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Latest "Social Media" Posts

Just last week I attended Social Media Marketing World in San Diego. So, what does a social media marketing conference have to do with customer service? Plenty!

It’s been said that customer service is the new marketing. If that is true – and it is – then social media customer service is the updated version of that. And, if you’ve been following my work, you’ve heard me talk or write about how social media is a viable way to deliver amazing customer service. Regardless of the customer interacting with you in person, on your website or through social media channels, the experience should be one that brings the customer back, and more important, gets the customer to talk about you to their friends and colleagues. Continue reading

Matt WilbanksMatt Wilbanks on How to Provide
Better Social Media Customer Care

Shep speaks with Matt Wilbanks, CEO and co-founder of HelpSocial, about providing a better social customer care experience. Matt shares his past experiences as a member of Rackspace Hosting’s social customer care team and how these experiences helped him find the need to create HelpSocial.  They discuss social customer service (social care) and how automated intelligence can help create better support in all channels. Social care isn’t a fad. It is a trend that is forever changing how customers interact with companies they do business with.
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Dan Gingiss on How to Leverage Social Media to Create a Better Customer Experience

Shep Hyken discusses social customer care with Dan Gingiss, head of digital marketing for a Fortune 100 healthcare company, expert on social media & social customer care, and co-host of the “Focus on Customer Service” podcast. Dan shares his thoughts on the impact that social media is having on customer service and provides tips on how to deliver a better customer experience by using social media. There is a convergence of social media, marketing and customer service, and you can’t avoid integrating the three. So, don’t miss out on some expert advice from a social media and marketing guru!

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Jeff Lesser Talks about Improving Customer Service with Twitter

Shep Hyken speaks with Twitter’s Senior Marketing Manager, Jeff Lesser, about  how to use Twitter for customer service. More and more customers are posting comments and questions for companies on Twitter. It is becoming a viable customer service channel as an alternative to email and the phone. Jeff shares several best practices and new tools that Twitter has created especially for customer service. They discuss how social media has greatly impacted customer service interactions between the customer and businesses, and how you can use this to your advantage. Don’t miss out on Jeff’s expert advice on how to improve customer service using Twitter!

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This week on our Friends on Friday guest blog post my colleague, Jay Baer writes about how customer complaints are an opportunity for you to turn complainers into advocates of your business. In Jay’s new book, “Hug Your Haters: How to Embrace Complaints and Keep Your Customers,” he explains his “hug your haters” concept and why you should respond to customers in every channel. – Shep Hyken Continue reading