Social Media

How does Social Media Boost Customer Experience?

Those of us who are in leadership understand how important the customer experience is and the potential ripple effect that can take place due to a satisfied or unsatisfied customer. Today’s business environment is full of tough competitors. Offering an excellent customer experience is an effective way to compete in the market and stand out amongst competitors as a valued brand to do business with.

How Can You Benefit Your Call Center Operations with Social Media?

Managing call center operations can be a challenging role in today’s highly social and digital environment. Comments, downvotes, unlikes, and there are many other trends for showing dissatisfaction with a company. Unfortunately, most traditional call center operations are not equipped to handle the growing and evolving criticisms from social media platforms and networks. However, to …

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The Social Enabled Call Center: How to Create a Social Media Call Center (Part 2)

In my last blog post, we defined what a Social Enabled Call Center is, a call center using social media platforms to effectively interact with their customers.  We also looked at a couple of ways to enhance the customer experience within the Social Media call center. Hiring customer centric people and increasing response times across …

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How Social Media and Customer Service Can Work Together to Provide a Better Customer Experience

Customers are becoming more active in the online space for a variety of reasons such as shopping, social & business networking, online transactions, researching products or services, and booking travel. With consumers increasingly engaged online, their expectations on receiving instant and quality customer services at various touch points has also risen. Online retailers are finding …

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Push Marketing to Pull Marketing Through Social Media Acquisition

Selling your products or services requires regular and consistent communication with your customers. In the traditional model, push marketing was the preferred mode of communication as it focuses on putting the product in front of the customer, for example through advertisement placement on primetime television and billboards. Pull marketing on the other hand focuses on …

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Five Reasons to Integrate Social Media Into Your Larger Marketing Strategy

In the old days, marketing was all about one-way communication with consumers via advertisements, newsletters, and hard calls to action. Now, with the advent of social platforms and live chat services, consumers expect to be able to communicate with brands in a much more transparent and immediate way. If the social strategy isn’t part of …

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