Events best practice: Creating a hive of social media activity

Following on from Adam’s blog ‘From Monaco With Love’, and whilst I’m still buzzing from the excitement of managing the social media conversations around the IBM #SmarterCommerce Global Summit last week, I’d like to share some of the key learnings and insights the team garnered during our time in Monaco. Each and every event is…

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Top 5 blog posts of 2012… and more!

2012 has been a thrilling year in the world of social media, and we’ve been busy keeping up with the rapidity of changes as and when they happen. As the year draws to a close we’ve chosen the top 5 blog posts of 2012. 1. Afraid of your competitor’s social media activity? A whopping 85%…

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The State of Social Customer Service

Social customer service is no longer an innovative concept; for most, particularly the big names, it is now an integral part of customer service operations. The question being asked is no longer ‘Does your business handle customer complaints via social media?’ – it is “How well are you performing? What is your typical response rate?’…

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The 4 golden rules of Twitter customer service

Twitter provides great opportunities for businesses to establish effective and engaging communication with their customers. But how should companies go about doing it? Here are some useful principles to follow. 1. Problem acknowledgement and quick apology Customers value honest communication.  The quicker you apologise and acknowledge the problem, the better.   2. Immediate response Be…

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The rise of the social customer

This year more than ever, the issue of social customer service is front and centre in the minds of customer service leaders. Many major companies are left with more questions than answers on how to implement, strategise and budget. It’s a common question, but why should a company bother with social media customer service? It’s…

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Listen and learn: how to rise above a social customer crisis

With an increasing number of consumers – and particularly those under the age of 25 –  expecting customer service through social media channels, brands have a new and highly visible opportunity to turn negative sentiment into public and positive advocacy. Successful social customer service, however, treads a fine line; if the brand takes too long,…

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How social media is changing the landscape of social media

We love this recent infographic from the guys Our Social Times. With more than 57% of consumers searching online to solve customer service issues, it’s an area that just can’t be ignored.   If you would like to find out more about the way social media is reshaping the relationship between customers and brands, then immediate…

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Three considerations before exploring social customer service

A few weeks ago Econsultancy reported that just 11% of retailers use social media channels to respond to customers; while 81% of businesses use the channels for marketing purposes. Pair this with the fact that 46% of consumers expect great customer service online, not to mention 78% of consumers as reported by Parature, believe social media will…

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