If your brand is taking on social customer care, the hours your audience is most actively talking to your brand will have a big influence on the hours when you yourself need to be active. Typically, this is highly dependent on the industry you're in, so the first step in understanding this is by monitoring when your community is active. If you notice any peaks during the day, make sure you're providing customer service during these hours.
Customers who need help with product or service issues frequently turn to Twitter for immediate assistance and resolution. In fact, these days it’s common to for people to tweet problems and frustrations as they occur. Rather than let that scenario intimidate you, consider it a gift from the marketing gods. Thanks to Twitter, you can help customers instantaneously and keep situations from becoming bigger than they need to be.
I was recently quoted in an article on Industry Edge about How to Lose a Customer Forever. The article was targeted to hardware retailers, but the tips apply to retail businesses of all shapes and sizes. Of course, you don’t really want to alienate customers, so consider this advice on what not to do! There are lots of ways to lose a retail customer.
There is a serious disconnect between the promise of social media and what it is delivering for brands, and it can be explained in one simple sentence: Social media is a customer channel before it is a marketing one.
The Moz Blog recently had a great post on Effective Outreach by Beverly_Distilled. This discussion of techniques to reach journalists and interest them in your promotions is good, with practical advice. It also is applicable to more than journalists.
The lines are getting blurry between the traditional business categories that separate things like customer service, reputation management, and marketing. This is because technology is increasing to the point where a business will need to be a cohesive experience for customers or they will go...
What a difference a few years make in social media. When Social Media Today launched in 2007, we did so with the considerable backing and support of SAP , which continues to this day. One of our core partnership endeavors has been to report on the state of social business in customer service, a...
This talks about the impact that social media can have on even the largest of businesses. With social media having such a pull in today's world, complaining customers and dissatisfied customers can have a large impact on the bottom line of business.
If your brand is talking to your customers on social media, how do you know if you are living up to their expectations? How do you know you’re truly providing value to your customers? True social media engagement is all about identifying your customers' needs, and being able to engage and reply in real-time to their issues and complaints. If not, customers will easily flock to your competitors.
Most travelers rely on their smartphones and tablets to get all information right at their fingertips. The travel industry must equally adapt to the behavior of their customers by providing an app than can enhance their customer service experience.