How Customer Service can Devastate Your Social Media Plans

Social Pros with Peter Shankman

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.

Listen Smarter: How to Balance Proactive and Reactive Listening on Social

Frank Eliason

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 the highlights and tweetable moments, […]

How Scotts Uses Social Media for Maximum Customer Support

Beth Dockins

  Beth Dockins, Director of Customer Service for Scott’s Miracle-Gro, joins the Social Pros Podcast this week to discuss Scotts approach to social media customer service, social media “tribes”, and how the Scotts brand has evolved to becoming an informational and educational company for lawn and garden owners. Read on for some of the highlights […]

Social Business, Social Media Strategy, Social Media Staffing and Operations

How Social Media and Smartphones Breed a Petri Dish of Negativity

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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 […]

Community Management

How to Maximize Your Customer Service on Twitter

Customer Service Twitter Stats

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 […]

Social Pros 18 – Ike Pigott, Alabama Power

Most Important Social Network

This is Episode 18 of the Social Pros Podcast : Real People Doing Real Work in Social Media. This episode features Ike Pigott of Alabama Power. Read on for insights from Ike, and our Social Media Stat of the Week (this week: 16% of CEOs are active in social media). Listen Now Click the play button to listen here: […]

Digital Marketing, Guest Posts, Social Media Strategy, Integrated Marketing and Media, Social CRM

Why Social CRM Needs to Be Less About the Social and More About the Customers

Social CRM

Today’s guest post is by Kevin Troy Darling, Social Media Program Manager at iLinc Web Conferencing, who has been writing all his life, but only marketing pays. To paraphrase Tina Turner, we don’t need another acronym. The debate on Social CRM (sCRM) could easily become a distraction. We have many good tools at our disposal […]