Measuring the Impact of Social Media

Customers Rock!

This post is part of the Social ROI Blog Carnival at Think Customers: the 1to1 Media blog. Visit the blog carnival post “ Calculating the ROI of Social Media ” to check out the full list of posts from numerous well-known social media thought leaders.

Using Social Media to Build Relationships

Customers Rock!

A lot of businesses love social media because they feel it helps them spread the word about their organization and what they do. I predict this will be a big focus for social media in 2012. As anyone in social media knows, not everyone is your friend online.

Trending Sources

Can Facebook emotionally manipulate customer service?

Service Untitled

In a week long “social experiment,” the News Feed content was changed. We do research to improve our services and to make the content people see on Facebook relevant and engaging as possible. Behind the Scenes Customer Satisfaction Customer Service Specific Companies

Customer service and the impact of social media

Service Untitled

There is absolutely no getting away from social media. So how does all of this fit into the ever broadening sea of customer service? In other words, before venturing into the world of social media, have a plan and define your goals.

How to help call center representatives improve customer service

Service Untitled

Centralized call centers receive and transmit an enormous volume of telephone requests daily, with the purpose of collecting and handling information, ranging from product inquiries, questions about transactions, and customer service.

Is customer service more about loyalty or preventing frustration?

Service Untitled

Since customer service is now getting more and more complicated because prices have become so competitive, does it also depend on a better defense or one of offense? ” The less an organization does, the less the cost.

Customer-Obsessed Service

Customers Rock!

Social media has pushed customer service to the forefront for many organizations. Responses are often faster in social media than they are in traditional service channels, since social media makes everything extremely visible.

2012 121

Killer Customer Service, or Customer-Killer Service?

Customers Rock!

Keep customers coming back so they will continue to earn points and hopefully continue to spend money with the business. This is most likely intended to help the airline stay top-of-mind with the customer and gently encourage them to book their next flight with the airline.

Take lessons from the leaders in customer service

Service Untitled

There is no relaxing elevator music where I can work until an agent answers; instead I’m forced to listen to a litany of advertisements offering me more services that might very well call me back to this same maze of customer service mediocrity.

Small businesses and the importance of outstanding customer service

Service Untitled

Although it is very convenient to shop online, many customers still enjoy the experience of touching merchandise and browsing in a brick and mortar store; hence the popularity of small neighborhood businesses. Customer service has to be proactive.

Administrative/Clerical: Social Media is Here to Stay

Office Dynamics

Social media has the power to connect professionals and consumers, making it a valuable tool in everyday business operations. For administrative and clerical professionals, social media can streamline communication and increase discourse.

Increasing customer service popularity with Facebook

Service Untitled

Facebook gives organizations the opportunity to “WOW” customers with their human and approachable touch so important to building business, loyalty, and the development of a company’s brand. Even building a FAQ can drive customers to helpful answers.

Can personal customer service survive in a digital world?

Service Untitled

There’s hardly a moment when someone isn’t consulting Google to learn more about a product, a person, or a service. While the digital realm can indeed help all of us to buy smarter, perform better, and be better educated, can it ever replace a human at the hub of customer service?

How credit card companies offer different levels of customer service

Service Untitled

So are there different levels of service for credit card customers depending on one’s credit and past financial history? Need to know how to maneuver your way around customer service departments of credit card companies to get satisfactory service?

Customer service mistakes that go bump in the night

Service Untitled

Every business is bound to have unhappy customers; there’s always some variable that can go wrong despite all safeguards to make things perfect. So what irks customers the most about customer service blunders and how can we help to make it better?

Lithium’s Customer Heroes

Customers Rock!

Lithium’s software powers the social customer experience, including online branded communities, for over 300 brands including AT&T, Best Buy, Sephora, Skype, and most recently added Nestle, Aruba Networks, and Guitar Center, among others. Good News for Social Customer Service.

2012 83

Received lousy customer service? Complain about it on Gripevine

Service Untitled

In the media age when companies know too well the firestorms that can be created from negative events and a failure to respond in a reasonable amount of time, perhaps promises some good results. Most organizations know not to argue on Facebook with customers.

Book Review: The Customer Service Survival Kit

Service Untitled

The Customer Service Survival Kit was written by Richard S. Chapter One begins with the “uh-oh” moment; one most of us in any service oriented business has encountered. So what are the ways to defuse angry customers?

I’m telling my friends about the bad customer service

Service Untitled

At the time and day this poor service happens we are angry, and we vow the moment we get home we will get a letter out to the CEO of the company and reiterate the miserable events of either our last purchase or service. Good thing for social media and Twitter however, but will that solve all of the problems we can’t quite condense to 140 characters or less? So who do we tell about bad service? That my friends is what makes great customer service.

Customer experience is an integral part of customer service

Service Untitled

It’s called the customer experience, and it angered so many people and the word eventually got around. When a customer didn’t follow the dictated regimentation, the store owner would say, “No soup for you!

How not to act when customer service fails miserably

Service Untitled

This week was a drama-filled example of a customer “gone wild” when an incredibly frustrated customer service recording from Reddit was made public on YouTube. Was the customer service rule at the company never to hang up on anyone or be fired?

How to effectively complain using social media

Service Untitled

Now the average customer can get immediate gratification; no phone calls to the organization to find out the CEO’s name and no waiting weeks for a response as the letter snakes itself around various departments looking for a solution.

A practical approach to dealing with customer service frustrations

Service Untitled

No doubt, it has been a tough week for customer service. Internal Revenue Service acting agency head, Steven T. Miller who is resigning from his post stated earlier this week: “I can say generally, we provided horrible customer service.

3 Tech Tools to Improve Your Organization’s Efficiency

Office Dynamics

Improve Your Organization’s Efficiency. Salesforce cites data from a paper published by Forrester stating that 42 percent of customer service representatives are unable to efficiently deal with customer issues due to outdated user interfaces and other forms of archaic systems.

2016 84

Customer service required for business to business relationships

Service Untitled

In real estate sales, there is a lot more to successful customer service than dealing with just customers and clients. Homes are listed in multiple listing services, and thousands upon thousands of other selling realtors are there to sell a listed home.

Customer service at “stake” at Morton’s Steakhouse?

Service Untitled

Peter Shankman is an author and frequent customer service blogger who has an impressive 100.000 Twitter followers, so the other day he used an experience to allegedly show how companies treat their good clients. Customer Satisfaction Customer Service Customer Service Experience

When customer service defines a business culture

Service Untitled

Culture is how an organization operates whether you chalk it up to customs, attitudes, or etiquette. Other choices might include customer service, redesign of the work place, or an enlightenment of a stale, outdated company presence.

Are Social Media Websites The Next Collaboration Tools?

Small Business CEO

Social media has invaded modern life and anyone not on any of the big three platform is practically unknown. Although long overdue, businesses are finally embracing social media as the new platform to make them known. Are social media websites the next collaboration tools?

When businesses decide to neglect customer service

Service Untitled

Do these powerful organizations therefore view customer service as an operational cost rather than a marketing investment? Even in huge industries, the cost of keeping existing customers is still far less expensive than recruiting new ones.

How Zappos Affects Your Customer Experience

Customers Rock!

Who is your customer experience competition? Organizations should be asking this question: Which companies have the best practices in customer focus across all industries ? I recently exchanged Facebook messages with Deb Robison , a smart marketing and social media gal.

2011 94

Customer service benefits by going green

Service Untitled

Green marketing is not just the weekend garden place you can go to buy fresh vegetables, fruits, and home-made goods in your community; it is a tried and true marketing strategy to get more customers and make more money. Let’s face it; it’s all part of customer service.

Businesses using Facebook for customer service

Service Untitled

Market Tools, a software and service provider for management and research conducted a survey of 331 companies with an annual revenue of more than $10 million annually. Of those organizations, 23 percent rely on social networks to support their customer service and to provide feedback.

Announcing my first book: The Hidden Power of Your Customers

Customers Rock!

And it is thanks to you, my faithful Customers Rock! The book is called The Hidden Power of Your Customers: Four Keys to Growing Your Business Through Existing Customers , being published by John Wiley & Sons. In fact, one of the reasons I started Customers Rock!

2011 92

The Facebook Organic Growth Tactic that Everybody Forgets

Dumb Little Man

This is going to boost your organic reach on Facebook and boost credibility. It will promote positive and direct customer service, gain immediate trust, and increase transparency among your fans. You will get the top position at Facebook professional services. There is an open and direct communication between the brand and the customer so you can see how a certain brand responds to questions, user demands, and even bad reviews. Your customers!

2017 47

Do consumers who spend more get better service?

Service Untitled

If we listen carefully, we learn what our customers need because they will tell us either directly or indirectly, and in order to engage new customers, we often depend on word of mouth and our reputations.

2014 40

‘Social listening’ can help businesses become more effective

Service Untitled

The buzz phrase “social listening,” also known as social media monitoring, can help organizations and businesses be more effective and build stronger brand relationships. Michael Dell’s “direct-to customer-heritage” starts with training.

Create a training plan that helps customer service representatives succeed

Service Untitled

Front-line customer service representatives impact our everyday lives. Why then, are service people often treated as among the lowest paid in many organizations? Be watchful of social media, however Twitter isn’t really the way to solve customer service issues.

Customer service continues to center on good client communication

Service Untitled

Once upon a time a client or customer would call a business on the telephone or write a letter; whether it was a complaint or compliment, the conversations remained private. Customers are empowered with online resources to share opinions. Are you listening to your customers?

The golden rules of customer loyalty

Service Untitled

It’s well recognized amongst all business owners that it cost more money to find new customers than to keep the customers we already have while trying to attract more clients to climb aboard our growing organizations. The ultimate satisfaction for customers is receiving the best product at a reasonable and competitive cost. We must strive to deliver all that we have promised on our websites, in our flyers, and on social media.

How Important Is Business Integrity?

The Small Business Blog

Would you risk your business integrity for a headline, media coverage or to pull in a new customer? Your own personal integrity, as a small business owner, can guide your organization’s integrity; as a business owner your staff look to you in order to find the expected way to behave. Social media creates not only a transparency to the way we all do business, but also a means for reputation to be devastated in mere hours.

2010 16