October 21, 2014 | By Carla Saavedra Kochalski+ | No Comments
As a brand, you’ve established a great marketing and engagement program on social, aiming to delight customers and boost brand awareness by sharing great content and replying with your wittiest remarks. But you’ve also discovered that your customers are starting to leverage social to get their questions answered and concerns heard, and now you need […]
October 3, 2014 | By Tshepiso Mogotsi+ | No Comments
The power of social media is evident in just how much people rely on it for customer service interactions. For most customers social media has become their digital call center. It’s a first resort for complaints and questions, yet some companies deflect these issues to their customer service team, which adds fuel to the fire and ultimately […]
August 1, 2014 | By Edmund Lee+ | No Comments
Have you ever heard the old saying, “bad news travels fast?” Even before social media, bad news always circulated with lightning-fast speed, but nowadays, it’s stunning how a company’s dirty laundry – usually in the form of a story of bad customer service – can travel to hundreds, thousands, and even millions of people. While […]
