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.
Facebook wants to connect its users with brands and ads, even at a hyper-local level. Facebook will utilize its mobile users, which now number 727 million of the social media giant's 1.55 billion users, to connect to brands when they are near that brand's stores.
This week's FOCS podcast hosts CEO of Scotty's Brewhouse , Scott Wise, who, believe it or not, responds to every single tweet his company receives. He says this approach to listening makes the difference when it comes to the competition. Listen to more of his insights here.
Regardless of what your business model looks like, customers are obviously essential. They are the ones who pay your bills, cover your expenses and help you to maintain a profitable business. This is all true, but what if I were to ask you why your repeat customers come back to you, especially when you are offering an identical service or product to your competitors?
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”).