Handling a Social Media Customer Service Crisis
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.
The Social Media Customer Service Opportunity
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”.
Unreliable Customer Experience = No Social Media Love
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.
5 Ways to Create Social Media Advocates
APRIL 18, 2017
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.
When the social media team turns anti-social…
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?
How Social Media Is Affecting Customer Service (Infographic)
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.
Brands Ignoring Consumers on Social Media Are in Trouble (Infographic)
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.
How GM Uses Social Media to Listen and Engage Customers
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.
5 Reasons Companies Fail To Meet Social Media Expectations
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
Three CX points that customers share in social media
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.
The only correct social media strategy
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
Measuring the Impact of Social Media
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.
Customer Service Through Social Media: The game has changed
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.
Maximize web content for social media customer service
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.
Why businesses need to use social media as a customer service channel by Elena Lockett
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.
How Social Media Affects Democracy
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
5 Key Benefits of Incorporating Social Media into Your CX Plan
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.
How to Implement 24/7 Social Media Customer Service
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.
Social Media as a Service Channel: Are You Making These 3 Common Mistakes?
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.
Using Social Media to Build Relationships
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.
Top 3 Ways to Handle Bad Reviews on Social Media
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.
Social Media Faux Pas: JOIN People Skills Oct. 25th 10amET
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™.
Using Social Media to Drive an Exceptional Customer Experience
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
5 Reasons Why Social Media Is Critical for Great Customer Service
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.
3 Case Studies in Successful Social Media Customer Engagement
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.
4 Types of Social Media Customer Complainers (and How to Deal with Them)
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.
Why You Should Use Social Media for Business
MARCH 24, 2017
One of the strategies helping to grow your business is introducing your brand to the world of social media. For you, it means that social media give you the opportunity to introduce your brand to millions of potential customers! Social media for business: yes or no?
How to Integrate Social Media Into Customer Service Channels
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 […].
Social Media Ninja 101: The Most Popular Social Network Sites
APRIL 4, 2017
While it’s clear why having at least one social media account is a “must” for business, it might be difficult which social network site you should choose. Q: Why do I want to have social media profile? Q: What’s the best time to post on social sites?
How to Turn a Social Media Complaint into a Success Story (Infographic)
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.
Maximize LinkedIn for social media customer service and more
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?
Seven Ways to Engage Your Customers Using Social Media
SEPTEMBER 7, 2015
Social Media can level the playing field. Even solo entrepreneurial businesses can create a global presence using social media. Another benefit to social media is cost. You don’t need to hire a media company to buy airtime on radio and television. No, you just need to exploit the free or low cost opportunities that social media provides. Monitor the different social channels like Twitter, Facebook and Yelp.
How to Handle Negative Comments on Social Media Like a Pro
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?
Do You Worry About Your Business Being Attacked on Social Media - Frank Reactions
MARCH 22, 2016
Jay Baer, author of Hug Your Haters, says not to worry about being attacked on social media. So why should you risk even talking to customers on social media? People will attack you on social media if they want to.
Be the Social Media Ninja: An Essential Guide to Social Media Sites
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?
Guest Post: Increase Your Social Media Engagement with These Proven Strategies
FEBRUARY 24, 2017
There is no question that social media has earned its spot in every business’ digital marketing strategy. The rise of social platforms such as Facebook, Twitter, Instagram and LinkedIn have forever shaped the way users express themselves online. Be social and leave a comment!
Maintain Healthy Relationships With Customers Through Social Media
Win the Customer
DECEMBER 27, 2016
Social Media has become not just a prominent platform for marketing and advertising but also an accessible tool for forming and improving customer relationships. Check out some of these quick tips for maintaining successful relationships with your customers via social media.