Expert insights. Personalized for you.
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
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
Social media has become a hot topic in the customer service sector, and for good reason. A recent survey by NM Incite found that nearly half of all users of social media channels, like Twitter or Facebook, have used these websites to reach out to companies for service. MORE
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. 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
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
What dictates consumers’ media consumption habits? And what can media and entertainment brands do to keep pace with these ever-changing needs? We explore that and more in our Social Media Industry Report 2019: Media & Entertainment. 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
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
THE SOCIAL MEDIA ERA. Find out how social media enabled consumers to RECLAIM the power they lost during the internet era and how it changed the way companies and brands interact with their customers. 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
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
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
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
This article highlights four social media customer service best practices to help you wow your clients online. While people might not expect 24/7 service over email and phone, social media comes with an expectation of round the clock availability. 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
Earlier this month I attended Social Media Marketing World , the largest conference on social media marketing in the world. Dan Gingiss started the Social Customer Care Track and interest has grown exponentially. Social Media Changes Customer Service. MORE
October 2019 Update: Trends change, technology advances, and correspondingly, social analytics and social media management tools become increasingly more powerful. What are the top social media tools to have on your radar in 2020? Tracking media mentions. MORE
Our 2019 Global Social Media Market Survey Report presents findings from a global survey of more than 1,700 senior marketers around the world. It offers the precise insight you need to inform your comparison, and your future social media marketing efforts. MORE
What dictates consumers’ media consumption habits? And what can media and entertainment brands do to keep pace with these ever-changing needs? We explore that and more in our Social Media Industry Report 2019: Media & Entertainment. MORE
But one sometimes overlooked method of collecting feedback is by meeting your customers where they are— distributing surveys through social media. . Why social media is a gold mine of customer feedback. billion people use social media. . Social monitoring. 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
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
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
In my posts, I provide advice to improve face to face customer interactions. But today’s customers are expecting service on-line and on the social media channels that they use. Are you a business owner or entrepreneur looking to use social media for customer service? MORE
GetFeedback
NOVEMBER 20, 2019
But one sometimes overlooked method of collecting feedback is by meeting your customers where they are— distributing surveys through social media. . Why social media is a gold mine of customer feedback. billion people use social media. . Social monitoring.
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.
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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.
Speaker: Laura Sikorski, Contact Center Consultant
Your Contact Center is the most customer focused area in your organization. It is where centralized conversations take place, the voice of the customer is amplified, and the amount of data captured is significant. Technology must provide reliable options for customers to reach you when they want and obtain the same great service regardless of the channel they choose. Your customers should have a positive customer experience with every interaction.
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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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?
NICE inContact
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.
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.
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.
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?
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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.
Michel Falcon Experience
JANUARY 30, 2020
THE SOCIAL MEDIA ERA. Find out how social media enabled consumers to RECLAIM the power they lost during the internet era and how it changed the way companies and brands interact with their customers.
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.
CSM Magazine
FEBRUARY 3, 2020
This article highlights four social media customer service best practices to help you wow your clients online. While people might not expect 24/7 service over email and phone, social media comes with an expectation of round the clock availability.
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.
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.
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.
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!
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.
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.
ShepHyken
MARCH 31, 2018
Earlier this month I attended Social Media Marketing World , the largest conference on social media marketing in the world. Dan Gingiss started the Social Customer Care Track and interest has grown exponentially. Social Media Changes Customer Service.
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.
ShepHyken
NOVEMBER 24, 2017
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.
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!
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.
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
OCTOBER 21, 2019
What dictates consumers’ media consumption habits? And what can media and entertainment brands do to keep pace with these ever-changing needs? We explore that and more in our Social Media Industry Report 2019: Media & Entertainment.
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.
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.
NetBase
OCTOBER 4, 2019
October 2019 Update: Trends change, technology advances, and correspondingly, social analytics and social media management tools become increasingly more powerful. What are the top social media tools to have on your radar in 2020? Tracking media mentions.
Bill Quiseng
DECEMBER 14, 2015
In my posts, I provide advice to improve face to face customer interactions. But today’s customers are expecting service on-line and on the social media channels that they use. Are you a business owner or entrepreneur looking to use social media for customer service?
NetBase
OCTOBER 21, 2019
What dictates consumers’ media consumption habits? And what can media and entertainment brands do to keep pace with these ever-changing needs? We explore that and more in our Social Media Industry Report 2019: Media & Entertainment.
CSM Magazine
FEBRUARY 28, 2020
Social media has become a hot topic in the customer service sector, and for good reason. A recent survey by NM Incite found that nearly half of all users of social media channels, like Twitter or Facebook, have used these websites to reach out to companies for service.
NetBase
JULY 25, 2019
Our 2019 Global Social Media Market Survey Report presents findings from a global survey of more than 1,700 senior marketers around the world. It offers the precise insight you need to inform your comparison, and your future social media marketing efforts.
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