Lisa WoodsSeptember 22, 2015 Your brand is getting talked about on Twitter, whether you are active there or not. Tweets directed at businesses are up 2.5 times over the last two years, according to Twitter’s latest eBook. Some interactions are positive and others are meant to express throbbing pain points. In fact, 47 percent of … Continue reading Why You Can’t Ignore Customer Service on Twitter
Laura DonovanSeptember 17, 2015 ROI is tough to measure on Social Media. Many businesses have a difficult time allotting a budget for Social Media for this reason. They don’t think post updates is going to help get business or think that the updates posted by employees here and there are enough. Though posting updates does … Continue reading Customer Retention: The Overlooked ROI Measurement on Social Media
Jodi SchechterSeptember 8, 2015 You’re not alone. You might be surprised to learn that startups everywhere struggle with hiring the right people and scaling their organizations. Read this and you’ll feel better. Promise. Tech in Asia did a random survey of 50 entrepreneurs across a variety of industries and geographies asking what problems they faced … Continue reading Single Customer Success Professional Seeks Same for Fun and Commitment
Columnist Josh Manion believes retailers can learn a lot from Starbucks, which skillfully leverages data in order to gain customer loyalty and build its brand. Josh Manion on September 2, 2015 What does Starbucks CEO Howard Schultz know that some retailers don’t? In its most recent quarter, Starbucks reported solid earnings that beat expectations, … Continue reading Hyper-Personalization: How To Use Data To Build Loyal Customer Relationships
Tom HustonAugust 28, 2015 If you don’t already know, working as a customer service representative in an enterprise contact center can be one of the most daunting jobs in the world, and there are certain things that even the most even-tempered agents sometimes wish they could say to a disgruntled customer. Perhaps sensing those hidden … Continue reading Rise of the Social Media Customer Service Trolls
Sean HerlihyAugust 27, 2015 There is a video that asks what you would do with $ 86,400 each day if, at the end of each day, you had to give back what you didn’t use. Most people would want to spend as much money as possible each and every day so they didn’t lose it. By … Continue reading Digital Marketing and Customer Interaction
Columnist Mike Sands explains why you should make first-party data a priority and why it will bring you results when it comes to people-based marketing. Mike Sands on August 25, 2015 Today’s marketers face unprecedented pressure to leverage data to deliver relevant and personalized ads, messages and customer experiences. The ever-increasing number of connected channels … Continue reading Where Can Marketers Find The Best Customer Data? Under Their Noses
Lacy BoggsAugust 24, 2015 What do you do if your customer doesn’t even know they need your product or service? I’ve been working with a woman who does PR for the food and beverage industry. She knows that many restaurateurs could benefit from PR, but they don’t know what it is or what it could … Continue reading How to Write Exactly the Blog Post Your Customer Needs
Lisa FurgisonAugust 19, 2015 How are you currently engaging your customers? Studies show engaged customers have positive responses to businesses, which translate into higher sales. You want customers to love your brand and go out of their way to buy your product or service. Loyal customers like these can boost your revenue by 23 percent, … Continue reading Emails That Encourage Customer Engagement
Alleli AspiliAugust 18, 2015 According to the State of Customer Service Experience 2015 report released by The Northridge Group Inc., more than twice as many consumers use social media as the primary channel for making comments (8 percent), questions (7 percent) and complaints (6 percent) over problem resolution (2 percent). However, it also states that … Continue reading How to Win at Social Media Customer Service by Going the Extra Mile
