How to evolve and improve your social customer service

14 July 2017

Earlier in the week Sentiment joined UKCCF to host a special social media seminar designed to help businesses improve the performance of their social customer care programme. Leading brands such...

4 steps to successful social customer care deployment

05 July 2017

With increasing numbers of customers turning to social channels such as Facebook and Twitter for customer service enquiries, brands need to be ready to support and assist.  It's not enough just to...

7 essential social customer engagement features retailers need

13 June 2017

Customers are increasingly using social media in the purchasing process.  They use it to inform their buying decisions and they use it to seek assistance if they have an enquiry or an issue.  In...

Think global, act local: How retailers can improve social customer engagement

05 June 2017

In a global economy, brands need to be able to support customers on social media who speak a number of languages and ensure they have the right resources to effectively manage interactions in...

5 ways retailers can use social media to improve customer service

24 May 2017

Competition is fierce in the retail sector and businesses need to create meaningful service differences to survive and thrive.  Price competition is no longer enough, the service experience must...

5 steps to improve social customer service

18 May 2017

Recent statistics show providing high quality social customer care is linked to improved customer satisfaction and retention.

Customers expect a fast, friendly and efficient response across...

10 key social customer care statistics you need to know

12 May 2017

Customer service is the new marketing. It’s not just about winning new customers, but also about retaining existing ones and customer service is a key component of the decision to stay or go.

Case study: How the Caravan and Motorhome Club found the road to successful social customer care

08 May 2017

The Caravan and Motorhome Club is the UK’s leading club for caravan, motorhome and trailer tent owners.  The forward-thinking brand wanted to expand its social customer care programme and sought a...

How to maximise the productivity of your social customer care team

03 May 2017

Organisations often have to balance multiple objectives; how to maximise customer satisfaction and increase revenue while also reducing the cost to serve. Increasing complexity and disparate...

How to secure executive buy-in for your social customer care strategy

25 April 2017

Businesses need a robust strategic approach to setting up and evolving customer care on social channels. To secure senior buy-in you need a plan with longevity which is aligned with your strategic...

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