Enhance Customer Service with Social Media Engagement
More and more consumers are turning to social media first to voice complaints, have complicated situations resolved, and express concerns in the case of a crisis. Studies have found people…
Adding Social Media to the Supply Chain
Is A Lack of Presence on Social Media Impacting the Supply Chain? If you had to ask supply chain executives about social media, they'd probably get stuck somewhere after the word…
Nobody’s Perfect: A Lesson in Social Customer Service
I want you to do something that you’ve probably never done before. I want you to hope that people complain about your company on your social media sites. Sounds like…
Why Copy and Paste Customer Service is Dead
Social customer service is no longer avoidable.Customers are airing brands’ dirty laundry, complaining and giving kudos on social networks, expecting a timely and personal response in return.Not only do brands…
The Rise of Social in Customer Care
If you are a social media professional, you are probably working closely with your peers in the customer care department. If you are not, you really should be.Customer care in…
Why Social Customer Service Falls Behind
As customers, we expect a lot from companies who use social media to respond to customer service issues. Scratch that. We expect ALL companies to be responsive when we go to…
The Broken Brand Promise: Progressive
Dear Progressive:Saul Bellow wrote a novel, Herzog, in which the hero occupied his time writing angry letters to public figures. I really don’t have time to do that, but the customer experience I just had…
All you need to know about social media customer service in 8 emoticons
Social media marketers have a lot to say in a little space. We've only got 140 characters on Twitter, and Facebook posts with 80 characters or fewer garner higher engagement rates.…
Hello Vendors … My name is Mireille…And… I’m No Longer Your Customer
It has been suggested that you need to attract at least ten to fifteen customers for every customer you lose; with social media, the numbers increase significantly. Vendors…