April 21, 2015Organizations should treat social media as they would any other electronically stored information and assume it is potentially discoverable. Und...
March 26, 2015Feeling overwhelmed by the massive amount of customer feedback data you’re collecting? You’re not alone! Many businesses are struggling to find...
February 20, 2015Symantec, the global technology security provider, needed to provide its global customer base access to social customer service. They were...
February 20, 2015An Employee Advocacy program has value beyond your company’s marketing department. The community you build will be the single most important...
Jun 21 Posted 1 year 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 1 year 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 1 year 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 1 year 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!