Tagged 'customer service'

Tis the Season for Bolstering Your Social Media Customer Service

Posted by Tara Meehan on December 15th, 2012 at 12:29 pm

The other night I was watching Miracle on 34th Street, the unfortunate color version, and it got me to thinking. No, not about my blog post from last year (shameless plug for interested readers) but about customer service in general. The importance of ongoing communication with your brand ambassadors in the social space is almost immeasurable. Done well and you can have customers for life. Done poorly and you’re looking at nothing but coal tucked in your stocking and thrown at your head. This is pretty much agreed upon across all industries. So then why do some industries spend so much time ducking and weaving and so little time conversing?
There are a variety of factors that contribute to being socially challenged. Take highly regulated industries like pharma, finance, and healthcare for instance. Maintaining compliant yet engaging language can be tough. What’s more, reaching out to followers after listening to their tweets and posts can be even trickier. Tricky but not impossible. Compliance driven brands can develop and sustain meaningful relationships with customers by doing something they are not entirely familiar with – sharing thoughts and updates that have nothing to do with them. Companies in these sectors, especially in recent... Read more

4 Ways Social Media Has Changed Customer Service Forever

Posted by Greg Kihlström on December 14th, 2012 at 10:18 am

Social media provides great opportunities for brands to connect marketing messages with its key audiences. That, combined with continually more sophisticated advertising on social media platforms, has created a unique marketing channel that favors engagement and conversation verses one-way communications.
According to a recent article in Time Magazine, 71 percent of people who receive positive customer service from brands are more likely to give a recommendation.Another study found that customers who previously used 1-800 numbers or tech support forums for their customer service needs are now adopting social media channels, which provides opportunities for positive brand dialogue. However, this has led to a number of changes for both customers and brands.

Social media has forever changed customer service through four ways in particular.

The Social Buyer Engagement Index

Posted by Tony Zambito on October 5th, 2011 at 10:18 am

Image by Ross Mayfield via Flickr
In my recent article, The Ascent of the Social Buyer, I made mention that social buyers today were exhibiting an internalized Social Engagement Index.  The mention of a Social Engagement Index is not new.  The people at Alterian have talked about a Social Engagement Index (SEI) as well as a Social Sentiment Engagement Index (SSEI).  Recently, Brent Leary and John Hernandez offered a perspective for The Social Customer in a report called The Social Customer Engagement Index 2011.  The report focused primarily on how companies are leveraging social tools and technologies to reach and engage customers in customer service interactions.  It also pays note to how satisfied customers are with these interactions.
My mention of a Social Buyer Engagement Index is coming from a different direction.  In my anthropological inspired studies, the interest has been on the value buyers today are placing on the ability of companies to provide social engagement capabilities.  It is asking the question: are buyers today evaluating a company’s social engagement capabilities as part of the overall buying experience as well as social experience?  Although in an embryo stage with further research warranted, I think we are beginning to see the emergence... Read more

Question Nothing: 3 Examples of How to be Average

Posted by Steve Parker, Jr. on February 11th, 2011 at 4:38 pm

Every single day businesses make fundamental errors in judgment when it comes to customer service, providing said service and communicating clearly and constructively with their customers and vendors.
What follows are three examples of how to be just average.

Branson Puts Texans in Virgin Territory

Posted by Dan Patterson on December 9th, 2010 at 6:47 pm

Reinventing Domestic Air Travel

Last week Virgin America took its inaugural flight from Los Angeles (LAX) to Dallas-Fort Worth (DFW) to celebrate its expansion into Texas. Will this airline re-invent its industry through above-and-beyond customer experiences?