Converting Survey Respondents to Social Media Advocates

MaritzCX

Let’s wrap up our series of posts about our 2013 Online Review Study. If you haven’t been following along, here are three white papers on the topic. Part One – Should you believe everything you read on online ratings and review sites?

Converting Survey Respondents to Social Media Advocates

MaritzCX

Let’s wrap up our series of posts about our 2013 Online Review Study. If you haven’t been following along, here are three white papers on the topic. Part One – Should you believe everything you read on online ratings and review sites?

Converting Survey Respondents to Social Media Advocates

MaritzCX

Let’s wrap up our series of posts about our 2013 Online Review Study. If you haven’t been following along, here are three white papers on the topic. Part One – Should you believe everything you read on online ratings and review sites?

Stuffing the Social Media Ballot Box

MaritzCX

As such, I am always keen to offer opinions, even when unsolicited via social media. As a frequent flyer, I am quite vociferous in my opinions about my experiences with airlines. I am always amazed at the wide variability in service; some stellar some catastrophically poor.

Stuffing the Social Media Ballot Box

MaritzCX

As such, I am always keen to offer opinions, even when unsolicited via social media. As a frequent flyer, I am quite vociferous in my opinions about my experiences with airlines. I am always amazed at the wide variability in service; some stellar some catastrophically poor.

9 Unmissable Reasons Why You Need to Care about Social Media Customer Service

Comm100

In 2013, Amy’s Baking Company became famous overnight after premiering on a particularly dramatic episode of Gordon Ramsay’s “ Kitchen Nightmares ” – a reality TV series that followed Ramsay’s attempts to help struggling food establishments improve their business. Introduction.

Data Snapshot: Social Media Benchmark, 2015

Experience Matters

We just published a Temkin Group data snapshot, Social Media Benchmark, 2015. This is our annual analysis of how consumers use different social media sites on computers as well as on mobile phones (see last year’s data snapshot ).

Don’t Try This at Work: 15 Social Media Mistakes and Bad Customer Service Examples to Avoid at All Costs

Comm100

Although social media isn’t quite as mythicized as it was in its youth, companies that haven’t already done so are flocking to sign up for this golden communication and marketing opportunity. Have one social media account per social media platform with shared ownership.

Be Careful When Using Social Media to Measure Public Attitudes and Perceptions

MaritzCX

In their Internet and Tech section there is a wealth of information about research they conduct regarding the Internet and social media, and their impact. An interesting report came out Monday from the Pew Research Center. It can be found here.

Be Careful When Using Social Media to Measure Public Attitudes and Perceptions

MaritzCX

In their Internet and Tech section there is a wealth of information about research they conduct regarding the Internet and social media, and their impact. An interesting report came out Monday from the Pew Research Center. It can be found here.

Social Media Rating Sites –Marketing or Customer Experience Sharing?

MaritzCX

In a previous post on Sound Check, my colleague Dave Fish wrote about airlines offering frequent flyer miles to people that “liked” them on Facebook. I thought of that when reading this article in a recent issue of Automotive News. Basically, it talks about automotive dealers’ frustration with Google for removing many reviews because of. View Article. General

Social Media Rating Sites –Marketing or Customer Experience Sharing?

MaritzCX

In a previous post on Sound Check, my colleague Dave Fish wrote about airlines offering frequent flyer miles to people that “liked” them on Facebook. I thought of that when reading this article in a recent issue of Automotive News. Basically, it talks about automotive dealers’ frustration with Google for removing many reviews because of. View Article

Social Media Rating Sites –Marketing or Customer Experience Sharing?

MaritzCX

In a previous post on Sound Check, my colleague Dave Fish wrote about airlines offering frequent flyer miles to people that “liked” them on Facebook. I thought of that when reading this article in a recent issue of Automotive News. Basically, it talks about automotive dealers’ frustration with Google for removing many reviews because of. View Article

Be Careful When Using Social Media to Measure Public Attitudes and Perceptions

MaritzCX

In their Internet and Tech section there is a wealth of information about research they conduct regarding the Internet and social media, and their impact. An interesting report came out Monday from the Pew Research Center. It can be found here. If you don’t know the Pew Research Center, you should check out their site. View Article

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

NewVoiceMedia

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.

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.

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.

Perspective on Social Media

Brad Cleveland

Call Center Contact Center Social Media Videos Brad Cleveland Call Center Management On Fast Forward customer relationships Customer Service support center

Victoria’s Not So Secret Brand Crisis

MaritzCX

sorry) over the latest social media-induced brand crisis. Much of the uproar has come through the social media channel, particularly from an open letter. The internet is all-a-twitter (pun intended….sorry)

Brands 260

Victoria’s Not So Secret Brand Crisis

MaritzCX

sorry) over the latest social media induced brand crisis. The internet is all-a-twitter (pun intended….sorry) This one is about the new Victoria’s Secret “Bright Young Things” ad campaign that many people feel inappropriately targets highly sexual underwear to tweens and teenagers.

Brands 260

Rating Site Coercion or Fair Warning?

MaritzCX

I recently heard (on NPR’s “Wait Wait Don’t Tell Me” news quiz show) and read about (here) someone taking this to a new level in the social media world.

Rating Site Coercion or Fair Warning?

MaritzCX

I recently heard (on NPR’s “Wait Wait Don’t Tell Me” news quiz show) and read about (here) someone taking this to a new level in the social media world.

How Well Are You Capturing the Voice of the Customer?

MaritzCX

Today, hundreds of organizations regularly conduct surveys and focus groups, solicit comments and complaints, scour social media, and gather data from other sources. Most organizations understand the value of the Voice of the Customer (VoC).

How Well Are You Capturing the Voice of the Customer?

MaritzCX

Today, hundreds of organizations regularly conduct surveys and focus groups, solicit comments and complaints, scour social media, and gather data from other sources. Most organizations understand the value of the Voice of the Customer (VoC).

Social Media Requires Service and Support

Brad Cleveland

Call Center Contact Center Social Media Videos Brad Cleveland Call Center Management On Fast Forward customer relationships Customer Service strategy support center

Fake Reviews – Now Things are Getting Serious

MaritzCX

It talks about Edmunds.com suing a social media reputation management firm for allegedly posting false reviews for 25 of its automotive dealer clients at Edmunds.com. This week I saw an interesting article in Automotive News here. If you don’t know Edmunds, it is one of the premier automobile review sites and they also have a. View Article

Fake Reviews – Now Things are Getting Serious

MaritzCX

It talks about Edmunds.com suing a social media reputation management firm for allegedly posting false reviews for 25 of its automotive dealer clients at Edmunds.com. This week I saw an interesting article in Automotive News here. If you don’t know Edmunds, it is one of the premier automobile review sites and they also have a. View Article

Fake Reviews – Now Things are Getting Serious

MaritzCX

It talks about Edmunds.com suing a social media reputation management firm for allegedly posting false reviews for 25 of its automotive dealer clients at Edmunds.com. This week I saw an interesting article in Automotive News here. If you don’t know Edmunds, it is one of the premier automobile review sites and they also have a. View Article

Victoria’s Not So Secret Brand Crisis

MaritzCX

sorry) over the latest social media induced brand crisis. The internet is all-a-twitter (pun intended….sorry) This one is about the new Victoria’s Secret “Bright Young Things” ad campaign that many people feel inappropriately targets highly sexual underwear to tweens and teenagers. You can read an ABC news article about it here. Much of the uproar has. View Article

Brands 200

Rating Site Coercion or Fair Warning?

MaritzCX

I recently heard (on NPR’s “Wait Wait Don’t Tell Me” news quiz show) and read about (here) someone taking this to a new level in the social media world. We’ve all probably heard stories about a customer “blackmailing” a service provider by threatening to submit a poor customer satisfaction survey. Apparently someone came up with. View Article

How Well Are You Capturing the Voice of the Customer?

MaritzCX

Today, hundreds of organizations regularly conduct surveys and focus groups, solicit comments and complaints, scour social media, and gather data from other sources. Most organizations understand the value of the Voice of the Customer (VoC). The expectation is that insights drawn from VoC sources will enable these firms to prioritize, focus, and drive efforts. View Article

Utilities Harness Social Media for Customer Service

Brad Cleveland

“The way utilities view social media is radically changing,” says Greg Guthridge, global lead for Accenture Energy Consumer Services, quoted in a recent article in The Wall Street Journal (“Utilities Tap Power of Social Media,” by Andrew Blackman, The Wall Street Journal, September 22, 2013).

#Emergency: What is social media’s future role in emergency communications?

Customer Interactions

Many local forces are already using social media (Twitter and Facebook in particular) in some rather creative ways, such as West Midlands Police that recently hosted a 24-hour tweetathon to expose time-wasting 999 calls, an approach I first heard used by Greater Manchester Police back in 2010. It’s time to look at new ways for people to report emergencies quickly and efficiently, and social media could provide the answer in the future.

Twitter Application Use Across EMEA

Andrew Maher

Social Media Applications Big Data TwitterAs part of the Twittersphere and the data provided via its API I was curious as to how people here across EMEA from Scandinavia down to the Cape were accessing and tweeting.

I share therefore I am?

Andrew Maher

Digital Interactions Social Media Social NetworksWhat do you think? Are we, as the presenter says, “sacrificing conversation for mere connection”? Explore more infographics like this one on the web’s largest information design community – Visually.

customer service and social media: mix the old and the new

Very Best Service

Social media customer service With the exponential growth of social networks, social media and customer service are now closely associated. customer service social media good customer service skills

ROI of Social Customer Service: How to Calculate It and Create a Strong Business Case

Natalie Petouhof

If a customer doesn’t get the help she needs, she often will not remain loyal – or worse, she will take to social media and tarnish the brand. To gain buy-in for this type of interaction in a social customer service program, executives need to show senior leaders a viable business case.

ROI 56

‘Social listening’ can help businesses become more effective

Service Untitled

The buzz phrase “social listening,” also known as social media monitoring, can help organizations and businesses be more effective and build stronger brand relationships.

What you can learn about customer service from Marc Benioff

NewVoiceMedia

Marcus Nelson, former Director of Social Media at Saleforce spoke to Forbes about working there. The future is social. Social media has been heralded as ‘the future’ for many years now, and Benioff agrees.

The Best Instagram Analytics Tools

Brandwatch CX

in 2013 to 32.3% Social Bakers. Social Bakers offer a free Instagram analytics tool. Quintly is a dashboard tool that covers several social networks. The engagement tab shows growth history, the source of engagement and most popular media. social media accounts.

Tools 105