The way brands connect with customers on social media has evolved over time. The four stages of social customer service adoption can be equated to the three ancient wise monkeys that see,Read More…
According to a new report analyzing restaurant chains’ social, Ben & Jerry’s is the best, despite its comparatively smaller size. What’s the brand doing right? Ben & Jerry’s has the best socialRead More…
It goes without saying that it’s important to respond to customers on social media. Far too many marketers don’t do it, but there are platforms that can help. Social customer care is aRead More…
As Facebook Messenger becomes more popular, it gives brands that many more methods – and that much more incentive – to connect with its millions of users. Messaging apps now provide extra benefitsRead More…
Eight years ago, Canadian musician Dave Carroll made a customer complaint about United Airlines, very public creating a YouTube video, United Breaks Guitars, and launching the first great social customer service #fail. Carroll was a singleRead More…
China is a key market for KLM Royal Dutch Airlines and it is engaging specialized CRM tools on its WeChat account to engage them for customer service. After implementing a tool thatRead More…
Brands engaging with consumers in customer support forums or on social platforms like Facebook must fact check all content before sharing in order to retain credibility. We’ve all done it; you seeRead More…