Recent Posts

Customer Service Is the New Marketing: Measuring and Turning Satisfaction into ROI

ajagabel
This year at The Social Shake-Up, SAP gathered an all-star panel of customer service minds, including Shep Hyken, Dan Gingiss of Discover, and Natanya Anderson of Whole Foods, to discuss how customer service is indeed at the heart of today's digital marketing.
Customer Service Is the New Marketing: Measuring and Turning Satisfaction into ROI

How Much Time Will Our CRM System Take From Me?

DaveBrock
Many salespeople and managers haven’t figured out how to incorporate CRM tools into their work flow. They think of using CRM as another task piled onto already packed, often unrealistic agendas.
How Much Time Will Our CRM System Take From Me?

Quick Way to Improve Customer Experience

AnnaFarmery
There is huge profit just waiting for anyone who can de-stress the purchase process. There is also a huge amount of customer loyalty just waiting for brands.
Quick Way to Improve Customer Experience

10 Customer Service Tips for Businesses Leveraging Social Media

harshajmera
Customer service has rapidly progressed on social media. Gone are those days when your customers would write a letter or pick up the phone.
10 Customer Service Tips for Businesses Leveraging Social Media

5 Ways Social Media Has Completely Transformed the Telecom Industry

Sofie De Beule
Telecom companies operate in an extremely competitive industry where it’s a constant bidding war over who offers the best coverage for the best price. Providing a service that is widely used by consumers requires direct, real-time access to customers in order to stay one step ahead of competition. How has social media changed the telecom industry?
5 Ways Social Media Has Completely Transformed the Telecom Industry

17 Statistics That Show Social Media is the Future of Customer Service

Schneider_Says
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.
17 Statistics That Show Social Media is the Future of Customer Service

3 Trends in Customer Service From CRM Evolution

aberkson
I’m excited to be heading down to Atlanta for Social Media Today’s The Social Shakeup this week where I'll be moderating a panel on Overhauling the Customer Relationship in Automotive. Coming off last month’s CRM Evolution there are some trends emerging in how brands communicate with their customers and their ecosystem as a whole and I'm eager to see what some of the leading social and digital thinkers have to say.
3 Trends in Customer Service From CRM Evolution

Hanging Out Where Our Customers Hang Out

DaveBrock
I recently saw an infographic from the Brighton School Of Business: “Do You have What It Takes To Become A CEO?” They wanted to assess the social media activity of the Fortune 500 CEO’s.
Hanging Out Where Our Customers Hang Out

5 Steps to Managing Complaints on Social Media

ShepHyken
Social media is a customer service tool that has great potential beyond what most companies are currently using. Outlets such as Facebook and Twitter offer the opportunity for companies to enhance the customer service experience by posting value-added content. Often, however, their only involvement is to monitor what customers are saying about them on social media.
5 Steps to Managing Complaints on Social Media

Social Media Customer Service Leads to Positive Experiences

ShepHyken
I recently had the privilege of working with an amazing, customer-focused operation. Hy-Vee, a Midwest grocery store chain, impressed me, as I’m sure they impress their customers, with their amazing service delivered by dedicated employees.
Social Media Customer Service Leads to Positive Experiences