Twitter Users Say “Respond to My Complaint!”
October 20, 2011 | By admin+ | No Comments
Only 33% of people who submit complaints on Twitter get a response. Why do so many companies struggle with customer service online?
October 20, 2011 | By admin+ | No Comments
Only 33% of people who submit complaints on Twitter get a response. Why do so many companies struggle with customer service online?
June 20, 2011 | By admin+ | No Comments
Whether it’s rising premiums or denied claims, the industry has had its share of bad PR. Yet on Socialnomics, Dana Losavio, new media communications specialist at Blue Cross and Blue Shield of North Carolina (BCBSNC), shares how her company employs social media strategy to tap into the voice of the customer.
March 1, 2011 | By admin+ | No Comments
By now most businesses are convinced that social media can longer be seen as a teenager driven fad. Not only are businesses convinced, most are in some way participating with a Facebook page, Twitter profile, LinkedIn page, etc. So everyone is out there, posting links, status updates, Tweeting, sharing, liking, etc. however, is it bringing […]
February 28, 2011 | By admin+ | No Comments
Consumer sentiment in February was at a three-year high, says a survey from Thomson Reuters/University of Michigan. It won’t help you decide how much of that new product to manufacture or how you can increase brand market share.
February 4, 2011 | By admin+ | No Comments
It might seem so 1999, but the message board was one of the most successful social media tools in 2010, reports Cynthia Boris at Marketing Pilgrim. The University of Massachusetts Dartmouth Center for Marketing Research found that 93% of Inc. 500 firms who used the old-school platform reported it a success—compared to the 85% who reported they’d had success with Facebook.
October 12, 2010 | By admin+ | No Comments
It turns out online reviewers weren’t as dazzled by this washer. And it wasn’t just one or two bad reviews. It was a litany that included consistent complaints about the washer shredding clothes or the company’s poor customer service.
September 21, 2010 | By admin+ | No Comments
Put the social in your social network strategy
August 3, 2010 | By admin+ | No Comments
In a few weeks, the Madison Avenue gang of merry swindlers, partiers, and philanderers will once again grace television screens in the series Mad Men. Protagonist Don Draper is famous (or infamous) for delivering platitudes on human nature. One of his most frequently quoted lines is: “Advertising is based on one thing: happiness.”
July 20, 2010 | By admin+ | One Comment
From “United breaks guitars” to Comcast’s team of Twitter monitors, blogs abound with stories of how the voice of the customer (VOC) impacts the service component for everyone from mom-and-pop shops to Fortune 500 firms. Yet the truth is that the voice of the customer affects so much more than how a brand handles complaints. Here’s how online listening and VOC improve other critical business functions…
June 7, 2010 | By admin+ | No Comments
It doesn’t matter if your company is Fortune 500 bound or a bitty backstreet bakery, any businessperson paying one iota of attention to the world knows that companies small to large are using social media to access the powerful voice of the customer (VOC). While many tap into Facebook, Twitter, Orkut and other networks to create exceptional customer service experiences, there’s another bottom-line building part of social media strategy: product development. Check out these two ways to leverage social media:
