You can’t expect to scale your business if your employees exist in separate silos and aren’t connected across the entire organization. Join our next #SMTlive webinar to learn from our expert panel. 

customer service

May 23, 2015
Customers need to experience prompt and dedicated attention at every major customer touch point. If they don't, you risk turning healthy customer retention rates into customer turnover turmoil, and ultimately reducing the lifetime value of your customer base. For anyone who doesn’t like the sound of that (and we certainly don’t), it’s important that you are effectively measuring the customer service performance metrics that roll up into the customer value equation.
May 21, 2015
This week I moderated another Social Media Today webinar as part of their Best Thinker webinar series, this time on the topic of Your Customer Experience Never Sleeps: Creating a 24/7 Partnership . This webinar was sponsored by LiveWorld and featured Chad Mitchell, Senior Director of Digital Communications at Walmart, Michael Rose, Senior Director of Global Corporate Communications at Polycom , and Bruce Dembecki, Vice President of Moderation Services at LiveWorld . We discussed best practices for acting and reacting in a way that enhances continuous customer engagement.
May 06, 2015
In the fifth annual Social Customer Service Index, authored by myself, brought to you by Social Media Today, and made possible by SAP and EY, the results are clear: companies integrating support staff report significant benefits compared to those separating social customer care teams from traditional support. Integrating at the process level yields even greater results. Check out the infographic below for the full story.
April 20, 2015
This week I moderated another Social Media Today webinar as part of their Best Thinker webinar series, this time on the topic of: Social Customer Service is the New Heart of Marketing. This webinar was sponsored by Lithium and featured panelists from Lithium, Forrester Research and AMC Theatres. We discussed why social media is becoming the primary channel for customer care.
April 20, 2015
Did you know that 25% of consumers who complain to brands on Facebook or Twitter expect a response within an hour, according to HubSpot? This seems a bit unrealistic, right? Shockingly enough, it might not be. You’ll likely lose respect and loyalty from a client if their questions and complaints aren’t dealt with in a short window of time.
Social media customer service image of a woman checking her social feeds on her phone
April 18, 2015
A few well known brands are renowned on the basis of how their customers experience these brands. Year after year, the situation remains the same: the same brands stand out in terms of the customer experience, and of the rest most of them are doing ok (not great) and haven’t improved much from the previous year. So what’s missing?
customer experience
April 18, 2015
Want your business to succeed? You need to have a primary focus. That’s your target audience. It is extremely important to focus on the customers, as they are the center of your business universe. You need to ensure that in addition to offering the best products and services, the customer service that your business offers is performed perfectly as well. And it’s not difficult to do that anymore.
social customer service
April 08, 2015
In many ways, social media is just another channel. Most of the marketing techniques they teach in business school are just as applicable to social media as they are to direct mail. And if you’ve worked in or managed a call center, translating those skills to social is relatively straightforward. But here’s the big difference: Whereas traditional marketing and call centers have focused on 1-to-1 experiences and, in the case of mass marketing, 1-to-many, social media introduces the phenomenon of many-to-many experiences.
April 01, 2015
How can you manage conversations with your customers if 24/7, round-the-clock support isn't feasible? How can you still manage to exceed the expectations of your customers? Take a look at these 5 great alternatives to make sure you can still deliver smooth customer interactions over the weekend, during and outside peak hours, and those make or break crisis moments.
24/7 customer service
March 29, 2015
“Customer service is the new marketing.” I’ve probably tweeted that a dozen times, and I think about it almost every day. But social media conferences – and the practitioners who attend them – have continued to be divided into two tribes as if they were playing Survivor : the Marketing tribe and the Customer Service tribe.

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