Jun 21 Posted 2 years ago
I totally agree Shaylee, for companies that embrace the importance of engaging with their customer, will be the ones that grow significantly over the next few years.
Jun 20 Posted 2 years ago
Warren, this is a great topic to talk about. As a consumer, I get frustrated when the companies' whose products I buy or want to buy, etc make it 'difficult' to contact them. Many people these days are busy working their own 9-5 and not available to go to stores or call at 'traditional' times. Moreover, who wants to?! We want brands to interact with us where we are already comfortable- e-mail, Facebook, Twitter, and now Pinterest too. Adding ease for customers is good customer service and as you talk about, response rates and acknowledgements go a long way in this medium.
I just wrote an article on How 5 Businesses Are Using Pinterest Boards to Creatively Promote Their Products on Wishpond http://bit.ly/1488eGC and I discovered some brands who are doing a great job of engaging their customers on Pinterest- particularly #5- Nordstrom. Companies can learn a lot about how they respond to their customers and encourage discussions around their products.
Jun 3 Posted 2 years ago
Social Media is going to remain one of the tools for customer service for a very long time.
"Customer Service" needs to be timely as said in the article. When you have great customer service along with strategies to engage users then its like icing on the cake. This article explains it with best examples.
Lastly, customers just doesn't want to be entertained, they want to be heard & responded to. Customer Service on Social Media - Respond to customer's every cheer & howls.
Jun 3 Posted 2 years ago
Looking at response time in example one I think that it should be that the examples are in minutes and not in seconds as the author proposes. On top of the examples it says (d.h:m) which gives KLM a responsetime of 26 minutes and not 26 seconds. Something is wrong with the text or the examples.
Thanks for a great site!
Webinars On Demand
February 16, 2016The following is the webinar archive for "Storytelling Gone Wild: The Key to Creating Viral Content." This webinar originally aired on February...
February 09, 2016The following is the webinar archive for "Social Listening: Harness Marketing Insights from Consumer Conversations." This webinar originally air...
February 05, 2016Facebook contests and campaigns are powerful ways for brands to engage with customers in social. They encourage social sharing, spur user-ge...
December 15, 2015New Research to Drive Smarter Social Strategy It’s no secret that social moves fast. So our research and analytics team mines social data,...