Margot da CunhaJune 1, 2015 Did you know that 25 percent of consumers who complain to brands on Facebook or Twitter expect a response within an hour, according to HubSpot? This seems a bit unrealistic, right? Shockingly enough, it might not be. You’ll likely lose respect and loyalty from a client if their questions and … Continue reading 4 Steps To Go Above And Beyond In Social Media Customer Service
Tricia MorrisMay 28, 2015 Customers’ expectations for brands and organizations delivering the right answer at the right time, whether through assisted or self-service, continue to grow. In the The Real Self-Service Economy Report, 70 percent of consumers surveyed now expect a company website to include a self-service application. In the most recent American Express Customer … Continue reading 2015 State Of Knowledge For Customer Service [Infographic]
Lauren ThomsonMay 28, 2015 In a world of technology and social media, customer interaction can either make or break your marketing strategy. Today, protecting your brand now means solid social customer service practices across your helpdesk, front line, and all levels of your operation. The Power Of Social Media Social media drives the way people … Continue reading Why Social Customer Service Is Crucial For Brand Development
Sylvia BrowderMay 13, 2015 Every business with an online portal needs the social media for branding and indulging their online clientele. That explains why almost any company you can think of has an active supporting team that operates solely on social networks. But make no slip-up on the strategies you choose to deploy on the … Continue reading 5 Customer Service Mistakes to Avoid When Using Social Media
Harry RollasonMay 11, 2015 Social media has overturned the traditional business-customer relationship, and with customers gaining more power than ever before their expectations for good service will keep on rising. But the public nature of channels such as Twitter and Facebook means margin for error is at a minimum. Therefore it’s imperative you get it … Continue reading How NOT to Use Social Media for Customer Service
Olivier ChoronMay 6, 2015 With 67% of customers’ buying decisions occurring digitally, before they have even engaged with you, it is ever important that your digital presence be nothing but a positive one. The social media craze presents a real opportunity not only for social selling, but also to deliver exceptional customer service. Here I … Continue reading How to Deliver Excellent Customer Service on Social Media
Who has more data about Internet users than Google? The stores these folks do business with, columnist Daniel Cristo notes. And those companies may be about to share it with the search giant. Daniel Cristo on April 28, 2015 Recently, the Wall Street Journal reported that Google is in talks with advertisers on a new … Continue reading Google Gets Personal: Will Potential New Ad Service Boost Personalized Results? (DD)
Nadya AhmedApril 25, 2015 Ever heard the phrase ‘Get with the times’? Often used among the younger generation when describing people that aren’t on trend or up to date, this phrase isn’t too distinct from the world of customer service, because as technology has evolved it would seem that most aspects of customer service haven’t. … Continue reading Technology Has Changed. Why Hasn’t Customer Service?
Joyce TamApril 24, 2015 Field service organizations need to be more efficient, develop better time-saving approaches and fix a problem on the first visit to meet customer expectations, and a new study released this month confirms this priority. The study, conducted by OnePoll, an independent worldwide research agency, surveyed 2,000 adults in the U.S., and found that fixing the … Continue reading Fixing It the First Time Must be a Priority in Field Service
Richard ShapiroApril 13, 2015 Many marketers spend too much time trying to figure out the nuances of how to sell or service various age groups, the Greatest Generation, Baby Boomers, etc. I think it’s a waste of time. The newest generation, defined as anyone born after 2004, is even yet to be named. However, scholars … Continue reading Should Service Delivery for Millennials Be Different?
