Posts Tagged ‘customer service’
Do you answer the social telephone?
This poll analysis was written by Jeremy Victor, president of Make Good Media and editor-in-chief of B2Bbloggers.com. For more of his writing, visit B2Bbloggers.com and follow him on Twitter and Google+. SmartPulse — our weekly nonscientific reader poll in SmartBrief on Social Media — tracks feedback from leading marketers about social media practices and issues. [...]
How to win a fight with a naked man and 5 other community-management techniques
In another life, I was manager at a gym. I wasn’t a trainer — I was in terrible shape back then — I just looked after the facility and the people who used it. I didn’t learn much about fitness during the three years I worked there, but it was a crash course in how [...]
How social media can improve CRM
This post is by David Spark, founder of brand journalism firm Spark Media Solutions, reporting at the CRM Evolution Conference on behalf of Zoho, makers of the Zoho office productivity suite, which includes Zoho CRM. “Ninety percent of all customer queries to customer service departments are just that, they’re queries. They’re not issues; They’re not [...]
How social media can save your business from a customer riot
When I was 15, someone tried to kill me for a piece of pizza. It was late August and I was working at a pizza stand at an amusement park. The temperature was almost 100 degrees and the line for food was so long I couldn’t see the end of it from my place at [...]
7 questions every social media strategy must be able to answer
It’s easy to get distracted by trivial social media arguments. Social media experts spend a lot of time hashing out old fights about the best tools and tactics for the same reasons some people can spend hours looking at new faucets or cabinet doors. The less important something is, the more fun it is to [...]
What Dell can teach your company about social media ROI
How is your company determining the return on investment for its social media programs? At the recent Corporate Social Media Summit in New York City, Richard Binhammer, Dell’s head of social media and corporate-reputation management, said the equation is a little more complicated than simply calculating money in and out. As social media programs evolve, [...]
Andy’s Answers: How Delta got started in social media with customer service
When Delta looked to get involved in social media, they faced an uphill battle. The existing conversation was overwhelmingly negative, and nobody out there was telling Delta’s side or helping their customers. Delta knew they’d have to build credibility to join the conversation, so Rachael Rensink, Jerry Fletcher and their team started with a focus on customer [...]
Are you responding to posts on social media sites?
SmartPulse — our weekly nonscientific reader poll in SmartBrief on Social Media — tracks feedback from leading marketers about social media practices and issues. Last week’s poll question: How often do you respond to comments about your business on social media sites? Frequently: 49.51% Never: 21.08% Rarely: 15.20% Sometimes: 14.22%
