In this video I interview Frank Eliason regarding the connection between customer service and social media. Frank is now Senior Vice President of Social Media at Citigroup and is also known for his previous role at Comcast.
Frank is a pioneer in using social media for customer service and in this video he talks about what has changed over the last few years. He also shares tips for companies to improve customer support.
You’ll find more takeaways below. Be sure to leave your comments after you watch the video.
The cost-effectiveness of social media has vaulted it to the top of the list of tools used to improve customer retention. But how do you measure whether social media is affecting your ability to keep customers?
Salesforce is the dominant customer resource management (CRM) system, and according to the company, it’s used by more than 77,000 businesses.
In response to the increasingly social nature of the web and the need for collaboration, Salesforce has introduced a social and collaborative function for its users called “Chatter.”
One of the key benefits of social media (that’s rarely discussed) is its ability to resolve doubt and confusion among fence-sitters.
Yes, your prospective customers are likely confused and possibly uncertain.
During my 15 years of website strategy and usability work (before I went all “social media” on you), I tried very hard to live by the two-click rule—answering the most common questions customers have about your business on your site within two clicks.
Social media has many uses—from making contacts to performing customer service—but driving quality traffic to your site is Twitter’s secret weapon. The big question is this: How can we get more of that lovely attention we crave?
As my recent poll shows, generating incoming traffic is the number-one need that people have right now, and for good reason. Traffic translates into:
- Attention, engagement, conversation and recognition
- Spreading your message far and wide
- Prospects and subscriber opt-ins
- Customers, increased sales and leads
- Media and interviews, which lead to more attention
… and last but not least, an ego boost.
In a previous article here I mentioned the many benefits of Twitter for your business. Now here are seven key points you need to know if you want to get more targeted traffic from Twitter:
The team at Social Media Examiner recently received a real gold mine of social media insight. It’s a mega report recently released by MarketingProfs called, “The State of Social Media Marketing.” This massive report highlights social media usage, strategy and predictions for 2010. And this article will bring you a small look at some of the findings from this content-rich report.
By the way, MarketingProfs used a three-tiered approach to craft this study, including consulting with a panel of social media experts, surveying more than 5,000 MarketingProfs readers and asking comScore to mine its panel data. This approach adds greater integrity and scope to the overall results.
It’s hard to find a business participating in social media that isn’t doing something on Facebook. In fact, “I want a Facebook fan page,” has replaced, “I want a company blog,” as the single most heard request from clients in the social media world these days. With 350 million accounts and growing, it’s no wonder.
Facebook is one of my favorite places to recommend for businesses for a lot of reasons. The primary one is that Facebook offers almost of all the various social media tools that companies can apply to their brand.
Facebook allows you to participate without having to spend time or money on your own website. Still, few companies are using Facebook well. One example of a business doing it right is Ernst & Young Human Resources effort (brilliant). But for every good Facebook presence there’s a brand page we like to call a “campground.” Not because lots of people hang out there, but because all you hear when you visit is crickets.
To give you a leg up on getting smart with Facebook, here are five facebook-only strategies for business success.