Recent Posts

5 Ways Social Media Has Completely Transformed the Telecom Industry

Sofie De Beule
Telecom companies operate in an extremely competitive industry where it’s a constant bidding war over who offers the best coverage for the best price. Providing a service that is widely used by consumers requires direct, real-time access to customers in order to stay one step ahead of competition. How has social media changed the telecom industry?
5 Ways Social Media Has Completely Transformed the Telecom Industry

17 Statistics That Show Social Media is the Future of Customer Service

Schneider_Says
Millions of people are taking service issues to social media channels as their preferred communication route. These questions and complaints are public, and the only real question for businesses is how - not if - they will respond. Listening is no longer an end, but rather a means to evaluating where you need to engage.
17 Statistics That Show Social Media is the Future of Customer Service

3 Trends in Customer Service From CRM Evolution

aberkson
I’m excited to be heading down to Atlanta for Social Media Today’s The Social Shakeup this week where I'll be moderating a panel on Overhauling the Customer Relationship in Automotive. Coming off last month’s CRM Evolution there are some trends emerging in how brands communicate with their customers and their ecosystem as a whole and I'm eager to see what some of the leading social and digital thinkers have to say.
3 Trends in Customer Service From CRM Evolution

Hanging Out Where Our Customers Hang Out

DaveBrock
I recently saw an infographic from the Brighton School Of Business: “Do You have What It Takes To Become A CEO?” They wanted to assess the social media activity of the Fortune 500 CEO’s.
Hanging Out Where Our Customers Hang Out

5 Steps to Managing Complaints on Social Media

ShepHyken
Social media is a customer service tool that has great potential beyond what most companies are currently using. Outlets such as Facebook and Twitter offer the opportunity for companies to enhance the customer service experience by posting value-added content. Often, however, their only involvement is to monitor what customers are saying about them on social media.
5 Steps to Managing Complaints on Social Media

Social Media Customer Service Leads to Positive Experiences

ShepHyken
I recently had the privilege of working with an amazing, customer-focused operation. Hy-Vee, a Midwest grocery store chain, impressed me, as I’m sure they impress their customers, with their amazing service delivered by dedicated employees.
Social Media Customer Service Leads to Positive Experiences

3 Customer Service No-No's When a Customer Wants to Pull the Plug

aspilialleli
Calling in for canceling a subscription nowadays has become so much harder for some customers, with some taking it to social media to air their grievances.
3 Customer Service No-No's When a Customer Wants to Pull the Plug

Creating Optimal Customer Experience on Social

ValeriaKholostenko
Through my extensive work with luxury, fashion and entertainment clients over the years it occurred to me that a number of companies are reluctant to talk to their fans through the means that a social channel provides. Use social media to serve, not just to sell.
Creating Optimal Customer Experience on Social

SMT Shorts: Linda Descano of Citi

carianneking
Welcome to a recap of this week's SMT Shorts, a series that addresses your social media and marketing questions with concise, expert answers. This week, we were fortunate to have Linda Descano, managing director and head of content and social at Citi, here to talk about social customer service, advertising versus content marketing, and how to build a brand voice.
SMT Shorts: Linda Descano of Citi

3 Ways Social Media Creates Amazing Customer Experiences

danielnewmanUV
With well over a billion people using social media everyday, and a growing trend toward people engaging with their favorite (and not so favorite) brands online, why wouldn’t you want to be available for customers to connect with you?
3 Ways Social Media Creates Amazing Customer Experiences