May 05, 2015Organizations should treat social media as they would any other electronically stored information and assume it is potentially discoverable. Und...
April 07, 2015If content is king, then certainly customer experience is an integral part of the royal court. As companies everywhere invest in content marketi...
March 19, 2015It’s no surprise social customer service demand is on the rise. To stay ahead of the game, your brand must formalize a streamlined and scala...
March 13, 2015Fifty-seven percent of customers expect the same level of response through social channels as traditional support channels. That can be cha...
Aug 23 Posted 1 year ago
Brian, once again.... Fantastic Article, I really like the paragrah referenced:
"Engagement is a great indicator that your post has resonated with your audience and reaching out and interacting with readers who share and comment on your post is an effective way to build your brand, form lasting relationships and turn readers into brand evangelists."
I wish more companies would jump on this concept as it is vital for businesses to survive in a thriving new ecosystem with technology in everyone's hands with smartphones these days. They also expect the engagment to be real time vs. Days or Months after they post a question or concern... The faster you can react the better the customer service as well it keeps you engaged so you don't end up on a hate sites with a BAD Review from a Client. I know this is sometimes hard to do but think about it as answering a phone, you would not ignor it and the same goes here you have a computer logged in at all times and put employees in charge to help with online customer service..