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Paolo Fabrizio

The Secret Recipe For Successful Social Customer Service

Customer Service recipe

Every December we see a proliferation of articles with predictions for the following year. The funny thing is that you can get some of them until February! Anyway don’t worry because this post is NOT one of those. I’m inviting you to focus on the present in order to take advantage of it. In fact, when it…


Shelly Kramer

6 Key Metrics for Measuring B2B Social Media ROI

Metrics for Social Media ROI

Another in our “Great Articles You may have missed” series. This is a subject we all need to know more about but perhaps tend to steer clear of. Surely though, a metrics article about Social Media ROI is too good to pass up? Key Metrics for Measuring B2B Social Media ROI Social media has become…


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Paolo Fabrizio

How To Use Empathy In Social Customer Service

Empathy

Convincing a reluctant prospect to become your customer or an existing one to remain is not that easy; if you want to have chances to be successful, you have to provide them with great reasons. Actually you need to spur their emotional side with one of the most powerful triggers in customer service — empathy.  Every…


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Paolo Fabrizio

The Link Between Social, Customer Service and Sales

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If I had to sum up the impact of social media on business with just one word, I’d call it a r-evolution; it describes perfectly the digital tsunami that affected marketing, sales and customer service. Consumers have become more and more inclined to ‘tweet on brands doors‘ rather than pick up the phone and make a…


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Jennifer Hanford

Are You Ready to Create a Storefront on Facebook?

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Get ready online store owners…online shoppers may soon be looking for your store – on Facebook. Although Facebook storefronts are not entirely new, Facebook is currently working on improving and enhancing the shopping experience for users on its platform. According to a recent article on SocialTimes, Facebook is testing mini e-commerce shops on select pages,…


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Jennifer Hanford

Using Social Media Listening Enhances Business Conversations

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Truth: everyone has opinions. We all possess a certain need for having conversations with others about those opinions. At the same time, we also hope that someone is listening and hearing about whatever is on our minds. Social media has become that open forum for many of us. And, as business owners, we can –…


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Albert Qian

How to SMAC the Competition

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B2B SMBs have seen a lot happen in their industry over the past decade. First, came the rise of social, then the invasion of mobile, followed by the arrival of cloud and ultimately the incorporation of analytics in all this. For major Fortune 500 companies, this has been a boon for innovation. Hardware companies like…


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Raymond Morin

Generation C: The Social Benefit of Baby Boomers

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With increasing frequency, we hear and read that in the social networks, it is better to focus on the quality of relationships, rather than relying solely on the number of friends and followers. And by investing in more sustainable relationships, we obtain a better ROI with social media. However, in the current context, the baby…


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Jan Gordon

Followers: Quality Trumps Quantity. Here’s Why

quality-vs-quantity

By Mike Allton There’s a grand misconception among business owners and social media users that follower counts are extremely important. Too much talk and emphasis is placed on how so-and-so has one million followers. The reality is that after a point, none of that matters. It’s true that a new business Twitter account that has…


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Artem Welker

Why People do not Choose What Content They Consume

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 The Illusion of Choice People believe that it is purely their choice, when they determine what to do, where to go, what kind of information to consume. Is it? Not really. It started thousands of years ago and continues to this day, – most of people’s actions are under the influence of their reference groups.…


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