Customers Rock!

MAY 28, 2012

When not blogging, on Twitter, or on Facebook, she is marketing WikiThreads , her small business featuring Dallas t-shirts and logo embroidery. Marketing creates the proactive messaging and offers on Twitter and Facebook while attempting to handle service issues as they arise. Today’s post is by Laurie Shook.

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Social Media Customer Service Twitter Facebook 100

Customers Rock!

JANUARY 10, 2012

And Mayor Booker and his team were listening via Twitter and went into action. When one constituent bad-mouthed Mayor Booker on Twitter, Cory showed up at his door and helped him shovel out. He delivered supplies to needy residents (including diapers!). He directed salt trucks to icy roads. A Whole New Era of Politics.

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Customers Rock!

DECEMBER 6, 2010

Consumers made their lists of who had the best deals, based on what they learned on Twitter and other sites. I was going to go nuts buying lots of stuff on the website, but it’s been down all day – lots of angry comments on their facebook. · 38% of customers were delighted with the online shopping experience. . ·

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Customers Rock!

JANUARY 24, 2012

Other metrics tie directly back to the bottom line (ex: value of sales coming directly from Twitter). Dell is one of the most commonly cited examples of this from their Twitter Dell Outlet account. Some of these metrics are often focused only on tactical results (ex: number of followers or fans). Sanuk is another example.

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Social Media Verizon Customer Service 2012 100

Customers Rock!

JANUARY 18, 2010

Each contact with customer service, whether by phone, email, Twitter, or self-service is a brand impression. The customer feels like complaining to the closest person who will listen, and it is at his fingertips: Twitter/Facebook/posterous via his mobile phone. Every customer touch is another brand impression of the company.

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Customer Service 2010 Social Media Credit Card 100

Customers Rock!

OCTOBER 18, 2011

Gone are the days when social media was all about marketing through Twitter and Facebook. By the end of the year, 75% of US-based companies expect to use social media for customer service. It’s a reaction to the changing game.

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