A recent study by business process outsourcing company Sitel Group uncovered a startling statistic about the relationship between customer experience and social media. It found that while 30% of consumers who have had a negative customer experience say they would share it on social media or
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
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.
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.
Although it is, at its essence, a marketing conference, the annual Social Media Marketing World gathering in San Diego is constantly adapting in step with the ever-changing world of social media. In 2016, the conference organizers added a Customer Service