How to Keep Customers Coming Back
Businesses always try to woo customers with impeccable customer service during the buying cycle — be it early, mid or late. But what happens after all your efforts pay off and the customer buys from you? What happens after the payment clears, and you’ve sent the invoice? Most companies put their focus back on new customer acquisition and…
Are You Ready to Handle Social Customer Service Rants?
We’re currently having a very hot summer in Italy. Many people are complaining about it but, even if temperature became cooler, I’m sure that some of them would simply switch to another topic. Like it or not, some people just like complaining. However, when it comes to social customer service, you have to deal effectively also with…
How to Ignite Trust with Social Customer Service
This week I’ve written a lot. I mean, as a blogger, I write everyday. But in the last few days, I did some extra as a contributor, and that makes me always happy. In fact whenever we’re asked to take part in someone else’s project – provided we find it interesting – we feel very…
Bridge the Relationship Gap with Social Customer Service
Communication is not easy by nature and you may think that social networks make things complicated. As for customer service, it is difficult to be effective when we try to convey our message, since communication is not math and that’s for sure. Nevertheless it’s not a mission impossible and the good news is that, if…
7 Steps to Avoid Social Customer Service Pitfalls
Business is like health; as long as we have it we tend to take it for granted. Only when something seems off, do we suddenly re-evaluate our vital routines. The fear of missing what we really care about is an alarm bell that should awaken our minds. As for business, negative events that may occur are…
How To Turn Social Customer Service Issues Into Assets
Delivering excellent customer service via social networks is not childs play. You need to re-think and adapt procedures in order to integrate social customer service into your organization. Smart companies are determined to face and overcome such challenges because they believe we’ve entered a brand new customer service era, so they want to be perceived as pioneers.…
Exceptional Social Customer Service is a Differentiator
Most companies have a multi-channel online presence, with their websites, blogs and social networks. But that’s not enough! In 2015 the online arena has become so crowded, that brands must have an effective online strategy to be successful. They have to be: Properly positioned –> SEO-optimized in order to reach your target audience. Noticed –> conveying a unique and…
The Social Customer Service Era
How did we get to this point? I mean, why do people prefer online independent reviews rather than brands ads? The harsh truth is that… Advertising is no longer credible Wait a moment, don’t shoot the piano player! Advertising is essential to promote your products and services, but it is no longer credible; it’s just…
The Importance of Customer Experience in Social Media
Did you know that according to a study performed by Maritz and Evolve 24 that more than 70 percent of customer-service complaints made on Twitter go unanswered? That’s right, ignored. Either blatantly or by mere ignorance and neglect of the company, customers are ignored and when that happens it has a snowball effect that many…
Build Communities that Convert – Here’s How – Part 1
Sometimes I forget just how long I’ve been managing online communities. Whether it was my guild in Everquest, the OSU Dodgeball Club on Myspace, the numerous Facebook pages I created in college, or the massive brand pages I currently admin. I’ve been around long enough to see just how much social communication has evolved. Through…
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