Social Media ROI
228 results
of 21
Posted: 02/11/2016

Investments in Social Media have breached the billion-dollar threshold. For key decision-makers, there are urgent questions that need intelligent answers: Are we tracking social media? How? How do we build our Facebook brand? Is anyone reading our messages from Twitter? How quickly do we reply?
 
The consequences of failure to get into the Full Content »
Posted: 02/11/2016

Customers don't buy a product or service in a vacuum; they buy it as part of a total experience. And, in a tough economy, buyers hold on to their money more tightly, and for longer, as they make difficult choices about if, where, and when they will spend it. As a result, when customers have a great experience, the chances of them re Full Content »
Posted: 02/11/2016
More and more customers turn to Facebook, Twitter and their favorite web destinations to discuss both positive and negative service issues and discover other customers who can help. Companies are learning how to optimize these channels and foster community interaction to help solve customer complaints faster. Full Content »
Posted: 02/11/2016

Customers are increasingly turning to social media to air their service issues - especially when they feel companies could give a tweet about them through other channels. In the process, your service reputation is now out in the open for everyone to see. But some companies are leading the charge to use services like Twitter, Facebook, and virtual Full Content »
Posted: 02/11/2016

New Data on Consumer Behavior Shatters the Hype Over Facebook and Twitter



As investment into social CRM moves towards the billion-dollar threshold, customer service representatives simply cannot afford to ignore a pressing question:  Does the hype and focus placed on social media translate into real business value?

A  sobering Full Content »
Contributor: call center week
Posted: 06/04/2015
The Impact of Social Media on Customer Service

In this guide, Impact of Social Media on Customer Service, Plantronics took a closer look into how social media is being used as a new channel for customer service and how Facebook, Twitter and Youtube are being used by customers to engage with (or broadcast to) companies. What was once a one-to-one conversation now has the potential to become on Full Content »
Contributor: IQPC Editorial Team
Posted: 10/19/2014
IQPC Editorial Team

We asked six leading experts from companies such as Microsoft, Clorox and 3M what strategies they’re using to get the most out of social data. They were asked questions about measuring ROI, breaking down silos, talent and brand identity. The insight they share in this report will help you yield measurable impact from your social media effor Full Content »
Contributor: call center week
Posted: 10/01/2014
40 Ways That Companies Are Taking Advantage of Social Analytics
It is not enough to merely have a social presence. You need to strengthen your social media analysis in order to ensure that you’re proactively mastering the social world instead of being dragged along with it. Yes, social media can be used as a sales tool or as a means to improve brand recognition. But social media is also a powerful tool for supp Full Content »
Contributor: Mitchell Osak
Posted: 09/16/2013
Mitchell Osak
It just so happens my daughter was on to something. Much of Lady Gaga’s success can trace to her skill as a digital marketer; her approach holds many lessons for marketers looking to quickly build strong and compelling brands online. Full Content »
Contributor: Greg Levin
Posted: 09/11/2013
Greg Levin
When it comes to social customer care (providing service and support via social media channels), there are two key practices that contact centers must embrace: 1) monitoring; and 2) monitoring...No, I haven’t been drinking. Full Content »
Contributor: Brian Cantor
Posted: 07/24/2013
brian
In a pair of failed social customer care engagements, airlines United and American failed to provide service that would be viewed as personalized and customer-centric by anyone, let alone people whose experiences enjoy a higher-profile than those of the typical customer. Full Content »
228 results
of 21
Contributor:
Posted: 03/31/2013
PodcastImage
"If customers walked into a physical, retail environment, we simply would not ignore them indefinitely. Why would we do that in a virtual space?" The bad news for organizations hesitating to offer social customer care? Demand for support on social media is no longer a hypothetical, and organizations that fail to deliver on this crucial Full Podcast »
Contributor: call center week
Posted: 06/04/2015
The Impact of Social Media on Customer Service

In this guide, Impact of Social Media on Customer Service, Plantronics took a closer look into how social media is being used as a new channel for customer service and how Facebook, Twitter and Youtube are being used by customers to engage with (or broadcast to) companies. What was once a one-to-one conversation now has the potential to become on Full Whitepaper »