Social media has become customers’ go-to channel for voicing feedback and complaints. Here’s how your brand can meet them there.
What makes customers stick by a product? A new survey of reveals the six most commonly-cited factors in customer loyalty.
Dan Gingiss, Director of Digital Customer Experience & Social Media at Discover, joins the Social Pros Podcast this week to discuss what it’s like to lead the way in social customer service, how his social team forms partnerships with other businesses, and how their content strategy has changed over the years.
Nick Cicero, Director of Client Strategy at Expion and co-host of the Social Pros Podcast, joins us today to discuss his experience onboarding new clients and training current ones, the power of long-term partnerships, his experiences working in countless industries, and what big businesses need to remember to succeed in social media.
Peter Shankman – entrepreneur, author, and consultant – joins the Social Pros Podcast this week to discuss the essentials of social media customer service, including managing social media presence, balancing marketing and customer service, and empowering employees to make a difference.
Real-time marketing is not just about one-off timely delights – it’s about ongoing service to your customers. Why not make 2014 the year that your company excelled at social customer service?
Becky Carroll, Director of Social Media Strategy at PwC Consulting, joins the Social Pros Podcast this week to discuss the impact of trust (or lack of trust) on consumer behavior, how social can improve a customer’s experience of a brand, and social media’s newest maturity level. Please Support Our Sponsors […]
Frank Eliason, author of the new book At Your Service and Director of Global Social Media for Citi, joins the Social Pros Podcast this week to discuss crafting a cohesive social strategy for a global corporation, relying on the instincts of his team, and listening smarter. Read on for some of […]
In this edition of The Baer Facts, I talk with Kyle Lacy of ExactTarget about customers using Facebook more and more as a customer service channel. Interesting new research from Social Bakers uncovers an important finding: The volume of questions posted on Facebook has increased 26% in 6 months. (tweet this) […]
In just a couple of weeks, I’ll be launching (along with Jason Falls, Mark Schaefer, Tom Webster, and our partners at Edison Research) the newest edition of The Social Habit. Landmark, legitimate research into how social media is used, and by whom. I’ve seen the raw data, and it’s a mind-blower. There’s […]
This is Episode 21 of the Social Pros Podcast : Real People Doing Real Work in Social Media. This episode features Joe Stupp of Chipotle. Read on for insights from Joe and our Social Media Stat of the Week (this week: only 33% of people on social networking sites follow a company or a brand on social media sites).
This is Episode 9 of the Social Pros Podcast : Real People Doing Real Work in Social Media. This episode features Christopher S. Penn, the Director of Inbound Marketing for enterprise email company WhatCounts. Read on for insights from Chris, and Eric’s Social Media Stat of the Week (this week: social […]
Lisa Loeffler (@LisaMLoeffler) is Research & Analysis Lead at Convince & Convert. She is also founder and principal of Genuine Media, a marketing agency that helps clients build their individual and brand reputation through social media. We all know waiting on hold for-EV-ver on the phone, or standing in a […]
Other than signing book deals, the favorite sport of the social media punditry these days seems to be bashing Klout. The pugilists are plentiful, and appear to be trying to win a merit badge for dismissiveness. The most recent example was from B2B social media thinker Paul Gillin who wrote […]