- Content Marketing
Your Customers Aren’t Listening! How to Create Consumer Dialogue that Converts4 Tools for Nonprofit Social Listening and Reputation ManagementThe Promising Role of Social Listening in Treating Health IssuesThe Importance of Social Listening for Brands
- Public Relations
Facebook Testing a Way for Users to Buy Products on the Platform7 Website Tips to Attract More Shoppers to Your PagesHow eCommerce, Augmented and Virtual Reality Will Redefine the Retail ExperienceSearch Query Analysis to Increase eCommerce Website Conversions
Technology & Data
Social Startups: Bizible Connects All the Dots from Marketing Contributions to RevenueCreating the Perfect Profile for Your Social Media Marketing EffortUsing GPS and Localization for Social AnalyticsAnalytics and Prospect Intel: Discovering Your Ideal Prospect
- Big Data
- Tech & Innovation
3 Security Risks You’re Taking Every Day While Using Social MediaShould the President Have the Power to "Pull the Plug" on the Internet?How Safe is Your WordPress Website From Hackers and Other Malicious Attacks?
- Software & Tools
Join us September 15th in Atlanta for The Employee Advocacy Summit and learn how to unleash the power of your employees.
Post your event here and we'll share it with our community. If one of our members is featured, we'll promote as well on their profile.
- Marketplace & Webinars
The SMT Marketplace
Your resource for exclusive content and insights from Social Media Today, and opportunities to reach our community of professionals.
The Social Business Book Club brings you books, discussions, and insights from today's to business thought leaders.
Join interactive talks and and panel discussions with leading thinkers and practitioners on social media and networked business, or browse the catalogue of recorded sessions - all completely free.
Reach Social Media Today's community of marketing and communications professionals in an editor-approved context with a native advertising package.
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.
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."
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.
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.
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.
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.
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.”
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.
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.
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.