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 MORE
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. MORE
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? MORE
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? MORE
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. MORE
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 MORE
21 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 MORE
There’s tremendous power in customers advocating for your brand via “word of mouse,” and many companies are wondering how to harness the customer feedback collected through surveys to bolster their company’s online presence. MORE
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. 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
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. MORE
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-social… Social media? MORE
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.” MORE
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 MORE
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. MORE
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. MORE
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. MORE
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. 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
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. MORE
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. MORE
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. MORE
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 MORE
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. MORE
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. MORE
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. MORE
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. MORE
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”. MORE
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. MORE
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. 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
Customer service via social media can no longer be considered as a luxury but as an essential component of any customer service strategy – for two simple reasons: Everyone’s thumbs are practically connected to their cellphones – it gives little room for companies to consider alternatives. MORE
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 MORE
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? MORE
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. MORE
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 […]. MORE
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. 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
The market research industry continues to be all abuzz about social media. Most social media analysts believe consumer-generated media will broaden the horizons available to a market research team and insights gleaned from social media intelligence will be an integral part of every. 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
Social Media Related Topics 
Who's Your Gladys?
APRIL 17, 2017
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.
inContact
JUNE 14, 2016
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”.
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.
NewVoiceMedia
JANUARY 3, 2017
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.
Provide Support
AUGUST 30, 2016
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.
Provide Support
SEPTEMBER 22, 2015
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.
Provide Support
MARCH 29, 2016
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
Customers Rock!
JANUARY 24, 2012
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.
Brad Cleveland
JULY 28, 2015
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.
LiveChat
NOVEMBER 9, 2015
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
Customer Bliss
AUGUST 25, 2015
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.
Customers Rock!
OCTOBER 18, 2011
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.
Helen Dewdney
MARCH 27, 2017
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-social… Social media?
Magellan Solutions
FEBRUARY 10, 2016
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.
Brad Cleveland
MAY 26, 2015
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
Natalie Petouhof
APRIL 26, 2016
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.
MaritzCX
DECEMBER 6, 2016
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.
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.
Comm100
SEPTEMBER 1, 2016
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.
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.
MaritzCX
MARCH 1, 2017
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
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™.
Provide Support
MARCH 8, 2017
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.
Brad Cleveland
JUNE 29, 2015
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.
Win the Customer
NOVEMBER 23, 2014
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
Win the Customer
AUGUST 25, 2016
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.
ijgolding
MARCH 24, 2016
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.
StellaService
FEBRUARY 28, 2017
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.
Win the Customer
FEBRUARY 22, 2015
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 […].
Win the Customer
NOVEMBER 14, 2016
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.
LiveChat
APRIL 13, 2016
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?
Verint
AUGUST 28, 2017
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.
Magellan Solutions
FEBRUARY 24, 2016
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?
LiveChat
JANUARY 17, 2017
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
Merlin
NOVEMBER 28, 2016
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.
LiveChat
MARCH 22, 2016
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?
Verint
SEPTEMBER 6, 2017
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.”
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