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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:
Social Media: nightmare or gift for customer service? - by Martin Meyer-GossnerWith the rise of social media the risk of poor customer service quality increases drastically. And some of us already know of the benefit and costs that might arise. For those who don’t, take your time to read this post and try to become a change agent in the favor of customer service inside your company. (Added: 13-Dec-2009 Hits: 373 )
Customer Service Via Twitter - BusinessWeek - by Rachael King
Increasingly, brands are becoming hip to Twitter. The free microblogging service allows users to send brief text updates to groups of people who have signed up to "follow" your messages. Launched in March 2007, Twitter was until now mainly the province of the technorati, many of whom post updates, known as tweets, about what they’re doing multiple times per day. Fans of Twitter say it makes a great way to stay in touch with friends.""Companies have figured out Twitter provides the opportunity to listen to what customers are saying about their brands, and to respond. Still, it’s not easy for a corporation to strike the right tone on Twitter. Some brands on Twitter seem too formal and stilted while others seem interested in using it only as a one-way PR channel. And then there’s the delicate issue of corporations following unsuspecting customers and responding to their complaints about brands. Even though the intentions are good, it might be a bit startling for customers to find out the folks from the brand are eavesdropping on their tweets (Added: 28-Dec-2010 Hits: 205 )
5 Reasons Twitter Sucks For Customer Service - - by Tom Martin
There I wrote it. That's right... when you stop and think about it, Twitter really sucks for customer service.""And that's coming from a guy who has written in the past about how to use social media to recover from a customer service disaster. Or how companies have successfully used Twitter to deliver a better customer service experience. Yes I, like many of you, am a huge beliver in and user of Twitter as a customer service tool. I rarely call 1-800 numbers any more, instead I just find the company on Twitter and tweet them. It usually works. So why am I now writing this? (Added: 7-Mar-2011 Hits: 151 )
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: 110 )
Retail Industry Facebook Support Study #FAIL - by John Perez
A new study conducted by a software company called Conversocial reviewed online responses to consumer Facebook complaints across Retail brands, and not so surprisingly they found less than stellar results. The 5 day study, revealed those companies that lead in supporting customers on Facebook vs. the laggards who are ignoring customers on Facebook. Here are the highlights found in the study. (Added: 18-Nov-2011 Hits: 71 )
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: 189 )
The 6 Hidden Dangers of Social Media - by Lauren McKay
"There are so many companies that believe they need to jump on the bandwagon of social media," said Art Hall, manager of customer relations at Altanta-based firm Alvarez and Marsal, on Day 3 of the CRM Evolution 2010 conference. "They believe having a social media strategy equals a Facebook fan page or a Twitter handle.""""Hall revealed to attendees that it kills him to see organizations dishing out tens of thousands of dollars on flashy Facebook pages. "There are people paying an ungodly amount of money to have a Facebook fan page-and that's all they got," Hall said. "They have no idea what it means." Hall told attendees that the lack of clarity around social media strategies has moved him to share the top six potholes companies need to avoid in social. (Added: 18-Sep-2011 Hits: 35 )
7 Ways to Deliver Excellent Customer Service Using Twitter | The Success Center - by Rod Kirby
Social networking sites like Twitter are excellent communication platforms, but what does that really mean for YOU? Well, if you’re a small business owner or entrepreneur . . . a lot actually. If you’re not making connections, building a community around your brand, or marketing yourself on Twitter then check out my e-book, The Entrepreneur’s Guide to Twitter Success for my best advice on how. Today, I want to show you how you can use Twitter to deliver excellent customer service in your small business. (Added: 28-Dec-2010 Hits: 180 )
Use Social Media to Listen to Your Customers - by Joe Rotella
Here's how to listen to all the chatter on the Web and find what’s important to your customers and your industries. And learn the five things to listen for on social media in order to enhance your reputation as a customer service provider. (Added: 29-Mar-2010 Hits: 251 )
Exploring Customer Service Efforts Using Twitter - by Jason Falls
Today I'm thrilled to present to you the first-ever Social Media Explorer Report. Customer Twervice: Exploring Case Studies and Best Practices In Customer Service Efforts Using Twitter, surveys 10 companies using Twitter for customer service and attempts to present insights and best practices for you or your company. The report is free you can download the PDF here."""Customer Twervice"My hope is that the information in the report will give you at least some anecdotal research that can help you formulate customer service strategies using Twitter based on the existing best practices and examples from those doing it. The document is certainly not final and as both Twitter and how companies are using it evolve, I’ll revise accordingly (Added: 28-Dec-2010 Hits: 145 )
Customer Twervice: Exploring Case Studies - by na
28 page report on use of Twitter for providing customer service. In pdf format (Added: 13-Dec-2009 Hits: 307 )
Major companies using Twitter for customer service : Real Lawyers Have Blogs - by Kevin O'Keefe
As part of formulating LexBlog's plan on the use of Twitter for client service, Stacey Merrick, our Client Services Director, discovered this article by BusinessWeek's Rachael King about major corporate brands using Twitter for customer service. (Added: 28-Dec-2010 Hits: 176 )
Social media like Twitter change customer service - USATODAY.com - by Jan Swartz
More than half of the Fortune 100 companies are using Twitter for customer service, recruiting employees, blasting news and announcing promotions, according to the study by public relations firm Burson-Marsteller and its digital-media unit, Proof. Yet a recent Deloitte survey concludes that organizations continue to struggle to harness social media's full potential. (Added: 13-Dec-2009 Hits: 232 )
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: 127 )
How social will bolster customer service call centers in 2012 - by Paul Sawers
Some insights from Josh Marsh, CEO, on where things will be going regarding social media and customer service/CRM during 2012. new (Added: 24-Dec-2011 Hits: 78 )
The Social Customer | Lets Call a Spade a Spade (and Social Media a Band-Aid) - by Esteban Kolsky
Social Media is nothing more than a band-aid, similar to doing customer service via email or adding ecommerce without really thinking it through. Sure, you get something quickly done and out of the way, but if you are bleeding out of an artery a band-aid won’t stop the bleeding — or save your life.""Social CRM is a strategy, but specific to a particular area (working with customers). It forgets the rest of the organization – but more importantly also the role of the customer beyond the front-office functions. It does serve a mid-term purpose – but is the equivalent of putting some gauze and pressure to the arterial bleed — you can stop the bleeding, but the artery still needs repair. (Added: 7-Jan-2010 Hits: 228 )
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: 226 )
Retailers Can Win Back Unhappy Customers Through Social Media | Marketing Forecast from Ad-ology - by SHANNON BRYANT
According to a new report by RightNow and conducted by Harris Interactive, retailers are using social media channels to bring back dissatisfied customers. The research demonstrates that by listening and proactively responding to complaints on the social web, retailers have an opportunity to turn disgruntled customers into brand advocates. (Added: 20-Mar-2011 Hits: 141 )
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: 296 )
How to Use Twitter for Customer Support - by David Daw
If you believe Twitter is an effective communication tool (And I do NOT), here are some suggestions about how to use tweets for customer support. Keep in mind that most tweets (70-90percent) go unresponded to. (Added: 18-Nov-2011 Hits: 61 )
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Christmas is Coming. Do You Know How To Deal With the Hot, Frustrated, Irate Customers?
If It Wasn't For The Customers I'd Really Like This Job: Stop Angry, Hostile Customers COLD While Remaining Professional, Stress Free, Efficient, and Cool As A Cucumber.
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Lisa S. In California: Anyone who serves the public should have this book. It gives advice for everyone from the order taker at the fast food restaurant to higher level management. It also gives different techniques for different situations (ie retail store, office, call center etc.) I have only had this book for a few weeks and already I have improved my customer service skills. It's a wonderful tool.