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.
Laurie Meacham, Leader of the Social Media and Customer Commitment Team at JetBlue Airways, joins the Social Pros Podcast this week to discuss the pros and cons of a remote team as well as the importance of passion in customer support and curiosity 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.
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 […]
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 […]
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 […]
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 […]
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 […]
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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 […]
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 […]
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 […]
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 […]