Smart brands know that everyone owns the customer experience. Columnist Katy Keim discusses the steps to becoming a truly customer-focused brand. Katy Keim on August 17, 2015 The experience people have with brands today doesn’t have a traditional start and end point. Quite the contrary: The experience a brand creates for its customers is really … Continue reading The Customer Experience Is Everyone’s Business
Triniti BurtonAugust 16, 2015 A couple months ago we kicked off our website redesign by taking a deep dive into our customer personas. We started this work last year and had some fairly defined personas in place, but a good marketing strategy is ever-evolving. There were a year’s worth of insights and customer feedback that … Continue reading 3 Practical Ways Buyer Personas Can Increase Customer Engagement
People are much more likely to recommend brands that personalize customer service interactions. It’s “an an easy step that brands can take” to build relationships, Twitter researcher says. Martin Beck on August 14, 2015 That brands should be “human” on social media has become a cliche. Worse, in some cases, brands take the advice too … Continue reading Twitter’s Advice For Better Customer Service: Get Personal
Adam ToporekAugust 11, 2015 Twitter understands that it is often a channel for immediate customer response, and it is not only embracing its role as a customer service channel but beginning to focus on selling itself as an indispensable channel for customer service. On August 6th, Twitter released a Customer Service Playbook designed to convince … Continue reading Is Twitter THE Channel for Customer Service?
Francesca Di MeglioAugust 10, 2015 If there’s anyone that understands the power of customer loyalty, it is the small business owner. Indeed, as the 2014 report from BIA/Kelsey and Manta revealed, the majority of annual revenue for a small business owner is generated from loyal customers, who in turn spend 67 percent more than new … Continue reading Customer Retention: 5 Best Strategies For Your Small Biz
Alleli AspiliAugust 8, 2015 Social media is now a widely used marketing tool to build brand awareness. Aside from this though, businesses are now also leveraging social media to provide customer service. Customers nowadays are present in multiple social media channels. This made businesses realize that they can uze these platforms to engage with their … Continue reading Social Media: Empowering Customer Experience
Daniel JamesAugust 7, 2015 Customer service platforms are continually evolving. Once, it was normal – even progressive – for a customer to call into a contact center and get support with whatever they needed over the phone. The idea of emailing a customer support team seemed futuristic once, and now it’s a standard option on … Continue reading Social Media: The Next Customer Service Norm
Zack FaganAugust 7, 2015 Everyone knows how important customer service is to an online business. What many people don’t realize though is that customer service is evolving. As consumers have become more focused on the internet and social media they expect solutions to their problems just as speedily as they expect a friend to answer … Continue reading 5 Tips to Improve Your Customer Service on Facebook
Fewer than 30% of questions to brands on Twitter were answered in Q2 of 2015. Twitter’s new guide will help businesses do better and cut their customer service costs. Martin Beck on August 6, 2015 Complaining about poor service on social media might be the new national pastime. But most brands are still doing a … Continue reading Twitter 122-Page Customer Service Playbook For Brands
Sahail AshrafAugust 5, 2015 Customer service is kind of easy (or at least straightforward) in the real world. You greet a customer and if they have a problem you do your best to deal with it in a polite and courteous manner. If it is a deep and complex problem, you grab your supervisor or … Continue reading How To Provide Stellar Customer Service On Social Media
