The Social Media Customer Service Opportunity

NICE inContact

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. I was astonished that they were able to steal customers in such a public fashion, and that the airline I’ve been loyal to didn’t care to fight back to keep me or to even resolve my issue. Social networks like Facebook and Twitter can no longer be given the diminutive title of “Fad”.

5 Ways You can Build Customer Trust with Social Media

Russel Lolacher

CONSIDER GETTING SOCIAL . Social media, done well, is an amazingly effective tool at building social capital. Creating an online social presence, where you are sharing and engaging with a defined audience can really help in establishing trust.


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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? So, let’s take this to mean that essentially 88% of people would use social media in this way.

Guest Blog: How to Use Social Media to Provide Great Customer Service


This week we feature an article by Brooke Harper who writes about the importance of using social media to provide great customer service. If you’re not monitoring what customers are saying about you and your company on social media, what are you waiting for?! – Shep Hyken. Are you paying attention to what your customers are saying on social media? It Starts with Effective Social Listening. Great Social Media Examples.

Social Media Customer Service Tips (with Rachel David)

Michel Falcon Experience

In my interview with Rachel David , founder of Hashtag Communications , we discuss social media customer service, managing remote employees and how businesses can leverage influencers to build trust with potential customers. Michel: In this interview, I’m speaking to Rachel David to talk to her about social media, customer service, managing remote employees, and I’m going to ask her about the Jerk King fiasco.

Webinar Recap: Social Media Tips for Local Business

Last week, we had a fantastic webinar with Veronica and Ellie from our sister company, Traject’s social media management software Sendible. In our webinar, we shared a variety of really important social media tips for marketing your local business.

Heading Off a Social Media Influencer Crisis


Influencer marketing is a major component for all brands with a social media presence, but it’s still a fairly new practice. It’s exciting to think of someone like Kylie Jenner or Taylor Swift sharing about your brand – especially knowing how many fans they have on social. As Jamie Elgie writes in Forbes , “Don’t say yes to anyone with a high social media following. The post Heading Off a Social Media Influencer Crisis appeared first on NetBase.

7 Social Media Crisis Management Metrics


Do you know which metrics to monitor when facing a social media crisis ? Your brand failed in some fashion, unless there’s been a huge misunderstanding. Pulling from publicly available structured and unstructured data available on social channels, domains, blogs, forums, news and review sites, your brand can learn lots about this person pretty quickly. Shy away from posting apologies (or what have you) on social media as that can – and will – come up again and again.

Xpedition and Voyado Partner to Help Boost Loyalty and Retention for Fashion Brands

CSM Magazine

The collaboration will deliver faster time to benefit in an era of unprecedented change in fashion retail. . Together Xpedition and Voyado will empower fashion brands to forge a loyal following and increase revenues rapidly.

Mastering Social Media Reporting Guide


Social media analytics does a lot for brands and businesses – guiding efforts and keeping brands out of hot water. But if you don’t report your results to the people making decisions, they may not realize how vital these social analytics truly are – or why. Our new Social Media Reporting Series will explain the importance of reporting on your analytics insights, and how NetBase makes it easy to do. Are sales up, but social engagement down?

3 Ways an Online Community Supplements Your Social Media Strategy


Your social media team works hard. These are just a handful of the channels that keep your social team busy. This article is going to discuss 3 ways the addition of a private, online customer community can help boost your brand, provide some focus for your social team, and make life easier for your customers. On a public social network, when targeting a message to a defined audience, it's done in the form of paid targeting or advertising.

How to Make Social Media Analysis Work for You


Whether your goal is social engagement, increased sales, a better customer experience , or anything else, social analytics can help. Let’s use Halloween as an example, since it’s coming up, and offers a lot of opportunity for shopping, dining, and social sharing. They’re a fashion magazine, of course – and Halloween is all about fashion when you think about it. Social sentiment is the metric that tells you the value of the rest of your analytics.

The 7 Keys to Word-of-Mouth Marketing


While some may say it is important to do this on a regular, ongoing fashion, I disagree. This social proof will increase your brands’ attraction and generate an ever-growing number of fans. Ever wonder how to get more people talking about your business? It’s simple.

COVID-19 Response Triggers Fluctuating Passion for Beauty & Fashion Brands


Brand passion is about more than measuring the volume of social content or sentiment. As we mentioned in our social media report, Beauty industry Best Practices Guide , prior to the COVID-19 pandemic, the beauty industry was projected to hit a market value of $805.61

What Brands Can Learn from Coachella’s Social Media Marketing Mastery


Let’s find out what makes it so popular and what brands can emulate – because there’s lots that they can learn from this fashionable festival! For an event that happens over two weekends, its engagement is impressive: You’ll see most social media posts happening immediately before and at the end of each day/weekend, as wifi is pretty hard to come by in the middle of the dust-storm riddled desert that Coachella inhabits.

4 Ways to Take Control of Your Social Media Campaign Experience

Win the Customer

Social media is such an amazing tool to build your business, establish your brand, and most importantly connect with your customers. Understanding the social media game can truly be an uphill battle for some. Keeping up with the passwords, trends, and algorithms of each network leave many people feeling like they’d rather skip out on working with social media at all. In the social media/blogging world, this statement couldn’t be truer.

Key Differences Social Media Listening Reveals About UK and US Consumers


And social media listening reveals what some of those are. And this isn’t just about growing your own food, there’s also sustainable fashion for the forward-thinking among us: Or sustainable may relate to transportation as well. Making those connections and uncovering the best way to meaningfully interact with your target audience without coming across creepy with where social media listening saves the day. Social Listening

How Social Media Can Source Maps for Venice Flooding and Other Natural Disasters


Social media listening is key to sourcing these events, particularly flood maps, and to getting help to those affected by natural disasters. It did little to deter some patrons (pictured below), beyond forcing them to don rain boots in place of more fashionable footwear: Not to take the event lightly in any way, as it was far from ‘just another wet day’ for many business owners and tourists alike. And social media offers a largely untapped resource for exactly that.

Social Media is the Fastest Channel for Customer Service According to New Research

CSM Magazine

Despite its importance to consumers, email is falling behind social media when it comes to customer service, with UK brands answering just 38% of emailed questions, according to a new study. Social media cemented its position as the fastest channel for customer service. Twitter (48% success rate) and Facebook (44%) are both more accurate and faster at delivering responses, although a lack of consistency between channels is undermining the overall customer experience.

Customer service and the impact of social media

Service Untitled

There is absolutely no getting away from social media. In other words, before venturing into the world of social media, have a plan and define your goals. Simply stated, a business needs a person in charge of all social networking to respond to their audience. Their complaints are immediately addressed, and their questions and concerns are answered in Twitter fashion – 140 characters per Tweet.

Expanding Your Consumer Coverage with Quid Social!


Quid Social enables brands’ to expand their digital intelligence opportunities. Synthesizing insight manually, or in a patchwork fashion, offers equally mishmashed results. And Quid Social does precisely that. Quid Social Use Cases. Social engagement counts.

Customers Today Are Loud!

Wired and Dangerous

Social media is completely changing the landscape of communication. Social media drives five times the impact of traditional word of mouth. According to research, 62% of customers who read about a bad experience on social media stop doing business with or avoid doing business with the offending company. Many organizations struggle with how to implement a “social media strategy”.

Consumers’ Social Mood Shift & Bringing Back the Brands


The social mood has shifted socially to overwhelming anger and brands are showing up by reassessing how to connect with consumers. How can companies capture the social mood and bring their brands back to social to connect meaningfully with consumers there?

Expanding Your News Media Coverage with LexisNexis!


Brands require the most accurate, transparent and complete insight available, so we’re excited to announce a significant expansion of our NetBase product, with the addition of LexisNexis’ news media dataset. Flexible Consumer & News Media Analyses in One Place. fashion).

Making Informed Predictions Around Emerging Trends


Here’s a look in Quid Social at that conversation back in December: Little did we know that all of it was going to get turned on its head. And who would have thought that we’d see the fashion industry drop everything to make masks. Or that we’d see a virtual-only Paris Fashion Week.

The Increasing Importance of Competitive Intelligence


How about the ever fashion forward Lululemon? Let’s consider what can be explored – and capabilities we reveal – in our report that details implementing this strategy : Track competitors known to you, and discover new ones using social listening.

3 notable trends in the retail apparel industry


Apparel companies are hanging by a thread as consumers spend less money on stocking their closets , preferring to express themselves through social media rather than by what they wear and favoring weekend getaways over new clothes. People would rather travel, dine out and have more experiences rather than buy more clothing, and more money is going toward media content and data charges too, noted Bloomberg. Innovation Customer Experience retail fashion apparel

KPop Influencing Zoomers in Unanticipated Ways


From music to fashion; travel to KPOP inspired burgers , the conversation is all a-flutter over this Korean Pop Culture. On the left, we have standard news and media displaying their influence by followers and visitors. Influencer Marketing Market Intelligence Social Media Intelligenc

How Does Influencer Marketing Tie Into Customer Experience?

Second to None

Marketing strategies inevitably change over time–especially when that time covers the birth of social media, a slew of technological advances and the blossoming of a new generation. Influencer marketing is a marketing strategy in which brands leverage the clout, or following, of popular social media presences to market their product or service through consumer-relevant channels. Brand Authenticity Omnichannel Social Media Strategic Leadership

5 Top Customer Service Articles For the Week of January 23, 2017


However, there is an argument for the old-fashioned personal touch via the telephone. Why You Should Invest in Social Customer Service by Kristina Koller. SparkCentral) Social media isn’t just for marketing anymore. New research shows that social media is becoming the preferred method of resolving customer service issues. My Comment: This short article is an introduction as to why investing in social media customer service is worthwhile.

In the fiercely, competitive struggle of fashion and service, Burberry does it well

Service Untitled

Chief creative officer Christopher Bailey made sure only one central location would be responsible for the Burberry theme; thus concentrating on design and the ‘brand’ which is inexorably fashion. With the expert incorporation of social media, Burberry has more than 10 million Facebook followers, but even Twitter was not to be the final public method of expanding the younger consumer desire of fashion and function communication.

CX Storytime Tale of The Anti-Social Socialite

The Upsell

This is the Customer Experience Storytime Tale of… The Anti-Social Socialite. ACT ONE: Working in social media and customer experience… it’s exhausting. This was a problem Kyle consumed himself with for years, in the process he was recommend a new book that promised to help him, and I quote “harness the power of social media.”. use new social technologies. He could take a test and it would tell him how good or horrible he was on social media.

Walmart and ThredUp Partner in Master Move


That’s forward thinking fueled by market intelligence, and it’s getting a lot of social traction. And as you can see below, ecologically minded fashion is right up there with technology and green living regarding what interests people the most.

Letting Customers Contribute to the B2B Experience

Customers Rock!

Social media has been making it easier for user-generated content to appear as part of a brand’s marketing, usually with consumers. There are many, many examples of companies using these tactics for marketing buzz and excitement as part of a social media campaign. For this reason, I often say that social media is not a campaign; it is a relationship. How can companies get their customers more engaged and involved?

B2B 152

The Power of Influencers and Brand Authenticity


An Influencer is a user on social media platforms such as Instagram, YouTube or Twich who has established credibility in a specific industry and have access to a large audience. They make a living out of sharing their passions, whether that passion is home baking, makeup, fashion, gaming, or many others. One dollar spent on influencer marketing generates on average $12 in earned media value, and with that type of ROI, everyone is getting into the game.

CX Storytime Tale of The Anti-Social Socialite

Russel Lolacher

This is the Customer Experience Storytime Tale of… The Anti-Social Socialite. ACT ONE: Working in social media and customer experience… it’s exhausting. This was a problem Kyle consumed himself with for years, in the process he was recommend a new book that promised to help him, and I quote “harness the power of social media.”. use new social technologies. He could take a test and it would tell him how good or horrible he was on social media.

Bad Data Series: Excite Wasn’t Excited About Google


We’ll explore the many ways the wrong social analytics solution, offering inaccurate insight , could result in brands misunderstanding potential market opportunities. Fashion Café Flops Fantastically. Today, all it requires is the foresight that social analytics measurement offers.