Social media has changed customer service from being a support function to being an extension of marketing.
How Can Banks Use Social Media to Improve Customer Service? - Truebridge, Inc | Truebri... - 0 views
How to Integrate Customer Service Into Social Media Marketing | ClickZ - 1 views
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Social media has changed customer service from being a support function to being an extension of marketing.
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Social media has changed customer service from being a support function to being an extension of marketing.
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States 12 ways social media enhances customer service. Helpful for M11 Q1.
Utilizing Social Media for Customer Service | Social Media Today - 1 views
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In today’s competitive landscape customer service is more important than ever, and a company’s reputation for satisfying clients has never been so vulnerable. Social Media platforms such as Twitter, Facebook, and LinkedIn can level the playing field enabling businesses of all sizes to interact directly with customers like never before.
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The voice of the consumer has never been more powerful, or influential, and has potential to spread virally in an instant. Reacting quickly can often quell negative comments and amplify positive ones. Over 58% of tweeters who have tweeted about a bad experience, have never received a response from the offending company.
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Companies now have the option to not only take a phone call, but take a Tweet or a Facebook post, drill down into it, see who wrote it, and respond accordingly. Of course don’t expect social media to replace you customer service department, but instead look for it to increase your overall customer satisfaction.
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Very helpful
Social Media Customer Service is a Failure! Brian Solis - 0 views
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It all starts with trust
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Stories are the most powerful way to create & reinforce change
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Human connections are against the grain for many businesses, but imperative for social media success
Customer Support the Social Network Way - Social CRM Blog | CRMSocialMedia.com - 0 views
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Consumers are more connected than ever before. Information is viral and moves at the speed of fingers and thumbs over keyboards and keypads around the world. One customer service misstep is instantly broadcasted to potentially thousands of followers, friends, blog readers, and fellow BlackBerry users.
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Does Your Business have a Social CRM Plan? Social CRM applications put the technology in your hands to explore what people are discussing online. As a business owner or salesperson, you can use this information to develop leads that are laser-targeted, prepare campaigns that will deliver solid results, communicate with your potential audience, and develop new products and technologies that consumers are actually asking for.
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Do you have a plan for putting this into place? Do you have the tools to gather and analyze the mountains of data that’s available to you through social networks? Do you know what to do with this information once you’ve collected it? Proper planning is vital to delivering adequate customer support through social networking.
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great stuff for m11
Make social media part of customer support ops: Expert - Page 1 - Information Architecture - 0 views
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Currently, the infrastructure is just not built to accommodate social media, which leads to inconsistent information being dispensed to customers about a product or service. But, Herrell said that doesn’t mean business leaders are unaware of the value social media can play in improving customer relations because there is definitely an awareness out there.
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this is good for the LinkedIn question if you haven't done it yet
Social Media Support Services as Part of Brand Experience Management - 0 views
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helpful for M11 in general
3 Reasons why you should provide Customer Support on Social Media | Social Media Today - 1 views
Social Media and Customer Service | BBB Consumer News and Opinion Blog - 0 views
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Includes an example for M11 Q3
Is Social Media Customer Service Too Challenging? - 0 views
Case Study #2: How Lenovo Implemented Customer Service Social Media Best Practices | Fo... - 0 views
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details on how Lenovo accomplished their social media goals!
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they realized customers were talking about their products on 3rd party forums like notebookreview.com and thinkpads.com.
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They felt left out of these important customer conversations. To remedy that, they took ownership and lead the customer social media interactions
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A case study of how Lenovo used Social Media to help with their customer service practices. A good example for the M11 LinkedIn question.
Five Challenges Social Media Will Bring to Business - David Armano - Harvard Business R... - 0 views
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So where does it live? Is it a department? Do organizations hire a "Chief Social Officer" much like they would a Chief Technology Officer?
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companies are going to have to upgrade their HR protocols, as well as legal. And it's likely to be a never-ending process as new technologies continually hit the scene.
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Organizations will not only need to update guidelines but actually train their people who may be leveraging social technologies for work. Customer service in particular comes to mind.
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Doesn't give a specific case study, but is a good starter point for the LinkedIn question this week for M11
Seven Tools for Your 2012 Marketing and Communication Plans - 0 views
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Not for an assignment, but this article offers some interesting predictions for 2010 and things to consider for social media marketing
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