Customer Service Through Social Media: The game has changed

Customers Rock!

Harry is with Useful Social Media , and I will be presenting at their New York Conference on Social Media and Customer Service next week. The rise of social media has changed customer service beyond recognition.

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.

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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.

23 Small Business Social Media Dos and Don’ts

Small Business CEO

For cash strapped small businesses social media can be a cheap and effective way to promote your business/brand and increase revenue. At the same time many SMBs don’t properly utilize social media or ignore it altogether. Do be active on your social profiles.

A simple approach to generating marketing content that will also help you deliver better customer service

The Small Business Blog

Research released earlier this year by Sabio and the Customer Contact Association that showed that anywhere between 25% and 40% of the calls made to UK contact centers are unnecessary or avoidable. Business Advice Business Marketing Customer Service do customer service market and sell Small Business / SOHO Social Media Marketing/PR micro business small business advice small business tips Social media for business

Social Media Basics for Bootstrap Businesses

The Small Business Blog

1 week ago RT @ WinWeb Why Working Online With An Accountant Will Benefit Your Small Business - [link] 1 week ago Holmes: "It has no God-given right to succeed if it does not give customers what they want." What better way to do this than through social media?

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.

Social CRM: An Idea Whose Time has Come?

Customers Rock!

Social Media CRM, or Social CRM, is getting a lot of air time these days. Thanks for chiming in on Customers Rock!, That’s the perspective many customer service experts have had toward social media-based customer service, or social CRM.

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What You Can Learn from @Charter about Social Media

Tips From T. Marie

As a Virtual Online Technology Assistant and a small business owner who has had a good deal of success using social media I’m often asked by others about how to use social media successfully for their own businesses.

How to survive customer service blunders in the world of social media

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I heard the term “social vampire” in 2005 when it referred to a person who more or less attached them self to someone and piled on attention until they felt that the person they were endowing with excessive flattery liked them in return. Will customers lie?

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.

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.

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How to Improve Multi-Channel Customer Service

Small Business CEO

Without your customers, your business wouldn’t be successful, so of course you want to treat them well and make sure that you’re addressing every one of their needs. … Information Technology Customer Service customer service technology voice customer service

How to treat bad comments on social media sites

Service Untitled

Social media customer service is the quickest way for organizations to handle customer complaints, but it’s for all the world to see and can definitely have some negative effects on a company’s reputation.

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? Should we forget about raising satisfaction scores and just try to avoid the lowest scores so as not to lose customers?

Take lessons from the leaders in customer service

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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.

Customer Experience Food for Thought

Customers Rock!

As many of you know, I have been doing quite a bit of traveling lately, speaking about my book and sharing the Customers Rock! As most travelers are aware, the customer experience is especially important when you are away from home; it becomes something we are truly living.

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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.

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Ease up on customer service demands during inclement weather

Service Untitled

It is the responsibility of airlines and other services to safely operate during severe weather and emergency conditions. Businesses that stay open during harsh conditions often have employees who have risked their own safety and comfort to provide necessary services.

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.

Surprise! Your Customer Service Ain’t All That.

Tips From T. Marie

A recent article on Small Business Trends explains that although you may believe you and your business are providing excellent customer service, chances are your customers/clients aren’t exactly on the same page. In fact, when founder Mike Blumenthal conducted a survey, although business owners themselves believed that 75% of customers were experiencing excellent customer service, the customers themselves had something else to say.

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. Constant monitoring can help customers find answers before comments become negative.

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?

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?

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.

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. Audio Service Shuts Down - Lessons We Can Learn on Customer Service & Not Counting on One Platform

Productive & Organized

  I was hit by the lack of customer service too, but we can certainly learn from this story; so that is what I'm going to share today. Provide Customer Service Even If The Service You Are Providing is No Cost.   The same holds true for Twitter, Facebook, LinkedIn and a myriad of other online social media tools that I use.    Today, third-party services are starting and stopping every day.  service.

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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?

An Alternative to Netsuite?

The Small Business Blog

One unified business management suite, combining traditional back-office, social media, web services, customer care, online & offline multi-channel sales and fulfilment activities. Cloud Computing Customer Service WinWeb Netsuite Alternative

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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.

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.

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