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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: 226 )
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: 311 )
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: 481 )
The 4 Fail Whales of Social Media Marketing - by Lauren McKay
Three of the biggest names in social media research spoke at the Web 2.0 Expo at the Moscone Center here Wednesday morning on the topic of -- you guessed it -- social media. Forrester analyst Jeremiah Owyang, Altimeter Group's founder Charlene Li, and Peter Kim, an enterprise social-technology researcher, all once worked together at Forrester, but they shared a stage for the first time during their "Why Social Media Marketing Fails" panel. The analysts outlined four key reasons why social media marketing often fails to deliver and also proposed solutions for strengthening social initiatives. (Added: 18-Sep-2011 Hits: 207 )
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: 240 )
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: 196 )
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: 113 )
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: 187 )
Customer Service in Social Media - by Liana Evans
Investing in social media conversations is very resource-intensive. However, conversing with the audience in a genuine manner, not with predefined marketing messages, can have great rewards. ""There are no written rules or guidebooks when it comes to participating in social media. Several industry experts say it's a lot like the golden rule: "Do unto others as you would have them do unto you." While that's a great rule of thumb about how to act and participate in social media, it's a lot more about "giving without expectations." ""Companies need to give without expectations when entering into conversations in this space. It's no longer about who's controlling the messaging and marketing in any particular space. The most important thing that is forgotten when it comes to social media marketing: it's a learning process. (Added: 13-Dec-2009 Hits: 307 )
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: 345 )
The Fallacy of Social Media Customer Service - by Justin Kownacki
Ever since Comcast changed the game of online customer service, companies have been scouring Twitter, Facebook and the rest of the web, eager to ferret out bad customer experiences and turn those consumerist frowns upside down."But why? (Added: 13-Dec-2009 Hits: 363 )
Social Media: nightmare or gift for customer service? - by Martin Meyer-Gossner
With 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: 483 )
Dissatisfied Consumers Vehemently Broadcast Their Discontent - by Anna Papachristos
A brief summary of how customers use social media to complain about companies, but once again, the logical flaw is that it is assumed that those complaints are read, and acted on. They aren't. At least not much. (Added: 18-Nov-2011 Hits: 196 )
Can I help you? On Twitter, the answer is no. - (1) - FORTUNE - by na
We put customer service to the test at companies from Zappos to Delta to Bank of America, asking for help over Twitter, on the phone, and on the web. The results were surprising. (Added: 14-Feb-2011 Hits: 212 )
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