28 Experts Predict the Future of Social Customer Care

Social media is the first marketing channel where customers can actually talk back. This is a new concept for traditional brand marketers, who are used to being able to completely control the brand message with TV and print advertising that

Twitter data

Study: Customer Service on Twitter Increases Revenue and Satisfaction

Twitter has once again proven that customer service is the new marketing. Following up on last year’s groundbreaking study which revealed that customers are willing spend more with airlines that respond to service inquiries on Twitter, the social media giant

Social Media Marketing World: Highlights from the New Customer Service Track

For the first time in its now four-year history, Social Media Marketing World introduced an entire track at its popular conference dedicated to Customer Service. Consisting of four unique individual sessions and two dynamic panel discussions, the Social Care Track

Social Media’s Impact on Customer Experience

Social media is increasingly becoming a larger piece of the Customer Experience (CX) puzzle, meaning that a brand’s actions on social – both marketing and service – greatly affect the overall public perception of the brand. How Social Media Is

Tale of 2 Sales

Why Two High-Ticket Sales Resulted In Two Very Different Experiences

This is a tale of two sales. Both are for big-ticket items, and both occurred after much research and comparison shopping. In one, the buyer has become a lifelong brand advocate; in the other, he has buyer’s remorse. What happened?…

Tracking Top Customer Service Companies in the Stock Market

It’s no secret that customer experience can positively affect the bottom line. After all, offering customers a consistently great experience increases brand loyalty, which can raise revenues—in the form of higher usage, customer retention, and referrals—and also reduce costs, in