By Katie Morse
Thursday, August 12, 2010 | 5 Comments
Tags: comcast, Customer service, engagement, ford, red cross, scrm, social phone
Posted in: Customer service, Listening, social CRM
We’ve been talking a lot about various aspects of engagement over the past few weeks on the blog. Lauren Vargas wrote a great post about adding social aspects to your CRM strategy, and her point below really stuck out for me. Before adding social to the mix, you must ensure your organization has a sound infrastructure [...]
By Katie Morse
Thursday, August 5, 2010 | 7 Comments
Tags: customer engagement, Customer service, Jason Falls, Old Spice, social media engagement, social media marketing
Posted in: Customer service, Marketing, Social Media
It’s no big secret that the Old Spice campaign has been a success. News outlets and blogs including the Financial Post, AdWeek and Mashable covered it, thousands have tweeted about it (myself included), and millions have watched the videos posted on YouTube. I happened to stumble upon Jason Falls’ post while wandering across the Internet doing [...]
By Teresa Basich
Monday, July 12, 2010 | 3 Comments
Tags: Customer service, customer support, radian6, radian6 customer service
Posted in: Customer service, Social Media Monitoring
This introductory post was written by Nigel Orfei, Director, Customer Services for Radian6. Nigel will be contributing to this blog on a regular basis to share general best practices about managing customer service in the online social space, and he’ll be answering some of the common questions we receive from our clients about our platform, [...]
By Teresa Basich
Tuesday, June 1, 2010 | 8 Comments
Tags: customer engagement, Customer service, customer service strategies
Posted in: Customer service
Traditionally, the customer service department has been labeled as a cost center, pushing organizations to work endlessly to shorten call times, streamline customer responses, and do as much as possible to reduce the cost of a seemingly never-ending monetary black hole. In doing this, though, all personalization of company-customer contact has been stripped from interactions, [...]
By Molly Privratsky
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 [...]
By Katie Morse
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 [...]
By Teresa Basich
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 [...]
By Paul Dunay
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 [...]
By Teresa Basich
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 [...]
By Katie Morse
Wednesday, March 24, 2010 | 7 Comments
Tags: Community, Customer service, lead generation, Online Communities, social media measurement, social media metrics
Posted in: Community, Measurement and Metrics
Man, what a topic! Measuring the impact of your community on your business can sometimes be a tricky beast to tame. Each community is different, and each business may have a different purpose for measuring their community. Before you can truly begin to measure the impact of your community, a few items need to be [...]
