Ten years ago, social media was reserved for college students tucked away in their dorm rooms. Today though, nearly 80% of internet users are consistently active on social media networks. Not only is social media a powerful tool to connect with friends and family, it can also transform your small business into a medium one… Read more »
When fully maximized as a tool for business growth and development, social media can be an incredibly powerful customer service tool. It gives you a direct connection to your customers and target market that just isn’t possible in any other way. Is your business utilizing social media in the best ways possible? 4 tips for… Read more »
Social media sites are some of the most-used in the world, with Twitter sitting firmly in the top five. According to Twitter, there are 288 million active Twitter users, and more than 500 million tweets are sent every day. Is your business using this popular communication channel to support your customers? Here are 4 ways… Read more »
There’s no denying that social media is now connected to nearly every aspect of our daily lives. Facebook, Twitter, Pinterest and Tumblr have become the defacto methods we use to keep up with everything that matters most to us. And customer service is no exception to the social media explosion. Today’s customer now flocks to… Read more »
There’s no doubt that Twitter is changing the landscape of customer service through social media. Did you know that over 1 million people view customer service related tweets every week? That’s a lot of people with potentially a lot of buying power. You won’t want to ignore this growing (and growing larger) audience and the… Read more »
What’s the first thing that comes to mind when you’re forced to use a company’s FAQ or self-service site before you can talk to an actual human being? Is it inconvenient, inaccurate, impersonal, annoying or maybe even complete waste of time? That could be because self-service options are often looked at by companies as a… Read more »
The Undeniable Authority of the Social Customer from Desk The dawn of the digital age, along with the explosive growth of social media, has forced the evolution of the buying cycle. With it has come the rise of a new customer—one that has been known to shake even the most respected of brands. Today we… Read more »
It doesn’t occur to many businesses that customer experience, like other business disciplines like marketing and branding, requires a strategy to keep it on track. Just like those other disciplines, it’s important to plan, train your staff, and measure results as much as possible. Let’s take a look at five steps to creating a killer… Read more »
If you’ve ever hit “reply all” when you meant to address a challenging issue one-on-one or let the wrong words slip out of your mouth, then you understand how big a crisis can feel, no matter if it’s business or personal. That’s why learning to bounce back from a social media crisis is as important… Read more »
The latest results from the American Customer Satisfaction Index reveals Amazon.com as the reining and undisputed champ in both Internet retailing and across the entire department in overall customer satisfaction. Amazon’s CEO, Jeff Bezos perhaps more than any business leader has taken the philosophy of truly caring for the customer and ushered it into the digital… Read more »
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