customer service social media

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Consumers are heading to Twitter with customer service issues, and when they do, 32% expect a response within 30 minutes. What are the risks of not being there to respond, and how can a brand set-up an effective response strategy on the micro-blogging channel?[read more]

Facebook business pages

Facebook allows businesses to build a community with the potential of turning a proportion of those community members into customers. Here is a basic yet comprehensive guide for business owners who have not yet gotten started with Facebook.[read more]

Social data: bright idea

Brands are increasingly using social media monitoring for Customer Service, and this is radically changing the industry. Monitoring was once heavily research-focused and data-heavy, but is evolving towards combining social media listening with customer engagement and social CRM.[read more]

The whole point of social media is to encourage interaction and communication. If used effectively, it can be a great promotional tool to increase brand awareness and showcase your business, but users have become used to getting answers and feedback within hours of posting.[read more]

RWD is an amazing way to design your website that makes it possible for visitors to access your content anywhere, anytime, from virtually any device. Many web designers agree that this is the best method to ensure your website is best suited to the mobile customer.[read more]

Hashtags are no longer just for Twitter; they’ve made it into our vernacular and expanded to other platforms including Instagram and Google+. Brands are now leveraging the once lowly hashtag as a strategic tool to unify campaigns and connect with customers.[read more]

The days of just setting up a Facebook fan page, Twitter account, or Google+ business page without engaging with your consumers are coming to an end. Consumers want more. Think about it: you’re human and so are your consumers. Do yourself a favor and throw away the business speak.[read more]

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What business wouldn't love to have more returning customers? In tough times, customer loyalty helps the best companies stay ahead: a 5% lift in customer retention can boost profits by at least 25%. Use these three proven ideas to ramp up your retention rates and revenue.[read more]

While overt calls to action such as “Like this!” and “RT if you agree” may still be appropriate for some brands, today’s social media-savvy consumer is now looking for something more than an instruction on how they should interact with a status update or image.[read more]

It might sound crazy, but an awful lot of businesses get on the social bandwagon simply because their competitors are doing it or because they think they should, with little or no regard at all to what they want to achieve from it, let alone anything resembling a clear strategy.[read more]

When it comes to social, one of the biggest mistakes any business can make is to blithely go about setting up various social media pages and then ignore them. Facebook Fail will inevitably happen if you don’t monitor your wall regularly. Find out how to make sure that doesn't happen to you.[read more]

One would think, in 2013, anyone who does social media professionally has this whole social web figured out. Particularly when one works for a big brand that has hundreds of thousands of customers who know how to use Facebook and Twitter. But I guess we know what happens when one assumes. To prove the “assume” point, let’s take Applebee’s as case in point.[read more]