Archive for customer engagement – Page 2

Brands need to improve Customer Service l

How a Tweet Got Action (Finally) From a Social Care Rep

A utility can run but it can’t hide from a disgruntled customer. Actually, utilities are hiding in plain sight on social media networks. According to Nielsen’s The State of Social Media Report, customers are increasingly turning to social networks for customer support, or as Nielsen calls it, “social care.” I can attest that this approach can work, when other communications channels — like calling customer service on a phone — break down.

Twitter to the Rescue

Just recently a good friend and business colleague moved to another house just a few miles from where he had lived before. It seemed simple enough to have his phone and cable service move with him.

But, no. AT&T became his only option for phone service and Cablevision waffled on whether it could supply service to the location where he now lived.

After getting the run-around from various phone reps, he called me to vent. Being a social media aficionado, I told him I’d check to see if AT&T had a customer service account on Twitter.

Voila, they did, @attcustomercare. Below is my tweet stream that resulted in AT&T calling him and fixing his problem. Score one for social media and AT&T!

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Inc. 500

Marketing Taking Over Social Media Function in Inc. 500

An interview with Dr. Nora Ganim Barnes, a Chancellor Professor of Marketing and Director of the Center for Marketing Research at the University of Massachusetts Dartmouth. The Center recently released its 6th Annual Benchmark Study of the Inc. 500

Based on your Inc. 500 study what are you finding that’s changing in social media?

It appears that the Inc. 500 are settling in and getting comfortable with their social media efforts. They are looking for tools that help move their companies forward and are considering social media measurement, ROI and future investments in these new communications strategies. Read More→

Use Mobile Technology to Engage Your Customers, or Bye-Bye

stanna johnson of Qwaya mobile viewing of Facebook

Stanna Johnson

Anyone who came of age in the late 1980s and early 1990s can remember the time when bulky cellular phones only existed in the upper echelons of society, and computers were box-shaped, white, and played games like Oregon Trail and Minesweeper.

Nobody could have predicted the explosion of digital devices today. There are even watches with Internet connectivity. The cell phones, tablets and laptops used for mobile web browsing are incredibly sleek, lightweight and compact.

Some 5.2 billion people own mobile devices with access to the Internet.  So, if you aren’t using mobile technology you are missing an opportunity to engage and sell to your target audiences. Read More→

10 Tips to Build Your Business and Improve Customer Satisfaction

"Richard Shapiro, President, The Center for Client Retention"

Richard Shapiro, President, The Center for Client Retention

National Customer Service Week is being celebrated from October 3-7. I have a question: are you delivering the best customer service you can? That is the key ingredient to generating repeat business, increasing customer satisfaction, and building your company.

A company’s front line employees can be an organization’s “secret” competitive advantage to securing repeat business.

Too many companies don’t understand that while delivering excellent customer service is the key ingredient for repeat business, it’s that special personal relationship between customer and employee that provides the link between customer satisfaction and customer retention.

The service delivered by front line employees must be viewed as the first step in the journey of loyalty. Your employees can be your most effective brand advocates.

10 Tips for Generating Repeat Business

1. Make sure that every one of your front line associates is capable of making a good first impression. Positive or negative opinions are formed within the first 10 seconds. You never have a second opportunity to make a warm and welcoming first impression. Read More→