About Social Media Today
customer service
Social Media Manager as Multi-Tasker: 3 Roles
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
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
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
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
Building a strong and valuable relationship with your customer base is more important than ever. According to thesocialskinny.com, 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
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
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?
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
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
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
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?)
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
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!
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?
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]
Blog Ideas for Small Business
Finding blog ideas to write about is one of the most common challenges bloggers face. So if you’re struggling with blog ideas, you’re not alone. Here’s a few easy ways to generate clickworthy content on your blog.[read more]
Brand Loyalty: The Evolving Nature of Brand Alignment
Image: Rafal Olechowski /Shutterstock
The brand is everything in today’s digital world; and brand loyalty is a recurring business. Customers have begun to feel the brand need and are demanding greater interaction with it. But what does brand loyalty mean for businesses today? Quite a lot, actually.[read more]
The Future of Social Media and Business
The future of social media is evolving and consumers have increasingly turned first and foremost to digital media, both at home and on the go. And as a result they’ve come to expect a response from businesses at all times and from everywhere. But what does this mean for businesses going forward? Quite a lot, actually.[read more]
Customer Service: The Second Pillar of Social Media
Making everything as easy as possible is replacing the over-the-top exceptional experience that drove sales and loyalty a few years ago. Our digital world robs people of time, making a quick and easy shopping experience a luxury[read more]
How To Use Twitter For Business
Image: Stokkete /Shutterstock
Tweeting alone won’t magically generate customers. You also need a deep understanding of your audience, a social media strategy, and a way to measure results in order to achieve Twitter success. Most importantly, you need to know why and how you will use Twitter before you get involved.[read more]
“I have always liked Google+. It serves a different purpose than any other social network and in its inability to become the type of social network that Facebook is, it has become a place for complete strangers to interact and share. This is something that I really enjoy about it myself. They are definitely putting some weight into it though to help it succeed as you point out.”
“I have a question. Can Big Data be utilized for Brick and Mortar or Click and Mortar organizations too? Or is Big Data mainly only usable for online retailers? Just curious/feedback would be awesome. Thanks!”