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...

Using social customer care data to improve revenue

10 April 2017

Customer service data should be at the centre of your strategy and decision making whether you are a multi-national enterprise or a small business.  Social customer care data in particular can...

7 ways to deliver proactive social customer care

30 March 2017

Good customer care shouldn’t just happen when a customer has a complaint.  It also pays to engage and reach out to customers on social media when they’ve indirectly mentioned your brand or product...

Social Customer Service for Marketeers

23 March 2017

While Marketing Teams usually hold the social media purse strings, Customer Service Teams are the front line of customer engagement.  This infographic shows why closer collaboration between...

Why negative feedback on social media can be a positive for your business

07 March 2017

Brands engaging in social customer service can win on many fronts: lower cost to serve, improved satisfaction and increased customer loyalty.  But there will inevitably be times when you receive...

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