Recent Posts

Word-of-Mouth: It's About More Than Your Customers

SueCockburn
In business (and personally), we often make an unconscious split-second decision/judgment when we speak to someone in person, over the phone or in an email. That decision and how we behave in any situation can have a profound impact for good or bad on our business. This isn't just about customers; it's about everyone who has any kind of an encounter with our business or our staff.
Word-of-Mouth: It's About More Than Your Customers

Customer Service Is the New Marketing: Turning Satisfaction Into Sales

PaulDunay
This week we hosted another Social Media Today webinar as part of the Best Thinker webinar series: "Customer Service Is the New Marketing: Turning Satisfaction Into Sales."
Customer Service Is the New Marketing: Turning Satisfaction Into Sales

How Social Media Impacts Customer Service

thuff007
There are so many moving parts to a strong customer service strategy, it’s easy overlook the benefits of social media. But do so at your own peril. In today’s world, a presence on social media is as important as having a toll-free phone number. Here are just a few of the reasons why.
How Social Media Impacts Customer Service

The Power of First Impressions and Branding

SueCockburn
To be effective, the image we are branding our business with needs to reflect our business positively and accurately. It needs to begin with the first impression and carry on from there. There’s no point in selling our business as one that cares if the products or services we deliver, and the way we deliver them, leave our customers disappointed.
The Power of First Impressions and Branding

How Omni-Channel Marketing Shapes the New Buyer's Journey

danielnewmanUV
With the rapid growth of digital consumption and what seems like daily proliferation of social media channels, marketers are faced with more choices than ever when considering how they want to reach the consumer. From their cell phone to the desktop to an in store visit, we are entering an omni-channel world, where consumers seek an omni-channel experience.
How Omni-Channel Marketing Shapes the New Buyer's Journey

5 Signs You're Heading for a Social Media Disaster

ehorodnyk
Anyone on a social network can be an influencer and have the potential to cause a viral backlash, especially when it relates to a blunder in a company’s post. So, how do you know if your business is on the right track or just “doing it wrong”? If your company is carrying out one or more of the following tactics, you might want to reassess your strategy or start preparing for a social media fallout.
5 Signs You're Heading for a Social Media Disaster

How Social Customer Service Can Prevent Another Comcast Call Heard Round the World

Robin Carey
If Comcast had a social customer service strategy in place, the exhausting Block conversation gone viral could have been avoided. Social Media Today’s fourth edition of "The Social Customer Engagement Index 2014: Results, Analysis, and Perspectives" proves it. Adobe’s SVP of marketing is quoted in the index, “We have a matter of 300 milliseconds to turn our actions into great experiences that help us build new customer relationships and extend existing ones. With less time to make a connection and convert it into a meaningful relationship, companies have to act quickly—and react even quicker, which means taking a hard look at their current capabilities to make fast moves. This includes how quickly they can respond to customers when they need help.”
How Social Customer Service Can Prevent Another Comcast Call Heard Round the World

How Saying "No" Can Strengthen Your Client Relationship

arhefter
In order to keep your customers paying you on time you need to proactively maintain your relationship with them. And you need to be able to say “no” in the right situation.
How Saying "No" Can Strengthen Your Client Relationship

Surging into Q3: How to Make It Better Than Q2

JonathanFarrington
I think most frontline sales professionals believe that they are providing their existing clients with excellent service – but then they are only usually viewing the relationship one dimensionally from where they are standing. The brutal reality is that customers and clients are rarely asked.
Surging into Q3: How to Make It Better Than Q2

Why All-in-One Social Media Management Systems Don't Cut It for Social Customer Service

joshuamarch
All-in-one Social Media Management systems claim to help companies do everything social a company needs. But are they delivering what’s needed for effective, large-scale customer service? Forrester surveyed 150+ large contact center execs, and the results show significantly higher levels of performance for dedicated social care platforms.
Why All-in-One Social Media Management Systems Don't Cut It for Social Customer Service