Why Businesses Need Social Media


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.

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”.

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.

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.

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

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.

Social Media Training Activities and Marketing Courses You Never Realized Your Team Needed


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.

9 Unmissable Reasons Why You Need to Care about Social Media Customer Service


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?

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.

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.

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

5 Ways to Create Social Media Advocates


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.

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.

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.

5 Ways Social Media can Change the Game


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.

CRM, Social Media, Marketing and More — Everything You Need to Know About Customer Engagement Software


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. Social Media Software. In past years, CRM has faced another change: from traditional to social CRM.

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.

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?

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.

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

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.

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.

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.

Don’t Try This at Work: 15 Social Media Mistakes and Bad Customer Service Examples to Avoid at All Costs


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.

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.

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

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.

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.

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 […].

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?

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.

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

5 Social Media Customer Service and Marketing Secrets from the Pros


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.

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?

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?

4 Trends Transforming the World of Social Media Customer Service

Win the Customer

Social media plays a huge role in everyday life. Not only do people use social media to stay connected, but they also use it to interact with their favorite brands. Communication Customer Experience Social Technology