businesses are embracing a new approach to traditional customer research that gives companies the ability to collect feedback from social media, engage customers in real time and use advanced analytics to understand what makes customer tick and predict what they’ll want Here at Allegiance, we continue to see more companies choosing to rescue customers in real time rather than wait months for the results of a large customer satisfaction survey.

New Approach to VOC Gaining Ground

MaritzCX

These businesses are embracing a new approach to traditional customer research that gives companies the ability to collect feedback from social media, engage customers in real time and use advanced analytics to understand what makes customer tick and predict what they’ll want Here at Allegiance, we continue to see more companies choosing to rescue customers in real time rather than wait months for the results of a large customer satisfaction survey.

New Approach to VOC Gaining Ground

MaritzCX

These businesses are embracing a new approach to traditional customer research that gives companies the ability to collect feedback from social media, engage customers in real time and use advanced analytics to understand what makes customer tick and predict what they’ll want Here at Allegiance, we continue to see more companies choosing to rescue customers in real time rather than wait months for the results of a large customer satisfaction survey.