|
Top : Social Networks and Customer Service: There's a move to use social networks as contact methods to improve customer service. That's what is in this section - details, hints, case studies.
Articles:
Should brands ignore social media criticism? | Econsultancy - by Patricio Robleswhat if some brands are paying too much attention to social media? Is it possible that the most vocal on Facebook and Twitter and in the blogosphere not only don't represent the majority of consumers but might also be providing signals that go against what the majority believes? (Added: 12-Jun-2010 Hits: 273 )
Why a Bad TripAdvisor Rating Isn't All Bad - by na
The 2011 TripAdvisor Dirtiest Hotels in the United States list was topped by the Grand Resort Hotel and Convention Center.""A few years ago, when Hotel Carter in New York City earned the Dirtiest Hotel distinction, I decided to look at it in another way and try to find some good in the place. Surely the reviews can't be all bad!""And I was right.""A number of people had favorable things to say about Hotel Carter. For example (Added: 25-Jan-2011 Hits: 278 )
Customer Service in the Age of Social Media: A Lesson from Hewlett Packard - by Augie Ray
HP's experience shows (and other brands have also found), social media is changing the way we must think about customer service. The cost of poor service, once measured in single consumers, can now have an immediate impact far and wide. (Added: 13-Dec-2009 Hits: 627 )
Matrix: Companies Should Factor Social Influence Into Total Customer Value - by Jeremiah Owyang
Interesting, and just a bit scary regarding giving more influential customers better service.""Just as companies factor in value of a customers celebrity status, buying power or customer loyalty -companies must factor in social influence or put themselves at risk. That's right, customers with more Twitter followers are more likely to get better service and support than those that don't. (Added: 11-Jul-2010 Hits: 127 )
Social Media Mission Control, The Contact Center Must Evolve - by Jeremiah Owyang
Customers have been blessed -and cursed- by call centers where customers call into customer support phone lines when they have woes to solve. Now, expect similar strategies to now use Social CRM technologies (read the report) to first listen to customers where they already are, and respond in real time. In fact we know of Gatorade being the first to launch their Mission Control center (see video below) and Dell's head of Social Media, Manish Mehta, announced at our conference last week they are going to launch the Dell Social Media Mission Control center at their HQ. (Added: 7-Feb-2012 Hits: 174 )
How to Measure Social Media Impact on Customer Retention - by Nichole Kelly
Do you know if social media is helping you retain your existing customers? In this article I'll discuss 7 key metrics to measure social media's impact on keeping customers.""The cost-effectiveness of social media has vaulted it to the top of the list of tools used to improve customer retention. But how do you measure whether social media is affecting your ability to keep customers (Added: 14-Sep-2010 Hits: 326 )
Dr. Natalie Petouhoff ROI Of Social Media Social Media Club Presentation/ Forrester Research - by Natalie Petouhoff
This is actually a 30+ page slide show on social media and customer service. (Added: 13-Dec-2009 Hits: 399 )
Handle 'Social Customer Bullies' and Protect Your Brand: 11 Best Practices | Social Media Today - by Anand Subramaniam
Social bullying is a serious matter, whether it happens in-person or online. For business-to-consumer (B2C) relations, the unprecedented reach and visibility of social online communities and networks have introduced an ugly dimension to this phenomenon.""Customers are the reason why businesses exist. However, some consumers don't play fair and use their social clout and the visibility of social networks to extract better deals from the business - whether it's free product replacement, free shipping, unwarranted discounts, or rapid service levels. Can companies deal effectively with this type of "social bullying" without hurting the business, their brands, and their relationship with other customers? How can they formulate standardized practices for customer service in the social cloud, consistent with those for their website and traditional touch points like the phone, retail store, or a branch office? (Added: 30-Mar-2011 Hits: 209 )
The Social Customer Strikes Back - Social Media Blunders - by Daniel Ziv
A good example of customer service commentary that's misleading. The title, catchy, doesn't actually reflect the content. The "blunders" are not social media issues, but business practice issues that have nothing directly related to social media. (Added: 24-Dec-2011 Hits: 80 )
ROI vs. KPI - Why Social Media Can't Show You the Money - by Kate Schackai
Having read, crowdsourced, debated, and scoured, I am now convinced that, despite what you may read in Google search results, there is no meaningful way to track ROI for social platforms, unless you are lucky enough to be in straightforward e-commerce, using trackable coupon codes, landing pages, etc-and even those efforts may only quantify a fraction of your results. For service, professional, brand-based, and B2B businesses, the unsettling truth is that social media value cannot be gauged by a simple equation because, much like traditional tools for PR, marketing, customer service, and branding, its returns are not strictly monetary. Buzz, loyalty, trust-all about as numeric as a firm handshake. (Added: 18-Sep-2011 Hits: 179 )
Seven Reasons Why Social Media Negatively Affects Customer Service and The Customer Experience - by Robert Bacal
In this well reasoned article Robert explains why social media hasn't, isn't and won't improve customer service. In fact, it's making customer service and the customer service experience worse. (Added: 13-May-2011 Hits: 124 )
Social Media Under One Roof: Integrate Social Media with Total Customer Experience Model | CustomerThink - by Sampson Lee
If your primary objective is to learn how to ride the wave of social media to enhance the customer experience within a specific touch-point or departmental function, there are already numerous blogs, articles, and publications which serve this purpose well. There is no need for you to spend time reading this document. If, however, our core messages are aligned with your most pressing concerns, it is worth investing your time in reading this paper. (Added: 18-Sep-2011 Hits: 232 )
7 Impressive (oh really?) Twitter Customer Service/Brand Management Cases - by na
It's no secret that Twitter continues to spread like wildfire. More and more businesses small, medium, and large are hopping on the Twitter bandwagon. Are they doing it for the right reasons? Well, some of them sure are.""A rather amazing example of spin and propaganda. Note the lack of really good numbers on business results and the focus on EFFORT. Why, dya think? (Added: 28-Dec-2010 Hits: 490 )
Retailers should embrace Facebook, not stifle it « - by na
Social networks like Facebook provide retailers with the opportunity to reach out to both staff and customers and can be more effective than email marketing campaigns, according to two industry specialists.""Despite recent news that employees from Waitrose and Tesco's were using Facebook to post derogatory comments about their customers, customer service specialist Derek Bishop believes that rather than focusing solely on the risks associated with social networking sites, retailers should also look at the benefits that can be gained by embracing web 2.0 as part of their customer strategy (Added: 5-Jan-2010 Hits: 384 )
We have much more on this topic: Please Search!
|