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...
May 22 Posted 10 months ago
Insightful article but I beg to differ on this recommendation "Best Practice: Consider setting up two separate social accounts – one for dedicated customer service and one for brand building."
1. As a user, it gets more confusing to interact with the brand...mostly because you want resolution of an issue rather than find a brand's specially delegated account for customer service .
2. As a brand, the expenses increase since you now have two separate accounts to manage and promote.
In my opinion, a brand should have a single account for both functions(customer service and brand building)that is properly managed. It's workable.
Mar 24 Posted 1 year ago
Thanks for commenting Madhava! Can you believe this customer, 9 days after giving the Twitter customer service account his number, still hadn't received a call? And when he did get a call, he reports his issue as unresolved - that's why it's important to have several fully operational channels in place - be it social media, traditional customer service, or a Voice of the Customer program (click the link to read a blog on how American Hotel listens to their customers). And one step farther, it's important to learn from these channels, and not just run them.
Mar 22 Posted 1 year ago
Nice article, quiet reverse way of hitting the social circus.