Archive for customer service
How Semantic Search is Changing Everything
Semantic search is changing everything. From the way traditional marketing is done to the way social media connections are now forged, the web is forcing us to create more transparent, honest connections than ever before.
Category: Behavior, branding, Content, customer service, Engagement, Exclusive, facebook, google, Instagram, linkedin, Marketing, Platforms, Search, semantic search, SEO, Social Media, Social Media Marketing, social networks, strategy, twitter, Yes /
The Growth of Social Media Customer Service
Eighty percent of companies plan to use social media for customer service and brands must respond quickly to customer queries on social channels. There is also an opportunity to use social customer service to increase brand loyalty.
What Does the Social Shake-Up Mean to Cox Communications?
I had a chance to sit down with Adam Naide, Social Media & Digital Marketing Lead at Cox Communications to discuss some of the topics that you will see at the Social Shake-Up Conference where Adam will be speaking. The following is a transcript of that conversation.
Amy’s Bakery Meltdown: Yelp Is Broken and Social Flashmobs Apparently Rule
Yelp may not be the go-to source for restaurant reviews. Why? Amy's Baking Company has 1131 reviews, 99.9% of which are snarky, mean, negative “reviews.” How many of those 1131 reviewers actually ate at the restaurant and how many just piled on for flash mob social media bashing? 99.9%
Category: Amy's Bakery, Amy's Baking Company, Behavior, Best Practices, community, Community Management, CRM, customer service, Engagement, Reviews, yelp, Yes /
Can You Recover from an Amy’s Bakery Style Social Media Meltdown?
Amy’s Baking Company has been at the centre of one the biggest social media fails of all time. Can businesses recover from such huge social media fails? You simply cannot expect to speak to people like this and expect to quickly rekindle any iota of positive sentiment that may have existed before.
Category: Advertising, Best Practices, Content, customer service, Marketing, News, Opinion, Social Media, social media fail, Social Media Marketing, Yes /
Amazon vs Wal-Mart: How Online Strategy Can Meet In-Store Opportunity
When Wal-Mart announced plans to use its retail locations to fulfill online orders last week, the media and business community broke into a collective game of word association. The word? Amazon. At the end of the day, Wal-Mart’s rise to online dominance really just revolves around turning an otherwise complicated shopping experience into one that feels quaint and easy.
Category: Advertising, amazon, Best Practices, customer service, Engagement, Opinion, Social Media, social networks, strategy, Walmart, Yes /
Part Two: The Broken Link of Social Customer Service
Just because a company does not have a dedicated presence for customer service on social networks doesn’t mean that customers understand the difference. To everyday consumers, a Facebook page or a Twitter handle is the brand. Customers do not see silos, they see one company.
Category: Advertising, Analytics, Best Practices, branding, Content, customer service, Marketing, Research, Social Media, Social Media Marketing, social networks, strategy, Yes /
Social Media Communities Create Markets: How to Build Loyal Tribes of Brand Evangelists
Patience is one of the hardest things to have when it comes to building online communities.
Using Social Media as a Customer Service Tool [INFOGRAPHIC]
Followers of brands on social media expect a two-way and more from companies than ever before. Followers are not only looking for the newest coupon or information on the “Spring Line,” they want to be heard! When they are upset and shout it out to the social media world, they are also putting their relationship with the company on the line…”respond and respond well, or we are never ever getting back together.”
The First Mile: The Broken Link of Social Media Customer Service
For all that social media is doing to change business for the better, it’s not yet enough. Interview any executive and ask them what their priority business goals are for 2013 and I’m sure you’ll see some element of customer-centricity on the list.
Category: community, customer service, Engagement, Marketing, Social Customer, Social Media, Social Media Marketing, social networks, Yes /
