Managing Customer Expectations in the Age of Real-Time Response
Monday, May 24, 2010 | 8 Comments
Tags: scrm
Posted in: Social Media, social CRM
7 Reasons Why Social Media Presents Great Opportunity for Customer Service
Friday, May 21, 2010 | 8 Comments
Tags: Customer service, customer service strategies, Guest Blogger, social media strategies
Posted in: Customer service, Guest Blogger
Customer service is inherently social. When you take away all the bells and whistles, it is and always has simply been a conversation between a company and its customers. Now that social media is a key location for social interaction in general, it follows that customer service inevitably has to have a presence there as [...]
Reactivating and Retaining Customers Through Social Channels
Thursday, May 20, 2010 | 8 Comments
Tags: scrm
Posted in: Social Media, social CRM
Massing large amounts of fans or followers is pointless if you cannot service your current community or entice them to remain interested and have ongoing engagement with your organization. Your company must be just as smart and strategic about your online participation as it is about traditional customer service and offline engagement channels. While online behavior [...]
Four Must-Have Components of an Online Customer Response Strategy
Tuesday, May 18, 2010 | 14 Comments
Tags: customer engagement, Customer service, social media strategy
Posted in: Customer service
For all the talk about social-media-for-customer-service case studies, the very basic question of, “OK, so how could this work for my business?” often remains unanswered. Jumping on Twitter and beginning to answer questions may seem like a great thing to do, but there is a necessary amount of thought and planning that must happen before [...]
Radian6 Community Series: Listening, Engagement, And Intent
Monday, May 17, 2010 | 17 Comments
Tags: community mangagement, engagement, listening and monitoring, social media operations, social phone
Posted in: Community, Customer service, Listening, Social Media, Social Media Monitoring
As a community team, we have a rather methodical approach to how we connect with and engage with our customers online. We refer to all of these conversations as “answering the social phone”, and we approach our engagement with that in mind. There are several pieces to that, including how we organize our process and [...]
May's Radian6 eBook Available in eReader Format
Friday, May 14, 2010 | 4 Comments
Tags: Radian6 ebooks
Posted in: Uncategorized
We’re continually listening for feedback from our community, and we work hard to make sure the requests and suggestions you send us are thoroughly considered and worked into our game plan when possible. Some of those requests take a bit more time to fulfill, but there are a few we can put into action fairly [...]
Customer Service is the New Marketing
Thursday, May 13, 2010 | 17 Comments
Tags: customer experience, Customer relationship management, Customer service, Marketing
Posted in: Customer service, Marketing
If actions speak louder than words, then it’s no surprise that customer service is playing a larger and larger role in peoples’ buying decisions. Today’s marketplace is packed with redundant products and services, so we turn to big-picture differentiators, like brand reputation and buying experience, to help us make purchasing decisions. This is also part [...]
H&R Block Preps for Company-Wide Social Media Outreach
Monday, May 10, 2010 | 13 Comments
Tags: H&R Block, H&R Block social media team, radian6 customers
Posted in: Clients & Customers
There’s nothing quite like tax time to set people on edge; not only do we potentially have to shell out money to our government, but it’s a slightly nerve-wracking process making sure our paperwork is filled out and filed properly (let alone figuring out what tax laws apply to us). We all feel the pain [...]
Social Customer Support Delivers Strong ROI
Friday, May 7, 2010 | 2 Comments
Tags: Customer service, Paul Dunay, social customer support
Posted in: Customer service
In a recent poll by the TSIA of firms using social media, 68% of companies said they don’t know or can’t measure the ROI of social media. That’s a real shame, and if that’s the case for you, I would argue that you are focusing your social media efforts in the wrong place. There are [...]
May on the Radian6 Blog: Customer Service In The Age of Social Media
Wednesday, May 5, 2010 | Add a Comment
Tags: Customer relationship management, Customer service, social CRM, Social Media
Posted in: Customer service, Social Media, social CRM
How’d April treat you? Did you get all you needed from us last month to get started creating some serious change in your organization? As always, if you want more, let us know — take a browse through the April ebook again, and let us know if you’ve got any questions or would like some [...]
