All posts in Customer Service

Managing Negative Comments on Social Media

A study from J.D. Power found that 67% of consumers used social media for customer service issues. Unfortunately far too many brands regularly ignore comments from customers who took the time to reach out because they don’t have the time or resources to properly manage their channels or their community manager does not know how to properly address and engage with the customer.  (More)

Turning Customer Complaints into Customer Loyalty

” … for there is nothing either good or bad, but thinking makes it so.” ~ Hamlet quote (Act II, Sc. II) How do you handle negative comments? We get asked this question all the time, and it is a valid question. But businesses are asking the wrong question.  (More)

Is This the End of Your Social Media Love Affair?

Have you entered into a long-term relationship with social media? Are you starting to make plans for the future? Or have you recently begun to resent it – feeling chained down by the long lists of needs? Are you considering seeing other marketing strategies?  (More)

Small Businesses Anticipate Extra Happy Holidays

Small businesses have even more reason to celebrate over the holidays. Recent studies show an optimistic consensus for how SMBs will close out 2013  –  with 65 percent expecting this year’s revenues to exceed those of 2012. Learn how small businesses go about planning their holiday marketing strategies and what they’re doing to attract new customers this season.  (More)

Five Ways Retailers Can Use Social Media to Combat Showrooming

Consumers are changing the way they shop – this fact is not news to any of us. But to what extent are the latest consumer habits impacting retail revenue? McKinsey iConsumer Research reports 44 percent of shoppers use their mobile phones when shopping.  (More)

Digital RoundUp: Social Media in a Nutshell

Digital RoundUp: Sept 20, 2013

From when to post on social media to how it can help boost your customer service, this round up features our favourite social media infographics of the week. 1. Best Times to Post on Social Media
Explore more infographics like this one on the web’s largest information design community – Visually.  (More)

Using Social Media to Manage Your Customer Service

Social media has transformed the customer service experience for both businesses and consumers. Customers expect more from companies – they not only expect faster response times, but higher quality responses as well. Below are some key reasons why your brand should be responding to (both positive and negative) customer comments on social media.  (More)

This Isn’t Your Father’s (er… slightly older brother’s) Social Media Anymore

Social media is evolving at a rapid pace.  As the title of this blog implies, the utility and business value of social media has come a long way in just a few short years.   At the beginning (think all the way back to 2002 if you can) the first modern social networking services, such as Friendster, MySpace and LinkedIn, provided an opportunity for people to post pictures of kittens, and a forum for teenagers to gossip.  (More)

6 Ways Being a Social Business Will Bring Value to Your Company

1. Deeper Relationships

Use social media to connect with your audience and customers. Interact with them. Discover their needs/wants, and answer to these demands.

2. Greater Trust

According to the BrandFrog2012 CEO Survey, more than 82 per cent of respondents are likely or much more likely to trust a company whose CEO and team engage in social media.  (More)

What’s Your Conversation Style Online?

Different brands take different approaches in how they communicate online. It’s all about finding your voice. Your digital marketing style reflects your brand, but most importantly, it sets the tone for your audience. And since social media is all about connecting with fans and followers, you should be writing in the language of your customers when you communicate with them.  (More)