INDUSTRY INSIGHTS YOUR PEERS ARE READING
The key to making the most of social media is listening to what your audience has to say about you, your competitors, and the market in general. If you are a social media rookie, this list of the top free social media monitoring tools might come in handy. MORE
be able to complain about any service breakdowns across my social media platforms or business review sites – such that the company would attempt to resolve my problem in a way that averts reputational damage across my network – ONE OF THE UNEXPECTED GIFTS 0F SOCIAL MEDIA. In the not so distant past, I wrote an article that was picked up by a number of media outlets titled The Power of “Old School” Service: Four Reasons Your Business Should Bring It Back. MORE
Though Social Media Analytics has been a common business tool for nearly a decade now, various aspects still feel mysterious and confusing to those who haven’t followed its progression. Our Social Media Analytics Guide , newly updated for 2019, was created to break down and define the varying terms so you understand how to use each tool for maximum brand impact. What Is Social Media Monitoring? <Currently What Is Social Campaign Analysis? MORE
Certainly an interaction channel that customer service executives should keep in mind is social media. Taking into consideration that with coming generations social media usage is likely to grow further. Social interactions are a customer service channel. MORE
Writing for social media is different from writing for any other reason. Well, your social audience is more compelled to respond, share, and communicate with you. Your social audience is interested and will share their views – whether good or bad. MORE
April 2019 Update: Our list of free social media analytics tools has been refreshed for 2019 – check it out below! It’s a process that can only be accomplished with the help of social analytics tools. WHAT IS SOCIAL MEDIA ANALYTICS? Social Report. MORE
Social intelligence gives brands access to the true voice of the consumer – what interests and motivates them. And then it involves looking at those conversations through the social stream and making sure there’s an engaged audience around the topics we’re seeing. MORE
An omnichannel customer experience program connects all the channels that a customer may use to receive customers service: email, chat, phone call, social media, text etc. Social media plays a key role in your omnichannel CX plan. Customer interaction. MORE
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™. MORE
Once you decide to engage in social media customer service, the next step is coming up with an effective strategy for implementing it. You know the “what” and they “why” of social media support, but who within your company should be the one to own this new platform? MORE
Brands are often missing that “social media” is a social platform. Although social media is often used for advertising and brand awareness, do you remember that the best advertisement is a happy customer? Let your social media function as a customer support channel. MORE
Here are 4 examples of times Wendy’s has stepped up their social media presence to engage and attract customers. INTERACTIVE. Consistency is key on social media, both in terms of what you’re posting and how often. MORE
You might believe social media is a boon for customer care. A Google search for the phrase ‘social media customer service’ returns 117 million results. Why is conventional wisdom so confused about social media’s place in customer support? MORE
After all, it wasn’t until the rise of the internet that media became democratized , and the one-way communication model between companies and customers was shattered. But how were companies to manage, track, and convert an ever-growing number of interactions into revenue? MORE
With the fame came a wave of social media engagement. New customers and fans of the show posted comments and reviews of Amy’s Baking Company to social media channels like Facebook, Yelp, Twitter, and Reddit. How can social media customer service help? MORE
be able to complain about any service breakdowns across my social media platforms or business review sites – such that the company would attempt to resolve my problem in a way that averts reputational damage across my network – ONE OF THE UNEXPECTED GIFTS 0F SOCIAL MEDIA. In the not so distant past, I wrote an article that was picked up by a number of media outlets titled The Power of “Old School” Service: Four Reasons Your Business Should Bring It Back. MORE
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. MORE
We’ve talked about avoiding Influencers Whose Business Is Influence and we’ve covered How to Develop Collaborative Social Media Influencer Opportunities , and now this piece explores the disqualifications that can throw everything into disarray – lots of warnings to heed here! MORE
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. So, I told people on my social media, this is what happened. MORE
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. MORE
Social media teams – both marketing and customer service – often sit by themselves in organizations, likely because management doesn’t quite know what to do with them. Integrating with the core business ensures that the social media team is engaged with other business units to share and act upon customer feedback. Customer experience and social media are part of a “continuous cycle” whereby they each feed the other. MORE
When 67% of consumers turn to social media for customer service support, and 87% of customers indicate that these interactions positively impact their buying decisions, integrating social media into your customer service support strategy becomes a no-brainer. MORE
Modern customers believe that social media is a new better way to interact with the brands when they have questions, problems, or concerns. For a number of reasons, consumer behavior on social media is constantly changing. MORE
Spring is a great time to perform a social media audit , to check in and ensure your brand goals are on track for the next quarter – headed towards back-to-school campaigns and ultimately the holiday season. Which tools are best for assessing your social performance? MORE
A lot of businesses love social media because they feel it helps them spread the word about their organization and what they do. I predict this will be a big focus for social media in 2012. As anyone in social media knows, not everyone is your friend online. MORE
Social media can serve as a testing ground for businesses, nurture customer relationships and provide brand identity. Businesses need social media to succeed in this increasingly technology-centric world. Three Reasons Why Businesses Need Social Media. MORE
Social media is chaotic, but your social media team shouldn’t be! In order for your social media strategy to work, it’s important that your team be onboard with what you are trying to achieve, and have the knowledge and resources to help you achieve it. MORE
It’s always great fun to head to New York to participate in Social Media Week – especially when we’ve got a panel of social marketing superstars like we had this year. Changes in which social channels are popular was an observation of Jenna’s. Social Analytics MORE
Social media has quickly grown up to become the best tool to gain a clearer picture of what consumers want. Once you see the benefits of social media and create a plan of action, customer surveys become more effective and insightful. Use Social Media to Cast A Wider Net. MORE
Brands are nothing without a social media presence. None can stand to miss the opportunity to interact and engage with their customers and generate massive profits in turn. Taking an abstract approach to your social media campaign will also help you get recognized. MORE
April 2019 Update: Our list of free social media analytics tools has been refreshed for 2019 – check it out below! It’s a process that can only be accomplished with the help of social analytics tools. WHAT IS SOCIAL MEDIA ANALYTICS? Social Report. MORE
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. MORE
What company CEOs are on social media? Most CEOs aren’t on social media. But at a time when social media plays such a huge part in many people’s lives this can be very short sighted. Or if they are, not under their real name! MORE
Why is it that negative comments on social media always generate more interest than positive ones? Social media has become a customer service venue for your customers. This is why Twitter has become a prime avenue for customer interaction with companies. MORE
With the explosion of social media, customer service is more important than ever and businesses are taking steps to create memorable “customer experiences”. Social media has put the power back in the hands of the customers and given them a voice to share their experiences. MORE
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. MORE
GetFeedback
MARCH 4, 2019
An omnichannel customer experience program connects all the channels that a customer may use to receive customers service: email, chat, phone call, social media, text etc. Social media plays a key role in your omnichannel CX plan. Customer interaction.
ReviewTrackers
OCTOBER 25, 2017
Social media can serve as a testing ground for businesses, nurture customer relationships and provide brand identity. Businesses need social media to succeed in this increasingly technology-centric world. Three Reasons Why Businesses Need Social Media.
QuestionPro Audience
MARCH 28, 2018
Here are 4 examples of times Wendy’s has stepped up their social media presence to engage and attract customers. INTERACTIVE. Consistency is key on social media, both in terms of what you’re posting and how often.
NICE Systems
AUGUST 27, 2018
Certainly an interaction channel that customer service executives should keep in mind is social media. Taking into consideration that with coming generations social media usage is likely to grow further. Social interactions are a customer service channel.
Advertisement
to meet customer expectations for digital service Social Media Voice of the. interactions are expected to. overtake voice interactions. media discussion. and social media (40 percent). Ratings and reviews and social. customer interactions.
Comm100
NOVEMBER 3, 2017
Social media is chaotic, but your social media team shouldn’t be! In order for your social media strategy to work, it’s important that your team be onboard with what you are trying to achieve, and have the knowledge and resources to help you achieve it.
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NetBase
APRIL 25, 2019
Spring is a great time to perform a social media audit , to check in and ensure your brand goals are on track for the next quarter – headed towards back-to-school campaigns and ultimately the holiday season. Which tools are best for assessing your social performance?
Comm100
OCTOBER 17, 2017
With the fame came a wave of social media engagement. New customers and fans of the show posted comments and reviews of Amy’s Baking Company to social media channels like Facebook, Yelp, Twitter, and Reddit. How can social media customer service help?
Comm100
OCTOBER 11, 2017
Once you decide to engage in social media customer service, the next step is coming up with an effective strategy for implementing it. You know the “what” and they “why” of social media support, but who within your company should be the one to own this new platform?
Michel Falcon Experience
FEBRUARY 21, 2019
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. So, I told people on my social media, this is what happened.
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rely on social. media data 16%. rely on social. media data SO WHAT’S THE CHALLENGE. reviews (49 percent) and social media (40. via emails, chats, social media and more. Every customer interaction yields insights that expand customer.
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ProProfs Chat
APRIL 23, 2019
Modern customers believe that social media is a new better way to interact with the brands when they have questions, problems, or concerns. For a number of reasons, consumer behavior on social media is constantly changing.
Customers Rock!
JANUARY 10, 2012
A lot of businesses love social media because they feel it helps them spread the word about their organization and what they do. I predict this will be a big focus for social media in 2012. As anyone in social media knows, not everyone is your friend online.
Lumoa
OCTOBER 13, 2017
Brands are often missing that “social media” is a social platform. Although social media is often used for advertising and brand awareness, do you remember that the best advertisement is a happy customer? Let your social media function as a customer support channel.
NewVoiceMedia
APRIL 25, 2019
Social media teams – both marketing and customer service – often sit by themselves in organizations, likely because management doesn’t quite know what to do with them. Integrating with the core business ensures that the social media team is engaged with other business units to share and act upon customer feedback. Customer experience and social media are part of a “continuous cycle” whereby they each feed the other.
Brandwatch CX
FEBRUARY 1, 2019
The key to making the most of social media is listening to what your audience has to say about you, your competitors, and the market in general. If you are a social media rookie, this list of the top free social media monitoring tools might come in handy.
Comm100
NOVEMBER 6, 2017
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.
Comm100
NOVEMBER 8, 2017
When 67% of consumers turn to social media for customer service support, and 87% of customers indicate that these interactions positively impact their buying decisions, integrating social media into your customer service support strategy becomes a no-brainer.
Kayako
FEBRUARY 21, 2018
You might believe social media is a boon for customer care. A Google search for the phrase ‘social media customer service’ returns 117 million results. Why is conventional wisdom so confused about social media’s place in customer support?
Customer Bliss
MARCH 8, 2016
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.
ProProfs Chat
FEBRUARY 1, 2019
Social media has quickly grown up to become the best tool to gain a clearer picture of what consumers want. Once you see the benefits of social media and create a plan of action, customer surveys become more effective and insightful. Use Social Media to Cast A Wider Net.
NetBase
APRIL 5, 2019
April 2019 Update: Our list of free social media analytics tools has been refreshed for 2019 – check it out below! It’s a process that can only be accomplished with the help of social analytics tools. WHAT IS SOCIAL MEDIA ANALYTICS? Social Report.
Helen Dewdney
APRIL 29, 2019
What company CEOs are on social media? Most CEOs aren’t on social media. But at a time when social media plays such a huge part in many people’s lives this can be very short sighted. Or if they are, not under their real name!
NetBase
FEBRUARY 11, 2019
We’ve talked about avoiding Influencers Whose Business Is Influence and we’ve covered How to Develop Collaborative Social Media Influencer Opportunities , and now this piece explores the disqualifications that can throw everything into disarray – lots of warnings to heed here!
Michelli Experience
DECEMBER 13, 2017
be able to complain about any service breakdowns across my social media platforms or business review sites – such that the company would attempt to resolve my problem in a way that averts reputational damage across my network – ONE OF THE UNEXPECTED GIFTS 0F SOCIAL MEDIA. In the not so distant past, I wrote an article that was picked up by a number of media outlets titled The Power of “Old School” Service: Four Reasons Your Business Should Bring It Back.
Ann Michaels and Associates
AUGUST 15, 2018
With the explosion of social media, customer service is more important than ever and businesses are taking steps to create memorable “customer experiences”. Social media has put the power back in the hands of the customers and given them a voice to share their experiences.
Kate Nasser
OCTOBER 21, 2015
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™.
Michelli Experience
DECEMBER 13, 2017
be able to complain about any service breakdowns across my social media platforms or business review sites – such that the company would attempt to resolve my problem in a way that averts reputational damage across my network – ONE OF THE UNEXPECTED GIFTS 0F SOCIAL MEDIA. In the not so distant past, I wrote an article that was picked up by a number of media outlets titled The Power of “Old School” Service: Four Reasons Your Business Should Bring It Back.
NetBase
MAY 9, 2019
Though Social Media Analytics has been a common business tool for nearly a decade now, various aspects still feel mysterious and confusing to those who haven’t followed its progression. Our Social Media Analytics Guide , newly updated for 2019, was created to break down and define the varying terms so you understand how to use each tool for maximum brand impact. What Is Social Media Monitoring? <Currently What Is Social Campaign Analysis?
NetBase
MAY 22, 2019
It’s always great fun to head to New York to participate in Social Media Week – especially when we’ve got a panel of social marketing superstars like we had this year. Changes in which social channels are popular was an observation of Jenna’s. Social Analytics
Comm100
FEBRUARY 5, 2018
After all, it wasn’t until the rise of the internet that media became democratized , and the one-way communication model between companies and customers was shattered. But how were companies to manage, track, and convert an ever-growing number of interactions into revenue?
NetBase
APRIL 5, 2019
April 2019 Update: Our list of free social media analytics tools has been refreshed for 2019 – check it out below! It’s a process that can only be accomplished with the help of social analytics tools. WHAT IS SOCIAL MEDIA ANALYTICS? Social Report.
Win the Customer
FEBRUARY 1, 2016
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.
Ann Michaels and Associates
MARCH 27, 2018
Why is it that negative comments on social media always generate more interest than positive ones? Social media has become a customer service venue for your customers. This is why Twitter has become a prime avenue for customer interaction with companies.
NetBase
JANUARY 31, 2019
Social intelligence gives brands access to the true voice of the consumer – what interests and motivates them. And then it involves looking at those conversations through the social stream and making sure there’s an engaged audience around the topics we’re seeing.
iCiDIGITAL
SEPTEMBER 12, 2018
Writing for social media is different from writing for any other reason. Well, your social audience is more compelled to respond, share, and communicate with you. Your social audience is interested and will share their views – whether good or bad.
LiveChat
MAY 3, 2019
Brands are nothing without a social media presence. None can stand to miss the opportunity to interact and engage with their customers and generate massive profits in turn. Taking an abstract approach to your social media campaign will also help you get recognized.
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