Handling a Social Media Customer Service Crisis

Who's Your Gladys?

Could a social media customer service crisis happen to your company? The post Handling a Social Media Customer Service Crisis appeared first on Who's Your Gladys? Here are some tips for managing one.

The Social Media Customer Service Opportunity


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. Social networks like Facebook and Twitter can no longer be given the diminutive title of “Fad”.

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Unreliable Customer Experience = No Social Media Love

Customer Bliss

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.

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


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.

Brands Ignoring Consumers on Social Media Are in Trouble (Infographic)

Provide Support

Gone are the days when we didn’t need to worry about using social media for customer support. According to the Sprout Social report 90% of people surveyed have used social media in some way to communicate directly with a brand.

How Social Media Is Affecting Customer Service (Infographic)

Provide Support

Social Media in Customer Service. The way you respond to and handle their complaints will determine whether your customers share on social media how terrible your company is or will remain happily loyal to your brand. How Social Media Is Affecting Customer Service.

5 Reasons Companies Fail To Meet Social Media Expectations

Provide Support

Why Companies Fail To Meet Social Media Expectations. Social media is really no different.(.). Articles Best Practice Tips and Tricks customer engagement customer service social media social media customer service

Measuring the Impact of Social Media

Customers Rock!

This post is part of the Social ROI Blog Carnival at Think Customers: the 1to1 Media blog. Visit the blog carnival post “ Calculating the ROI of Social Media ” to check out the full list of posts from numerous well-known social media thought leaders.

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.

The only correct social media strategy


If you’re an entrepreneur you probably care about social media strategy. Social media has been traditionally known for it’s “soft selling.” Your social content promotes your business, converts readers, and generates profit. Best practices Marketing social media

Three CX points that customers share in social media

Customer Bliss

There are three repeated customer experience points that customers talk about through social media. The post Three CX points that customers share in social media appeared first on Customer Bliss.

Customer Service Through Social Media: The game has changed

Customers Rock!

Harry is with Useful Social Media , and I will be presenting at their New York Conference on Social Media and Customer Service next week. The rise of social media has changed customer service beyond recognition.

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?

Maximize web content for social media customer service

Magellan Solutions

Any business worth its salt will have some degree of social media presence. The ubiquity of social media and the role it plays in the day-to-day lives of customers make it a powerful tool for social media customer service. Monitor social media activity.

Can You Afford to Ignore Social Media?

Brad Cleveland

Many … Call Center Contact Center Customer Experience Customer Service Customer Surveys Research/Statistics Social Media American Express Brad Cleveland CFI Group customer experience Customer service statistics Dimension Data Facebook Pew Research

How GM Uses Social Media to Listen and Engage Customers

Natalie Petouhof

Tweet Having worked for GM years ago and lived in Detroit, the motor capital, it was really interesting to see how GM is using social media to listen and engage customers – in marketing as well as customer service.

5 Key Benefits of Incorporating Social Media into Your CX Plan


This is especially true in social media. It is no surprise how the advances in technology are providing unique opportunities to engage and gain insight to the customer experience like never before.

Using Social Media to Build Relationships

Customers Rock!

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.

Top 3 Ways to Handle Bad Reviews on Social Media


Social media. On the one hand, social media provides businesses with a premier location to engage with customers, address emerging problems, and discuss service improvements. The customer is always right, after all, and negativity spreads like wildfire on social media.

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.

How Social Media Affects Democracy


One trait that sets humans apart is our drive to make sense of things. We do this so we can comprehend our shared history and make plans for the future. As professionals, we do this so we can assess the state of our businesses and strategize for growth. The new year is a time of. View Article

Social Media Faux Pas: JOIN People Skills Oct. 25th 10amET

Kate Nasser

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™.

How to Turn a Social Media Complaint into a Success Story (Infographic)

Provide Support

Customer service has shifted more and more online over the past couple of decades, and increasingly that means customers are reaching out via social media when they have an issue that they’d like you to resolve.

Which Customers Use Social Media for Customer Service?

Brad Cleveland

While there may be a perception that only younger consumers use social media as an access channel, research published mid 2014 by eConsultancy suggests that is clearly not the case.

Using Social Media to Drive an Exceptional Customer Experience

Win the Customer

An American Express study showed customers on social media are willing to pay a 21% premium for an exceptional customer experience on social channels. Customer Experience Customer Service Social

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.

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.

Social Media as a Service Channel: Are You Making These 3 Common Mistakes?


Social media is part of your service channel mix, whether you like it or not. Granted, social represents a small percentage of your customer interactions. But among all your channels, social is the most visible. Done right, service via social is a big win for brands.

How to Integrate Social Media Into Customer Service Channels

Win the Customer

With 70% of customer complaints on social channels going unanswered, there’s a huge opportunity for organizations improve service experience simply by integration social customer service. With the introduction of social media there now exists a new opportunity for customer service agents to interact with customers in a new way, something which is yet to be fully embraced by the […].

5 Reasons Why Social Media Is Critical for Great Customer Service

Win the Customer

Whether it’s Snapchat’s GeoFilters or Facebook’s 360 Photos, more businesses are finding that social media is one of the most powerful tools available today. Whatever industry you’re in, you simply must have a social media presence these days.

How to Handle Negative Comments on Social Media Like a Pro


If you’ve read my latest post about lion customer taming, you may think: OK, I’ve seen a post about dealing with customer complaints , but there was nothing about dealing with complaints via social media ! Why I should care about social media complaints?

Customer Service on Social Media and Communities: It Works


In my last blog, Social Communities—Hey, Get Your Own! , I explained how public social networks and corporate-owned social communities are used to expand reach and improve customer engagement. Social communities and corporate-owned social communities are key sources of social listening, responding, learning and applying. Companies use social channels to promote their brand, pitch sales or events, and provide support.

Maximize LinkedIn for social media customer service and more

Magellan Solutions

With over 400 million users, LinkedIn is one of the largest platforms for professional networking and social media customer service. Planning to have your social media customer service management team?

The Social Media Marketing Strategy You Should Stick To


If you’re an entrepreneur you probably care about social media strategy. Social media has been traditionally known for it’s “soft selling.” Your social content promotes your business, converts readers, and generates profit. Social media social media

4 Types of Social Media Customer Complainers (and How to Deal with Them)


When it comes to giving feedback, consumers are likely to complain or rant via social media instead of telling the brand directly because for them, it’s easy and safe. Brands, on the other hand, have much to lose with complaints on social media.

Be the Social Media Ninja: An Essential Guide to Social Media Sites


I’m sure that you’ve heard plenty of times why not having social media profiles is the worst idea you can have. If you’re not on social networking sites, it’s like you don’t exist, right? Why do I want to have social media profile? What’s the social media etiquette?

Is the Social Media Break the New Smoke Break for Young Workers?


However, with socially connected millennials and the next generation of workers about to enter the workforce (Generation Z born after the year 2000), employers may need to re-introduce the scheduled break—not for a cigarette but to catch up on your social media feed. Instead of his standard two-hour meeting, Coach Fisher found he “got more engaged attendees when he allowed them to get their ’social media fix’ every half hour.”