Kimarie shares how Wells Fargo uses Twitter to improve customer support. You’ll also discover how she documents Twitter interactions to monitor customer sentiment and uses the data to develop a business case for social media investment.
Be sure to check out the takeaways below after you watch the video.
As Jeremiah Owyang states, “as internal and external demands mount, companies become mostly reactive, relegating themselves to a ‘Social Media Help Desk’.”
With strategy, planning and communication you can ensure that your company won’t be caught off guard. If the day hasn’t come yet when your social media team is thrust into fielding customer-service problems, it’s fair to say that it’s just a matter of time before they will be.
In this post, the seventh installment in the A-Z guides published here on Social Media Examiner, I’ll discuss the importance of developing an integrated social media and customer relationship management program for your company.
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: