Recent Posts

Why Build an Online Community?

4Roads
While Social Media does have its place when building your community, there are other areas you need to focus on in order to connect on a deeper, more meaningful level. This article will show you where your attention needs to be drawn to and why it’s crucial to your on-going success.
Why Build an Online Community?

Why Is Good Customer Service So Difficult?

mfauscette
Customer experience is an overused and over discussed topic maybe, but the customer has experiences with your brand at every interaction. The question is whether the experience is positive, neutral or negative.
Why Is Good Customer Service So Difficult?

Dreamforce 2014: Your Product Is Only as Good as Your Service

aberkson
There is a shift happening in the customer service community. Words like service, support and even call center are being replaced by new phrases like customer engagement and customer experience. The refrain recently has been “customer service is a marketing opportunity.”
Dreamforce 2014: Your Product Is Only as Good as Your Service

Are Your Social Media Platforms Engaging Customers?

aliciavcci
Social media has evolved by leaps and bounds over the last few years. Today it has become a profiting marketing channel. Social media has also changed the dynamics of call center services.
Are Your Social Media Platforms Engaging Customers?

3 Customer Service Trends to Watch at Dreamforce

aberkson
It’s that time of year when masses of CRM vendors and professionals descend on San Francisco for Salesforce’s annual user conference, Dreamforce. It’s a good time to take stock of the CRM industry as a whole and consider where we’ve been, where we are and — most important — where we’re going.
3 Customer Service Trends to Watch at Dreamforce

Think Call to Reward, NOT Call to Action

AnnaFarmery
All brands want attention. All brands want awareness. And many brands do a lot of work to gain these, and then they stop. Fans, followers, email lists are the customer giving you permission to talk to them.
Think Call to Reward, NOT Call to Action

What Customers Expect on Social Media: Are You Doing It?

Kayla Minguez
Although many customer service hotlines operate during set hours, the same isn't true of social media. Consider how you may be communicating with customers who are in different time zones. If one often posts something when your business is closed and friends from other parts of the world share it, those exchanges could quickly spread across the Internet, causing people to either see your company in a good or bad light.
What Customers Expect on Social Media: Are You Doing It?

Real-Time Marketing for the Glory, Real Engagement for the Win

Brit at Sprout Social
When companies engage and respond to customer inquiries over social media, those customers end up spending 20% to 40% more with the company. So if the ROI of social media is such a concern for brands, why aren’t they investing more into conversations with customers rather than real-time marketing stunts?
Real-Time Marketing for the Glory, Real Engagement for the Win

The Dirty Job of Growing a Business

DebraEllis
Contrary to popular belief, successfully growing a business requires more than social media updates and delegation. All employees must be willing to go the extra step required for positive customer experiences, but the motivation has to come from the top. Leadership by example is mandatory.
The Dirty Job of Growing a Business

How to Please Customers With Social Media Customer Care

aliciavcci
Social media has become the world’s largest gathering place. It is where all the customers spend time, so it is quintessential that there is a social media customer care mechanism in place.
How to Please Customers With Social Media Customer Care