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How Social Media Can Boost Your Bottom Line
By now, everyone has pretty much accepted the staying power of social media. It’s here, and it’s not going anywhere. But social media is a lot like a gym membership—just because you have it doesn’t...
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Finding the ROI in Social Care
One of the most challenging and often frustrating sides to social business is knowing how to measure your success. Because so much of the positive brand-building that takes place is based on...
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Unlocking Social Contact in Your Multi-Channel Contact Center
The concept of the “omnichannel” consumer is one we’ve touched on before, and it bears repeating here. Today’s consumers are so immersed in a multi-channel existence – their expectations of various...
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Social customer care for the contact center
You know your customers are already active social media users. You’ll find them tweeting at any given time – even while making a purchase decision at the point of sale – and with the right social tools...
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Data Backs Statistics on Social Customer Service
We recently posted about the fact that while more than 70 percent of customer complaints expressed on Twitter go unanswered, 88 percent of consumers stated that they will not purchase from a company...
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Social Media Push vs. Pull
If you’ve been following our infographic series these past few months on building customer engagement through social interactions, you might recall that we’ve touched on topics related to building a...
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How Can You Be at the Center of Your Customer’s Own Loyalty Program?
The “Relationship Revolution” is upon us. Customers are longer content to just come through the front door of the business with a phone call using the means that companies have provided them for years....
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Social Customer Service: Don’t Get Fooled Again
Google’s April Fools Day Treasure Map In an attempt to show their not-so-serious sides, companies tried to fool the public today with pranks that “fooled” literally no one. Google offered treasure...
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What Facebook Hashtags Could Mean for Customer Service
Hashtags may be breaking into Facebook, according to a recent Wall Street journal article. Hashtags are trending topics or words preceded by a # sign that have become ubiquitous with the Twitter...
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Customer Service that Learns from, Rather than Resists, Social Media
Between the massive volume of YouTube uploads and millions of Twitter conversations, social media has definitively became a game changer for the way companies do business and connect with their...
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Is There a Secret Sauce for Social Engagement?
Wouldn’t it be nice if there were an “easy answer” to the social media engagement question? That is, what if there were a magic combination of tools and features that could give your business a...
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The Work of “Following Up” Begins Before an Event
The Relationship Revolution isn’t just about building relationships with customers. It’s about building any relationship that helps you further business goals in a positive way. Creating relationships...
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Customer Service Lessons from a “Kitchen Nightmare”
While Scottsdale, Ariz. was the site of many conversations at ACE this week about improving customer experiences, it also happened to be “ground zero” for the social media fallout that occurred after...
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Yahoo’s Marissa Mayer: Chief Social Customer Service Agent
Did you happen to catch the interchange yesterday between CNN’s Piers Morgan and Yahoo CEO Marissa Mayer? Mr. Morgan took to Twitter to express his frustration with his Yahoo mail account: Then Ms....
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Social Media as a Teaching Tool
Facebook, Twitter, YouTube, FourSquare, Pinterest – it seems that every day a new form of “social media” appears on the web. Just what is social media and can you really use it in the classroom? Social...
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Bad Press, Good Publicity? Social Networks Beg to Differ
In a lot of hand-me-down public relations wisdom, we used to hear “there’s no such thing as negative press” and “any publicity is good publicity.” But in today’s socially networked world where online...
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The Benefits of Social Media in Customer Care
Social media isn’t just another way to communicate with customers—it’s radically redefining how companies engage with their audience and share their company’s story. It’s also not just a free form of...
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7 Principles for Engaging With Customers on Social Media
Social media has become a game changer in the way companies interact with and respond to their customers. One of the biggest changes is that Consumer 2.0 now drives the conversation on social media....
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Did Sharknado Change Live TV?
If you watched Sharknado on the SyFy network on Thursday, July 11 one of two things happened. Either you watched a ridiculous, campy movie about sharks… in a tornado… or you watched a ridiculous, campy...
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The Right Time and the Wrong Time to Impact Customer Experience
There is a right time and a wrong time to try and influence customers’ opinion of your brand. The right time is when you have the customer on the phone or in the process of an interaction, when you...
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