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Customer Service

How To Disappoint Customers on Social Media: A Cautionary Twitter Tale

March 22, 2014 by Xand Griffin

How to disappoint customers on social media.

We all have stories where engaging with a brand on social media has helped to turn a negative experience into a positive, memorable event – a story we tell with pride to others. But success for these brands depends on much more than simply setting up their Twitter handle and inviting people to ‘tweet us.’[read more]


Using Selfies in Social Media Marketing

March 21, 2014 by Andrew Hutchinson

Selfies in social media marketing.

There are already a raft of examples of brands building campaigns around selfies, some successfully, others not so much. As with any trend, businesses will seek to access to that ready-made audience, but it also takes a level of comprehension on how best to do so.[read more]


The Social Government vs. The Social Citizen

March 21, 2014 by Paul Dunay

Social government webinar.

Last week I moderated another great webinar from the Social Media Today Best Thinker webinar series, this time on the topic of The Social Government vs. The Social Citizen. The webinar included a really diverse group of speakers each with a unique perspective on the social government.[read more]


Positive Negativity: What to Do When People Say Bad Things About You Online

March 20, 2014 by Randy Milanovic

Negative review.

No company has a perfect track record on every count, and buyers will be largely forgiving if you regularly provide great products or service and are quick to resolve the problem when you haven't. Develop a reputation as a company that can be trusted, and legitimate negative reviews shouldn't be much of a threat to your business.[read more]

How Most Companies Fail at Social Customer Service

March 20, 2014 by Sofie De Beule

Failing at customer service.

Recent studies by Sentiment indicated that 75% of customers want a brand’s customer service response time to be the same on weekends than on weekdays. However, many companies simply aren’t providing social customer service over the weekend and still implement a 9-to-5 mind-set.[read more]


#SMTPowerTalk Recap: How Marketing Became Personal [VIDEO]

March 19, 2014 by David Amerland

Social Media Today PowerTalk recap.

Educating clients, even screening them before taking them on; showing customers what they need to do in order to help the marketers they have hired; teaching customers about their own business: these are all signs of a disruption taking place in marketing. SMT Power Talk guests Randy Milanovic and Mike Allton illuminated that for us last week.[read more]

Big Opportunity for Social Media Campaigns with Emotional Appeal

March 18, 2014 by Eric Melin

Social campaigns with emotional appeal.

Provoking the consumer’s emotions can trigger subconscious reactions that override their more logical and pragmatic responses and help to create affinity with a brand. Now, thanks to a new study from the University of California, Yale, and Facebook, we know that emotional responses can be contagious across social networks.[read more]


Best Thinker Webinars: Trust Is the New Currency

March 17, 2014 by Paul Dunay


Last week I moderated another great webinar from the SocialMediaToday Best Thinker webinar series, this time on the topic of Trust is the New Currency: Innovative Models for Business Transactions. The webinar included a fantastic group of panelists, including Francesca Pick, David Amerland, and Chris Abraham.[read more]

What Hotel Guests Want in Mobile Features

March 16, 2014 by Frederic Gonzalo

Hotels and Mobile Features

The iPhone was launched in 2007, less than seven years ago, yet we tend to forget how life was ‘before’ the advent of smartphones. Social media has flipped the power from brands to travelers, with review sites now common and influential in the decision-making process.[read more]


3 Notes on Being More Human and Building Your Brand in Social Media

March 15, 2014 by Andrew Hutchinson

Be more human!

People want to connect with people. They don’t want constant brand spiels and blatent advertising. People want to know they’re important, that they’re being listened to. Businesses need to keep in mind that each of those profile images is representative of a person at the other end.[read more]

Influencers Are Everywhere

March 14, 2014 by Kristen Matthews

Influencers are everywhere.

Marketing and PR pros have incorporated some component of influencer marketing since the beginning of time. The word “influencer” has just been shoved down our throats lately so hey, let’s go with it. However, so many articles and strategies focus on influencers who reach far and have a digital presence.[read more]

People Are Mean: A Guide for Social Media and Community Managers

March 13, 2014 by Liz Gross

Some people are mean.

No one likes to be the target of insults and name calling. If you manage a company social media account, however, it’s part of the job. This article discusses how social media and community managers can rise above the negativity and provide excellent service to everyone we interact with—even the haters.[read more]


Offering Tech Support Via Social Media: Too Impersonal?

March 12, 2014 by David Goehst

tech support

Taking all mitigating factors into consideration, it seems that from a social perspective, the phone call method of customer service is sure to bring more value to the business. Then again, maybe you haven't tried tech support via Twitter in 2014.[read more]

It’s Not Your Social Media Strategy That Sucks, It's Your Business Strategy

March 12, 2014 by Ben Heyman

Your business strategy sucks.

Maybe it is time to rethink what your business stands for. You could tweak what you do on social media but you cannot truly rock it if your business goals and values are not aligned. The customer and customer experience has to come above all. It might be more costly both in time and resources.[read more]

A Lesson in Customer Service From Moz

March 10, 2014 by Avtar Ram Singh

Customer service from Moz.

The Moz website went down, yet there was no outcry from their fans and followers. Because what Moz did to handle the situation serves as a great lesson to the rest of us in the social media industry. If anything, I respect them a little more for how they handled the situation.[read more]

Amazon: Earth's Most Customer-Centric Company?

March 10, 2014 by maz iqbal

Does Amazon deserve the label of ‘Earth’s most customer-centric company’? Before I answer that question, allow me to tell you a little story about a well-known telecommunications company, one whose official strategy was to become customer-centric.[read more]


Three Ways to Generate Great Ideas for Brand Blog Content

March 9, 2014 by Andrew Hutchinson

One of the most intimidating aspects for businesses that have decided to start a blog is the blank page. It’s one of the major reasons people avoid it – ‘what the heck are we gonna write about?’ Blogging, like all writing, can be difficult, and everyone has days where they’ve got nothing.[read more]

Social Support Fails [CARTOON SERIES]

March 8, 2014 by Hanna Johnson

Social support fails.

Contrary to some perceptions, social support doesn't mean responding to customer service issues in 140 characters or less on Twitter. Rather, it means using social technologies to meet your customers wherever they're experienceing friction with your products and services online.[read more]


Best Thinker Webinars: The Next Wave of Social Management Integration

March 8, 2014 by Paul Dunay

Social management integration / shutterstock

This week I moderated another webinar from our Best Thinker webinar series - Too Many Platforms: The Next Wave of Social Management Integration. The webinar included a great group of panelists: Melinda Byerley of Vendorsi, Kat Mandelstein with PwC’s Advisory group, and Jason Eng at Sony Electronics Professional Solutions.[read more]

3 Ways Airlines Command Social Customer Service in 2014

March 6, 2014 by Sofie De Beule

Airlines and social customer service.

Customers nowadays only settle for quality service at a low cost. Therefore, airlines are constantly on the lookout for new and innovative ways to enhance overall customer experience. Social customer service really delivers on customer empowerment and connecting the brand to their customers.[read more]