Responsibility for Social Goes Beyond Content Teams
Your content team shouldn’t be the only ones managing your company’s social media accounts.
Why Messaging Is Your Customer’s Preferred Communication Channel [Webinar of the Week]
![Why Messaging Is Your Customer’s Preferred Communication Channel [Webinar of the Week]](https://www.convinceandconvert.com/wp-content/uploads/2017/02/forrerster_webinar_2017_chat-1024x580.png)
On Wednesday, March 1st, Ian Jacobs from Forrester will be delivering a fantastic webinar about why messaging is your customer’s preferred communication channel, and why including this channel among your customer experience touchpoints is a high returning investment for your business.
5 Reasons Social Customer Service Is Now a Critical Social Component
Jay Baer spotlights the 5 reasons brands are shifting focus away from social media marketing and toward social customer service.
5 Ways Socially Mature Brands Deliver Great Customer Experience
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 Loyal to Brands?
What makes customers stick by a product? A new survey of reveals the six most commonly-cited factors in customer loyalty.
How to Use Customer Service to Turn Hate Into Hilarity
Pret a Manger transformed one customer’s complaint into an opportunity to create a positive (and hilarious) experience.
Are You Overlooking the Most Valuable Real-Time Marketing Strategy?
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?
Social Customer Service is Now a 2-Headed Monster
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) Historically, brands have put more […]
42 Percent of Consumers Complaining in Social Media Expect 60 Minute Response Time
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 still time to subscribe to […]
Please Aggravate Me: Is Gamifying Customer Service a Reality
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 l–o–n–g line, are a few […]
Why Critics of Klout Are Missing the Big Picture
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 a post unveiling the flaws […]