Jay Baer spotlights the 5 reasons brands are shifting focus away from social media marketing and toward social customer service.
After a humorous customer complaint, Tesco’s support team didn’t miss a beat, firing back an equally silly (and noteworthy) response.
What Southwest did right and wrong during their massive computer outage and subsequent social media crisis. 6 lessons and letter grades for each, from Jay Baer.
How fast do customers want you to be in social media when responding to complaints? New research provides the answer.
Many businesses choose to not answer customer complaints – especially online – because they are offended, believe the customer is lying, or take it personally. This is a colossal blunder, says Jay Baer.
If you’re reading this, you probably had little doubt about the power of the populace – armed with social media – to profoundly impact the behavior of companies. But, if you had even a scintilla of suspicion that it wasn’t true, it should have evaporated this week based on these two events. You Gotta Fight […]
Moments of greatness often come when we least expect it. Especially when travel and flight delays are involved. I recently found myself in a situation where an international flight delay meant that I would miss my connection. While normally not a big deal, my “bright idea” of maximizing my holiday in London meant that my […]
It’s time to recalibrate your expectations about customer complaints. 57% of Americans will have a smartphone this year, meaning that the majority of your customers (and in some industries, the vast majority) now possess two things, at all times, in their pants: Access to almost the entirety of the world’s knowledge Several different mechanisms to […]
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As we learned a few months ago in a recent release of The Social Habit (a social media research project that Jay is working on with Tom Webster, Mark Schaefer, and Jason Falls), customers have high expectations of brands using social to address customer service issue. In fact, 42% of customers expect a response time of […]
Twitter is the new channel all brands should be using to provide customer support. It allows you to provide near real-time support on a social platform, making your services more accessible and allowing other consumers to see that you are a customer-centric brand. However, it is important to monitor your performance for this channel in […]
Guest post by Chris Hall an interactive content specialist at Off Madison Ave who specializes in writing for humans, not robots. It’s 11PM and the world around you is getting ready for bed. As a mobile obsessive, you instinctually check your Facebook, Twitter and all the rest of your social media accounts while you brush […]