Social Customer Service
Martech Zone articles tagged social customer service:
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Social Media & Influencer Marketing
Douglas KarrFeb 19, 2024
How A Lack of Social Media Responsiveness is Destroying Your Customer Retention (and Acquisition)
We’ve written about the incredible growth of social media as a resource for consumers to handle customer service issues and that it’s become an expectation, not an option. Businesses are witnessing a seismic shift in customer service dynamics, with social media becoming the dominant platform for consumer-brand interactions. What’s disconcerting is that many of them are still ignoring the repercussions.…
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Social Media & Influencer Marketing
Douglas KarrMay 18, 2018
Are You Really A Social Media Consultant?
Last night I had the incredible opportunity to go to both meet and listen to three-time Indianapolis 500 winner, Helio Castroneves. I was the guest of co-host and performance coach David Gorsage, who asked if I would provide social media updates throughout the event. As I organized hashtags, followed sponsors, and got to know the VIPs in the room, one…
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Marketing Infographics
Douglas KarrAug 3, 2015
How a Lack of Social Response is Hurting Your Business
We’ve already quantified the business impact of poor customer service with regard to social media. What about simply responding? Did you know that 7 out of 8 social messages directed at brands go unanswered within 72 hours? Compound that with the fact there’s been a 21% increase in messages to brands globally (18% in the United States) and we’ve got…
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Marketing Infographics
Douglas KarrSep 13, 2014
12 Steps to Social Media Marketing Success
The folks at BIGEYE, a creative services agency, have put together this infographic to assist companies in developing a successful social media marketing strategy. I really love the breakout of the steps but I also empathize that many companies don’t have all the resources to accommodate the demands of a great social strategy. The return on building an audience into…
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Marketing Infographics
Douglas KarrJun 19, 2014
Social Customer Service for Marketeers
Customer service IS marketing. I’ll say it again… customer service IS marketing. Because the way you treat your customers is promoted on social media, ratings and reviews every single day, your customer service is no longer an indicator of customer satisfaction, retention or value. Your customers are now a key arm to all of your marketing efforts because they share…
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Marketing Infographics
Douglas KarrMay 12, 2014
Wealthy Customers Want Social Customer Care
A key social media marketing strategy must incorporate customer service. Many companies differentiate the two, but your customers don’t have any such separation. Once you’re social, they’re going to utilize this channel for questions, comments and complaints. The good news is that you can really show of your customer service skills in public, thereby marketing how well you do it…
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Marketing Infographics
Douglas KarrAug 6, 2013
10 Steps to Brilliant Social Customer Service
We’ve written about the growth of social customer service in the past, and we continue to push our clients in that direction. Social customer service is an expectation of your customers and a fantastic opportunity for your marketing efforts. What’s better than helping a customer in the public spotlight where everyone can see how great a company you are? The…