Bill Quiseng

JANUARY 11, 2023

Through social media, people are talking about you whether you know it or not, like it or not. Customers who are dissatisfied with your service rant about their no class experience to others. They’re not just talking about you to their friends on social media. QUI QUOTE: Customer CARE is the New Marketing.

Customer Care 88

Customer Care Marketing Social Media Advertising 88

Russel Lolacher

DECEMBER 10, 2019

.” Over the years, many a branded platform has been launched, with little to no long-term social media customer service strategy… or even a short-term one. To get it right – REALLY right – serious and thoughtful conversations need to happen before a single account is acquired or a social handle is created.

Social Media 102

Social Media Customer Service Strategies Strategy Customer Service 102

Russel Lolacher

JANUARY 25, 2021

CONSIDER GETTING SOCIAL . Social media, done well, is an amazingly effective tool at building social capital. It’s an opportunity to talk with your customers, both proactively and reactively… like a normal relationship. Social media is meant to be social, so that is what your customers expect from you.

Social Media 119

Social Media Government Fashion Engagement 119

Vonage

SEPTEMBER 21, 2017

No social customer care program can be successful without the right people interacting with your customers and prospects. The hiring of the front-line social care staff should be thoughtful, strategic and intentional, as it will set up the rest of the program to be able to scale in the future.

Customer Care 174

Customer Care Omni-Channel Social Media How To 174

Comm100

OCTOBER 17, 2017

Once a failing restaurant, Amy’s Baking Company now had a flock of new customers rushing to their location in Scottsdale, Arizona, eager to check out the only establishment that the renowned chef had ever walked out on mid-episode. With the fame came a wave of social media engagement. That’s a lot of potential for customer care.

Social Media 127

Social Media Customer Service Customer Care Feedback 127

Vonage

OCTOBER 2, 2017

No social customer care program can be successful without the right people interacting with your customers and prospects. The hiring of the front-line social care staff should be thoughtful, strategic and intentional, as it will set up the rest of the program to be able to scale in the future.

Customer Care 174

Customer Care Omni-Channel Social Media How To 174

Comm100

NOVEMBER 8, 2017

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. Click here to download the full ebook.

Social Media 120

Social Media Customer Service Marketing eBook 120

Comm100

OCTOBER 11, 2017

Once you decide to engage in social media customer service, the next step is coming up with an effective strategy for implementing it. You know the “what” and they “why” of social media support, but who within your company should be the one to own this new platform? Should it be customer service?

Social Media 119

Social Media Customer Service Strategies Strategy Customer Service 119

Fox Metrics

NOVEMBER 19, 2020

Imagine engaging in social media marketing without measuring any of it. Social Media analytics is fundamental to your marketing success. With the FoxMetrics social media analytics tool , you’ll get insights on what to expect, how to act, and the right decisions to make for social media.

Social Media 59

Social Media Analytics Metrics Tools 59

NetBase

JULY 20, 2020

Social Media Analytics is often misunderstood, because the social media itself is misunderstood! Social media isn’t about brands. But they must remember one thing: Social media may provide your brand’s first and last impression, so both need to be good ones. What Is Social Analytics?

Social Media 104

Social Media Analytics Net Promoter Score Analysis 104

Kayako

FEBRUARY 21, 2018

You might believe social media is a boon for customer care. A Google search for the phrase ‘social media customer service’ returns 117 million results. And yet, our investigation tells a different story: Only 3% of consumers picked social media as their go-to channel over live chat, phone, and email.

Social Media 120

Social Media Customer Care Consumers Software 120

BlueOcean

APRIL 15, 2019

The trend of personalized customer experience has since transformed almost every industry as we know it. From the retail experience to social media connections to issue resolution via the contact center, customers want their individual needs known and reflected in the interactions, services, and products they pay for.

Customer Care 189

Customer Care Social Media Contact Center Poor Customer Service 189

Russel Lolacher

JUNE 7, 2021

One of the biggest mistakes I’ve seen organizations do on social media, is treating it like it’s not SOCIAL media. They find it far more important to DO a platform than BE the experience their customers expect. Defining Social Media. So content marketing is a big part of your social media strategy.

Social Media 75

Social Media Video Engagement Customer Relationship Management 75

BlueOcean

OCTOBER 6, 2020

This is what relevant service level metrics look like in today’s customer care center. Are Your Customers Happy? What about feedback via social media networks? The post Validating Your Outsourced Customer Care Partnership: Is Your Incumbent “Still the One”? How do those NPS and CSAT scores look?

Customer Care 156

Customer Care Contact Center Effort Score Net Promoter Score 156

NetBase

APRIL 25, 2019

Spring is a great time to perform a social media audit , to check in and ensure your brand goals are on track for the next quarter – headed towards back-to-school campaigns and ultimately the holiday season. Which tools are best for assessing your social performance? How are you doing with customer care?

Social Media 83

Social Media Tools Multi-Channel Analytics 83

BlueOcean

JULY 5, 2016

If the call to customer care is a dreaded and distasteful last resort, how do we adapt and improve the experience? And the next obvious question is: how does social media impact our practices? The Facts About Social Customer Care. 60% of customers expect companies to respond within the hour.

Customer Care 120

Customer Care Social Media Contact Center Entertainment 120

Brandwatch CX

JANUARY 10, 2024

One way in which Brandwatch is head and shoulders above other social media monitoring tools is that it allows users to carefully customise their queries using Boolean operators, affording almost unlimited control over what can be searched for. However, with great power comes great responsibility.

Social Media 52

Social Media Sales Customer Service Customer Care 52

Brandwatch CX

JANUARY 10, 2024

One way in which Brandwatch is head and shoulders above other social media monitoring tools is that it allows users to carefully customise their queries using Boolean operators, affording almost unlimited control over what can be searched for. However, with great power comes great responsibility.

Social Media 52

Social Media Sales Customer Service Customer Care 52

BlueOcean

JANUARY 6, 2020

This concept that the customer care experience should go beyond demographics and preferences and be completely tailored to any customer’s unique current circumstances pushes the limits of the traditional customer journey and relies on cutting-edge data technologies. Responsiveness Isn’t Just About Speed. Got 15 minutes?

Omni-Channel 177

Omni-Channel Customer Care Self Service Customer Journeys 177

Comm100

NOVEMBER 6, 2017

Social media is a modern day holy grail for businesses: should your company achieve a successful social media strategy, the promise is happiness (for you and your customers), abundance (of engagement and incoming cash flow), and longevity (of your corporation… social media is, after all, a major driver of what keeps businesses relevant nowadays).

Social Media 153

Social Media Examples Customer Service Tips 153

Comm100

SEPTEMBER 1, 2016

Social media. The ultimate double-edged sword of customer care. On the one hand, social media provides businesses with a premier location to engage with customers, address emerging problems, and discuss service improvements. Look at them as an opportunity to build on your customer relationships.

Social Media 112

Social Media Brands Course Customer Care 112

Think Customers

DECEMBER 4, 2018

In a world where consumers demand service when they want, where they want, social media rules. To explore why social care counts more than ever, we talked to Joshua March, author of book “Message Me” and founder and CEO of Conversocial, to get his take on mastering the platform.

Social Media 40

Social Media Customer Care Consumers Customers 40

NetBase

APRIL 5, 2019

April 2019 Update: Our list of free social media analytics tools has been refreshed for 2019 – check it out below! It’s about offering an overall customer experience that makes consumers feel seen, heard, and understood at the deepest levels. It’s a process that can only be accomplished with the help of social analytics tools.

Social Media 99

Social Media Analytics Tools Marketing 99

GlowTouch

JUNE 21, 2021

Customer Care. Communicate with your customers through their preferred channel: chat, voice/IVR, email, social media, SMS, Facebook Messenger, in-app messaging, and web self-service. . Social Media. Remote work and remote customer service agents. Work-from-Home. First Name. Company Email.

Customer Care 52

Customer Care Self Service First Call Resolution Social Media 52

NetBase

AUGUST 17, 2020

Many marketers are relying on advanced social media analytics intel combined with powerful social media listening capabilities to inform strategy. We’ve uncovered that and more in our 2020 Global Social Media Market Survey report. Global Marketers Share Social Media Analytics Understanding.

Social Media 56

Social Media Survey Marketing Analytics 56

Magellan Solutions

SEPTEMBER 29, 2020

For modern consumers, using social media to air complaints and to get the kind of help they need is the best option. Waiting to talk to a customer service representative over the phone can actually take a long time, and going to the company’s office can be too much of a hassle. What is social media customer service?

Social Media 52

Social Media Customer Service Call Center B2C 52

ShepHyken

MARCH 31, 2018

Earlier this month I attended Social Media Marketing World , the largest conference on social media marketing in the world. Over the last few years, customer service has shifted from traditional phone support toward social media channels like Twitter, Facebook, Instagram, and others. Social Proof.

Social Media 87

Social Media Self Service Customer Service Marketing 87

Russel Lolacher

MARCH 8, 2020

2) Millennials Expect You to Engage with them on Social Media. Growing up in an era where social media is just a natural part of daily life brings with it numerous expectations, not only of an online presence but also around its usage and engagement. Commerce and conscience together. But it’s not only about engagement.

Customer Care 80

Customer Care Social Media Comparison Groups 80

NetBase

APRIL 5, 2019

April 2019 Update: Our list of free social media analytics tools has been refreshed for 2019 – check it out below! It’s about offering an overall customer experience that makes consumers feel seen, heard, and understood at the deepest levels. It’s a process that can only be accomplished with the help of social analytics tools.

Social Media 85

Social Media Analytics Tools Marketing 85

NetBase

JULY 25, 2019

Our 2019 Global Social Media Market Survey Report presents findings from a global survey of more than 1,700 senior marketers around the world. It offers the precise insight you need to inform your comparison, and your future social media marketing efforts. Social Media Marketing Metrics. respond to crises.

Social Media 65

Social Media Report Survey Marketing 65

Experience Investigators by 360Connext

JANUARY 23, 2015

We get asked a lot about how to help customers in the 24/7 always-connected world we live in. Customers turn to social media to get questions answered quickly, report issues about products, praise great service and much more. Social customer care is going to be with us forever. What about you?

Customer Care 110

Customer Care Social Media Marketing Conference 110

Russel Lolacher

SEPTEMBER 8, 2020

To successfully embrace social media customer service, the focus of your interactions need to be far more in the intent and use of the tool than the tool itself and its features. So what are the skills or traits needed to really and truly be a great (not good) social media customer service star?

Social Media 69

Social Media Customer Service Transportation Communication 69

CSM Magazine

APRIL 26, 2022

The solution enables contact center, marketing and CX teams to capture, analyze and respond to the millions of customer service requests they receive through chat, email and social media. 94% of consumers expect brands to answer questions and respond to negative posts on social media and they want a response quickly.

Social Media 52

Social Media Connections Company Contact Center 52

Comm100

SEPTEMBER 5, 2014

The advent of social media has had a huge impact on the customer service industry. Here are nine tips on how to offer the most effective customer service on social media. Here are nine tips on how to offer the most effective customer service on social media. Take a page from Nike.

Social Media 113

Social Media Tips Customer Service Customer Service Representative 113

CSM Magazine

JUNE 11, 2021

Social networks are becoming popular for customer support because it offers free and practical tools that allow you: Manage your customer base without having to go through third-party services. Social media also encourages friendly competition between business brands. Stay in contact with your clients.

Social Media 52

Social Media Management Chatbots How To 52

Comm100

FEBRUARY 5, 2018

Social Media Software. Exploring A Broad Term: What Is Customer Engagement Software? From customer relationship management (CRM) software to knowledge base and social media tools — it almost seems harder to find a software solution that isn’t considered a customer engagement tool than one that is.

Social Media 123

Social Media CRM Self Service Software 123

Russel Lolacher

DECEMBER 20, 2021

A lot goes into providing social customer care during an emergency event considered a “once-in-500 year flood” As the team leading public engagement and digital communication for BC’s provincial transportation, it’s done with a process that prioritizes intentional effort, accessibility and empathy.

Customer Care 98

Customer Care Transportation Social Media Government 98