Paul Schulze has a fascinating post and infographic up on the Fanpage Karma blog analyzing whether or not Facebook is still a useful tool for businesses, titled, alarmingly, "Attention! Facebook is losing its footing – user posts decreasing." The only thing is, according to the Fanpage Karma blog's analysis, Schulze's alarm might be perfectly justified.
Social media customer service is no longer a choice – it’s an essential piece of your customer experience strategy. The challenge lies in the fact that social media is like a living, breathing entity, with its constantly evolving algorithms and consumer-driven trends. Building a successful social media customer service plan involves a number of considerations, such as the ones we discuss below.
What are you customers like this year? They are super connected. 63% of women who own smartphones don’t go an hour without checking it. And the percentage is higher for men at 73%. Millennials are even more connected with 75% checking their phones at least every hour. 50% of people check their phones right before they go to sleep and also when they wake up.
Traditional marketing is on its way out. Over the years, we have been marketed and sold to death and we’ve actually learned to avoid ads. The more empowered consumer walks, reads, listens and looks right past them – they just aren’t listening. Consumers now have total freedom choose how they...
Jordan Pierson is the Chief Marketing Officer at Wink Frozen Desserts, talks with Dan Gingiss and Dan Moriarty about the company's dedication to its niche customers in this week's episode of the Focus on Customer Service Podcast.
The folks at Square Cow Moovers clearly have a sense of humor (note the two o’s in their name), but they know that providing outstanding customer service is no laughing matter. A residential and commercial moving company based in Austin, Texas, Square Cow Moovers boasts a coveted 5-star rating on Yelp, and asks its customers to rate every move on a scale of 1 (“cow patty”) to 5 (“cow bell”).
Social has brought us marketers a lot of good: it has greatly increased reach and provided a megaphone where there was only a tin can with a string attached to it--you hoped someone was on the other end. But with social has come challenges, including accommodating the always-on mentality of the digital space.
Chad Mitchell is Senior Director of Digital Communications at Walmart. Chad spent his early career in politics in the Washington D.C. area. He transferred his communication and strategic thinking skills to serve the largest company in the world. With over 11,000 stores located in 28 countries across the globe there are plenty of stories to tell on their blog, which is newly titled Walmart Today.
We are pleased to announce the availability of the 2015 Social Customer Service Index Report. You can download it for free (registration required) by using this link . This marks the fifth year of the report, with 942 respondents participating in the survey. In addition to this year’s survey results, as in the past we’ve included case studies to add color/insight to the numbers. This year we’re excited to have executives from Intercontinental Hotels Group, Starwood Hotels and Resorts and UPS share their experiences integrating social tools and strategies into their customer service processes.
To celebrate our 10 th episode of the Focus on Customer Service podcast – a milestone we weren’t sure we’d ever reach – we thought we’d take a walk down memory lane and look at what we’ve learned so far. So Dan Moriarty and I recorded a special “recap” episode with just the two of us to summarize what you may have missed in episodes 1-9.