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19 April, 2012
Published by John M Perez in Customer Experience Best Practices, Social CRM Solutions
8 Ways to Offer Better Customer Service on FacebookThe Customer Experience Series is presented by Webtrends , helping brands acquire, engage, nurture and optimize Facebook fans. Get the Social Media Marketing Playbook, a guide for maximizing returns. Download now . Customers know that the squeaky wheel gets the grease, and web-savvy customers know that Facebook [...]
27 March, 2012
Published by John M Perez in Blog, Social CRM Solutions
According to a recent article by Stella Service on Retail Facebook Customer Service, retail companies are still struggling with supporting customers on Facebook. According to their article, “Of the 20 retailers measured, five failed to respond to a question posted on their wall within two days. Meanwhile, seven retailers removed the question from their wall, [...]
16 March, 2012
Published by John M Perez in Blog, Contact Center, Infographics, Social CRM Solutions
An excellent info graphic released today by Our Social Times. Some key data points from the study are: 15 percent of 16-24 year olds prefer to interact with customer service on social media instead of any other method? 71 percent say that the first thing they do when they have a problem with a product [...]
3 February, 2012
Published by John M Perez in Blog, Social CRM Solutions
Consumers today have used social media as a key strategy for getting their customer service issues resolved with brands. A recent study commissioned by RightNow and Harris Interactive reported that after a poor customer experience, more than 25 percent (26%) of U.S. adults expressed frustration by posting a negative comment on a social networking site [...]
17 January, 2012
Published by John M Perez in Infographics, Social CRM Solutions
62% of Consumers use Social Media for Customer Service. The Retail Industry experiences the highest adoption in consumers using Social Media for Customer Service. 76% of consumers would likely use Social for service if they better understood the tools available to them. Image originally posted on Zengage, The Zendesk Blog
16 January, 2012
Published by John M Perez in Blog, Social CRM Solutions
Social CRM is a very hot but unclear topic in the industry today. Here are perspectives from experts on what Social CRM means. 21 experts show and tell how they define Social CRMPosted on January 15, 2012 by Rob Petersen Social CRM represents an important marketing milestone because it combines social marketing and science. Social [...]
12 January, 2012
Published by John M Perez in Blog, Social CRM Solutions
A recent article by the New York Times talked about recent research by Javelin Strategy & Research reveals that Banks are struggling to support customers on Twitter primarily. Javelin examined nearly 5,500 Twitter messages sent by three big banks — Bank of America, Wells Fargo and Citigroup — in response to messages received during a crucial [...]
4 November, 2011
Published by John M Perez in Blog, Infographics, Social CRM Solutions
A recent survey conducted by BillingViews (www.billingviews.com) found that 87 percent of tech-savvy consumers would not buy anything through Facebook. The info graphic which can be downloaded here, has interesting data points and comments from the panel as follows: “I pay bills online, but I don’t trust Facebook. “I’m not too trusting of Facebook yet. ”I [...]
1 November, 2011
Published by John M Perez in Infographics, Social & Knowledge Best Practices, Social CRM Solutions
As organization’s strive to keep their customers as competition increases, we are starting to witness a shift from the current tactics to keep customers like outbound email campaigns to engaging customers on social. Particularly in the Travel Industry, Social is a popular engagement platform with frequent fliers and travelers alike. According to the info graphic [...]
13 September, 2011
Published by John M Perez in General, Social CRM Solutions
In the world of providing Social Customer Service to your customers, there is no one size fits all approach to implementing the right strategy for supporting customers over social media in your business. But if I had to pick 3 essential Social Support practices that are directly correlated to boosting your customers satisfaction, there are [...]
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Recent Comments
Great list. IKEA has begun to publish videos to aid frustrated home-furniture bu...
Great post here!...
This is a very interesting concept. If companies aren't doing so already, they ...
Sounds great. I'd be really interested in the social media presentation as I thi...
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