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Top : Social Networks and Customer Service : Page 2: 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:
The Illusion Of Social Networks A MUST READ - by Semil ShahDon't miss this because it's one of the rare occurences of someone stepping back and looking at social media more clearly. Indeed, social networks are full of illusion and self-deception on the business and social end. (Added: 16-May-2011 Hits: 134 )
Companies struggling to make new social networks pay off - Business - iomtoday - by na
SUPPOSE you invested a million dollars in staging a huge corporate event and only 100 people showed up.""You'd be disappointed no doubt, and you'd be asking the organisers for a good explanation.""But this is exactly what's happening to many companies who are making a huge investment in online social networks, according to a study by Deloitte.""The survey measured the responses of more than 140 companies, including Fortune 100 organisations. (Added: 22-Jan-2011 Hits: 93 )
5 Challenges For Managing Customer Service On Facebook - by Bryan Person
Whenever I come across a Facebook brand Page with dozens of unanswered fan questions on the wall, I cringe. It’s the digital equivalent of walking into a retail store and not finding a single employee to help you return a previous purchase or to tell you more about a product you’re thinking of buying.""That’s almost unthinkable, and yet, this poor level of customer service happens all the time across Facebook, including on Pages for high-profile companies and brands. The problem usually stems from poor operational planning and staffing coverage behind the scenes, coupled with vague communication to fans.""Is your company struggling to provide top-notch customer service to your Facebook fans? Talking through these five issues can help change that (Added: 24-Aug-2011 Hits: 219 )
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: 223 )
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. new (Added: 7-Feb-2012 Hits: 0 )
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: 382 )
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: 208 )
HOW TO: Use Twitter for Customer Service - by Ben Parr
Customer service can evoke some serious misgivings or negative emotions. Although customer support is designed to help the consumer, the pain of waiting for a phone representative and the impersonal emails can cause more damage than good for a brand. People are turned off by the term and companies have begun to use different terminology to describe their efforts.""This is not how customer service has to be. With the connectivity made possible by social media, companies have found a new way to engage their customers, solve their problems, and build goodwill for their brands: Twitter. Understanding how Twitter can transform customer relations for the better can be substantial for reducing costs and improving brand image. (Added: 28-Dec-2010 Hits: 176 )
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: 318 )
How Companies Can Regain Control Over Their Prices - WSJ.com - by DETLEF SCHODER And ALEX TALALAYEVSKY
Thanks to the Internet, companies have lost control of their pricing power. Here's how they can get it back. (I don't agree with all of the assumptions in this article. Do you?) (Added: 23-Aug-2010 Hits: 153 )
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: 89 )
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: 140 )
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: 73 )
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: 126 )
Social customer care: A customer's perspective of social #custserv - by na
Interesting interview provides some confirmation to notion that reason people say they prefer social media for customer service is that other media are SO terrible. (Added: 8-Dec-2010 Hits: 165 )
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: 321 )
Getting Systematic With Social - Think customers: The 1to1 Blog - by Mila D'Antonio
It's no secret: It definitely pays when companies monitor social media for consumers' negative comments about their brands. In many cases dissatisfied customers can be won back.""However, recent research from RightNow Technologies indicates the possibility that organizations might be rushing into the social realm without a strategy in place."The "Retail Consumer Report," which was conducted from January 25-27 and released today, found that 68 percent of consumers who posted a negative review of a company on a social site after a poor holiday shopping experience received a response from the retailer. Of those, 18 percent ended up making additional purchases and 33 percent replaced their negative comments with positive reviews.""While the results look positive on the surface, Suzy Meriwether, retail industry director at RightNow, has a different hypothesis. After speaking to numerous retailers at eTail 2011 last week in California, she believes that the 68 percent is result of retailers rushing into social. "Retailers realize that they have to take action so what they're doing is just throwing bodies at [social] with no structure and process around it," she said. (Added: 15-Mar-2011 Hits: 92 )
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: 117 )
Customer Service Meets Social Media: Best Practices for Engagement | CustomerThink - by Customer Think
Free whitepaper, required registration. As big a game changer as social media is, the basics for providing service still apply. You will have to adapt to not owning the channel and you'll need to redefine your agent's guidelines for engagement. Download to learn more social contact center best practices. (Added: 25-Nov-2009 Hits: 346 )
Social Media Measurement Should Focus on Outcomes, Not Output - by Shannon Paul
How are you working to shift the focus in your company from internal to external? From output to outcomes? (Added: 13-Jun-2010 Hits: 218 )
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