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customer service

June 24, 2015
Joe Stupp was the restaurant manager at the very first Chipotle restaurant. Now he's the Head of Social Media. The burrito brand with an unconventional style is making their customers hungry for more on social media.
June 22, 2015
According to JD Power and Associates, 67% of consumers have used a company’s social media page for customer support. Social allows customers to access support from your company conveniently without leaving the network, whether the network is Facebook, Twitter, LinkedIn, or Google+. This creates a ‘right next door’ feel; it also creates an entire arena of customer service that feeds off of quality relationships .
June 18, 2015
According to SmallBizTrends , 7 out of 10 consumers prefer giving their business to a business with a social media presence. Social media is a popular form of communication, and a valid method of retrieving information about a business for most customers. So it’s in our best interest, as small business owners, to really learn the ropes of social media communication.
keep customers happy
June 17, 2015
JetBlue's mission statement is to "inspire humanity." How does that translate into customer service?
jet blue customer service
June 16, 2015
The air conditioning was icy, but the atmosphere in the conference room was warm and congenial as Dan Gingiss delivered his excellent presentation on “How Social Media Impacts Customer Experience (and Vice Versa!)” at the Social Shake-Up on June 10, in Atlanta. As Head of Digital Customer Experience and Social Care at Discover, Dan was uniquely qualified to speak about how social and customer care can come together seamlessly to provide concrete value for brands and consumers alike.
June 15, 2015
According to a recent survey, social media active brands are developing a very bad reputation for their non-existent customer service. But what is the state of social media customer service experience exactly?
June 10, 2015
How to use your online brand community to encourage peer-to-peer customer service.
Brand enthusiasts and customer service agents
June 10, 2015
As part of her Social Shake-Up presentation today, Social Media Today CEO Robin Carey will announce the launch of a new podcast, “Focus on Customer Service.” The podcast will be hosted by me and Dan Moriarty, and will feature brands which are offering amazing customer service via social media. It will appear regularly on Social Media Today.
FOCS logo
June 05, 2015
It can be tough to respond to customer complaints. That’s as true for the 16-year-old movie theater employee who has to explain that the popcorn machine is broken (I’ve been there) as it is for the social media manager who’s fielding reports from customers thousands of miles away. In the moment you...
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.