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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]

How to Beat Your Enemies

December 1, 2013 by Kristin Zhivago

Beating Your Enemies

In your business life, you encounter several types of enemies. There are competitors fighting for the same customers. There are bosses. There are employees. There are bureaucrats who take actions that could put you out of business. And yes, there are even customers.[read more]

IBM Social Business Bets on Key Application and Technologies

October 25, 2013 by Richard Snow

Types of interaction

IBM joins up the two sides of the equation – a smarter workforce and superior customer experiences – with its platform for social business. Companies can access it through the IBM SmartCloud, a private cloud, on-premises or using a hybrid model.[read more]

Overlooked Tools for Gathering Customer Feedback

October 21, 2013 by Jeannie Walters

Explore customer roadblocks (bfishadow/Creative Commons)

“Your call is important to us.” The recorded robot voice doesn’t make us feel very important, does it? Is there anything more frustrating than not being heard? And yet so many organizations don’t take the time to really listen to customer feedback. Are you doing the best job you can?[read more]

Verint Utilizes Voice and Feedback to Advance Employees and Customer Satisfaction

October 3, 2013 by Richard Snow

top 5 customer service challenges

Verint has been steadily addressing integration and user interface issues by taking an information-driven approach and adding extensive analytics capabilities to the overall portfolio. During recent briefings I learned that Verint is coming out with two new releases.[read more]


Social Media Manager as Multi-Tasker: 3 Roles

March 5, 2013 by Taylor Chatfield Martin

In the constant, ever-changing world of social media management there are three main roles required of successful social media multi-taskers: customer service reps, content creators and brand experts (all at once). Here's a rundown of what those roles entail.[read more]

Price Always Trumps Brand, But It Shouldn't Matter To Marketers

February 25, 2013 by Steve Olenski

Consumers are people, people. Get it? In general they want the best deal, period. Now juxtapose that thinking over a failing or still-recovering economy, depending on who you speak to, and price just becomes all that more important in the pecking order.[read more]


Customer Service on Facebook: 4 Tips to Make It Great

February 14, 2013 by Liam 'Lewy' Shepherd

We've had enough experience with social media now to realise how effective it is as a customer service tool. Find out how you can make the most of this opportunity bestowed upon you, to both prepare and act upon the customer engagements you encounter on your Facebook Page.[read more]

Using Social Media for Customer Service

February 13, 2013 by Wayne Baumgartner

Many entrepreneurs and personal brand individuals utilize their already-established personal network to market themselves to a wide audience, forgoing the use of a business page. But you should consider how much more effective a business page would be for your social marketing strategy.[read more]


Grow Your Business and Reach New Customers with Social CRM

January 24, 2013 by Steven Macdonald

Building a strong and valuable relationship with your customer base is more important than ever. According to, 36% of social media users post brand-related content and 50% of people follow brands in social media.[read more]


Webinar Replay: Heard it From the GripeVine: How Customer Complaints Are Hurting Your Business

August 14, 2012 by Cliff Figallo

Consumers have more ways than ever to complain about a service or product. The bad news for companies seeking to protect and promote their brand is that the gripes are taking place in the full public eye via social media.Chances are unlikely that someone’s Tweet about receiving a broken widget will go viral like the “United Breaks...[read more]


4 Tips Before Moving Your Customer Service Approach to Social Media

July 13, 2012 by Courtney Kettmann

Using social media in conjunction with customer support is continuing to gain momentum and has become mainstream for many businesses. Don't be left in the dust! These 4 tips will help you understand why it works and how it might be successful for you![read more]


Are you a 500+ on LinkedIn? Should you be?

July 12, 2012 by Carole Mahoney

Why might it be detrimental to be a 500+ on LinkedIn? Are you a regular with your connections, or just another guy trying to get their attention?[read more]

5 reasons why chat beats voice and email and the one reason it might not

July 11, 2012 by Al Rose

The following blog post touches on five reasons why providing chat support to your customers surpasses voice and email as support channels and one reason it might not.[read more]

Why Twitter Still Rules Customer Service

June 20, 2012 by Tammy Kahn Fennell

A few months ago I wrote “Tweet now, Phone Later” about how Twitter customer support is often far superior to phone support. But, old habits die hard, so when I needed to get in touch with someone about my new Verizon phone order, I found myself on endless hold listening to recordings of the latest offers, and even eventually being sent to a “this number is no longer in service.”[read more]


Five Mistakes to Avoid When Engaging with Customers on Social Media

June 11, 2012 by Hansen Lieu

Social media poses a quandary for many organizations: It’s a new channel for customer engagement, but acting like a newbie could be devastating to your reputation. Advice is rampant for what to do and not do on social media. Based on my personal experience at SAP as well as learning from early adopters, here are five mistakes you should avoid when you choose to engage with your customers and fans on social media:[read more]


What is Branding (and How Does Your Business Do It?)

May 16, 2012 by Alex Hisaka

What is branding? And what can we learn from how customers interact with brands today? Most marketers have never thought of digital as a space to build a brand. But branding is everything in today’s digital world; and digital branding experiences is a recurring business. Here are five ways to create effective branding for your business.[read more]


The Evolution of the Social Contact Center

May 11, 2012 by Keith Fiveson

The advent, rise and popularity of the social web has morphed contact centers into powerful action hubs. Today, the contact center has evolved in role and significance to cater to the rising demands of a socially aware consumer group.[read more]

Stop MANAGING your customers and start ENGAGING them!

May 10, 2012 by Ivar Kroghrud

Companies are struggling with how to approach their customers in social media. The available technology is often narrowly focused and companies are intimidated by the fact that they need to stitch several technologies together in order to bridge the gap between traditional CRM and the tsunami of feedback data available in social media.[read more]

Enterprise Feedback Management – why should you care?

May 9, 2012 by Ivar Kroghrud

I call feedback gathered in these moments of truth "event-driven feedback," and with event-driven feedback, you need to act fast. An ability to manage the flow of data and empowering the right individuals (or systems) within your organisation to act is crucial and very powerful. If done properly, the effect can be staggering.[read more]