Social Media Strategy is the act of integrating social media channels (Twitter, Facebook, LinkedIn, etc) into your marketing and service plans to better identify, target and serve your customers.
So you use skills-based routing for your call center, but your organization doesn’t think it’s necessary to apply the same principles to social CRM to be successful? Sure, the marketing department may be responsible for promoting products and service offers online, but it’s a big stretch for them to handle complex customer service issues on […]
The CRM business has matured beyond simply gathering contact data to a more sophisticated approach to understanding customer needs, business issues, opportunities and competitive threats, said FirstRain CEO Penny Herscher. “What is happening in your customers’ ecosystems could affect your strategy in selling to them.”
Yet many companies are running scared due to social media. This […]
If your company is in denial of the importance of social media, beware the consequences. “If you aren’t at the table, you are on the menu,” says Alex Schott, the manager of social media and multimedia communications at Entergy, a Fortune 500 company headquartered in New Orleans, LA.
He’s not wrong. If you aren’t participating in […]
There’s something so interesting (and addictive) about social media. It makes even luddites feel tech-savvy; it’s hip and new, and, according to some customer experience experts, anyone who matters is doing it. And consumers’ social media activities extend well beyond updating their Facebook page or tweeting about their most recent customer service disaster. Customer service […]
With Facebook pages and Twitter handles and this, that and the other, is anyone even picking up the phone anymore to be served by one of your agents? You bet they are and what callers experience has been affected by your Social CRM.
Recently, I had to deal with a return and some customer service issues […]
As you may have noticed, we’ve been talking a lot this month about social media, and how it fits in with business intelligence and customer service. And that’s for good reason — more and more companies are trying to figure out how to navigate and take advantage of these (still relatively new) channels.
In response to […]
Companies are afraid of losing ‘control’ of their brand message. There are two parts to their fear. One, customers have the freedom to say whatever they want; and, two, that is only that message in the marketplace. You can see that in part two you as a person responsible for the brand message or customer […]
Social Media Customer Service (or Social Media Customer Care) is not customer service that supports how to use Social Media or answers what is Social Media. Social Media Customer Service is about customers being served and supported on social media platforms. To help clear up some of the confusion many will just shorten it to Social […]
Everyone is abuzz over the ‘new’ Big Data trend and while most companies are floundering to analyze the data they already have, not to mention the data they have yet to capture, some big brands are setting the bar of customer analytics excellence pretty high.
So what are these brands doing right? Have they identified the […]
Customers don’t really want to pick up the phone to call you. They would rather not deal with you at all. And if they have to deal with you, the first instinct is to go online to do so. In response to this social customer service trend, some companies dedicate specific handles or pages for […]
In business we frequently see a very reactive approach when it comes to customer complaints or comments. If someone tweets something about a product problem you may tweet them back to try and resolve it on a singular level. But shouldn’t you proactively tweet out a solution to your followers that may be experiencing the same issue but haven’t yet come to you with their comments?
Have you seen the proactive push versus the reaction to customer comments? Think about the mega super store that had a typo in the discount of their weekly coupon. They of course realized the mistake as soon as the coupon was printed in the paper because angry customers were calling the company’s call center to say that they were turned away.
Do damage control with those calling, of course, but it doesn’t end with instructing your agents about how to handle the affected callers. Take the negative customer sentiment and be proactive with a strategy to generate positive sentiment. Alert the frequent shoppers of the company with an email about the error, tweet about the issue and push the explanation and resolution out through social media channels. […]