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
As customer service has moved at a rapid pace toward digital channels in place of the telephone, consumers are using more than just words to express their compliments and complaints. More and more, they are using emojis – just as if they were texting to a friend.
Haters gonna hate. The word “haters” wasn’t particularly common in the English lexicon until the late 1990s, and “haters gonna hate” first appeared in the lyrics of an R&B song in the year 2000. Today, the phrase is the source of countless memes and a recurring refrain in a popular Taylor Swift song. It’s almost become trendy to be a hater, and having haters is something of a badge of honor.
Once you’ve hired the right people to be the face of your social care program, it’s time to train them. This may overlap with existing customer service training in your organization, but there will need to be some added elements that are specific to social care.
Recently, Twitter announced several changes to how it calculates the number of characters in a tweet. Marketers rejoiced because they now have additional characters with which to include photos, videos, and polls. Twitter purists rejoiced because the platform kept its
No social care program can be successful without the right people interacting with your customers and prospects. The hiring of the front-line social care staff should be thoughtful, strategic, and intentional, as it will set up the rest of the program to be able to scale in the future.