Social Media

Today, smart and successful companies are using social media like Twitter, Google Plus and FaceBook to connect with their customers. Learn how your business can engage customers better, improve customer service and increase loyalty by using social media smarter.

Customer service conference: The Customer & Loyalty World Show

November 26, 2011

SCG:QI, an integrated business research company with expertise in analyzing customer perceptions in social and traditional media along with their global partners EmPower Research USA, will host a conference topic of “Enhancing Customer Service and Experience through Social Media Analysis ” at The Customer & Loyalty World Show in Dubai on 29th November 2011. The [...]

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Social Media Book Review: The Thank You Economy

November 24, 2011

My friend Jim Logan called me the other day. He was excited about a book he had just finished. It’s the latest book by Gary Vaynerchuck and it’s called: The Thank You Economy.  Some people think this book is about social media. And it is. But the reason Jim was so excited, and the reason [...]

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Don’t communicate. Conversate.

May 23, 2011

Our friends at Dictionary.com define the word communicate this way: To impart knowledge of; make known:  to communicate information This is something companies are very good at. They should be. Big companies have entire departments dedicated to communicating. They “impart information” and make their messages known on a grand scale. For decades, big business (and small business too) has spentvast amounts [...]

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Online review & customer feedback tip: Don’t leave customers hanging

May 8, 2011

by Kevin Stirtz Yo, dude, don’t leave me hanging Every day the Internet makes it easier for people to connect. Employees, customers, friends, family, neighbors…you name it. We have more technology than ever before that can help us reach out to people. If we choose to. And that’s a big problem for many businesses. They [...]

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Social media advice: Get real or go home

May 3, 2011

by Kevin Stirtz Chris Garrett wrote a post a while ago about being real vs. phony. Here’s what he says about real people: Real people rock. If anything, I would always rather meet an imperfect human being than a fake robot. Be proud to be you, mistakes and all. Too many companies hire and train robots [...]

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Social media tools to save you time

October 19, 2010

If you use social media to connect with your customers you probably have a similar lament as many of us. It takes a lot of time! But it’s important so we do it. The good news is, using social media platforms to engage your customers gets easier every day. And today, my friend, Paul Chaney, [...]

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Customer service jobs still growing. Is social media the cause?

April 1, 2010

Last month I wrote about an article that suggests social media is driving growth in customer service jobs.  While I haven’t decided if this is true, it does seem the customer service sector is seeing strong growth. Based on data from Indeed.com, there are 29% more customer service jobs available today than one month ago. [...]

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Smart companies make customer feedback easy and convenient

March 29, 2010

I’m sick and tired of surveys. I’m tired of being interrupted at home or in my office by the caller who expects 5-10 minutes of my time as a reward for interrupting me. I am sick of being stopped mid-bite in chain restaurants to complete a 100 question survey. And I really hate being told [...]

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Is social media driving Shamrock Shake surge?

March 17, 2010

In 2006, while writing an article for AllBusiness.com, I discovered Google had about 39,000 listings for the search: “Shamrock Shake”.  Today, the same search throws us 877,000 possibilities. That’s like the city of Muskogee, Oklahoma, growing to the size of Detroit in four years. There are over 200 videos about these fun, minty shakes. Roughly [...]

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Social media elevates the power of Nice

March 17, 2010

Today, Erik Qualman, at ClickZ, published his proposed list of social media thought leaders. It lays out his plan to create a crowd-sourced ranking of the most influential people in social media today. As I scanned the list of 32 contenders many of the names were familiar. Some more familiar than others. I counted at [...]

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Tiny shop uses Twitter to connect to one customer at a time

March 10, 2010

Often my conversations with people make me think we’re facing a growing technology divide. One group of my friends and colleagues are actively online and, for the most part, use social media like Twitter, FaceBook and LinkedIn. But others stare at me like I’m speaking in tongues when I talk about using these social media [...]

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Who’s Talking About YOUR Company?

March 8, 2010

About two-thirds of the times we write about a specific company, we get a comment or some sort of feedback from the company. Sometimes it’s an employee defending them. Sometimes it’s a PR person offering to help. Once in awhile it’s the CEO. No matter who responds, I’m always impressed. Because it means they’re listening [...]

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Customer Feedback is Easy and Free

March 8, 2010

If you want to deliver good great Amazing customer service, the first thing you need to know is what your customers want. Customer service is all about giving your customers the experience they want, in a way that’s sustainable for your organization. This sounds simple enough but it’s not as common as it should be. [...]

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Social media drives customer service job growth

March 2, 2010

After looking at the trend data yesterday from Indeed.com, I ran across a post that also referenced customer service jobs. This is from Heidi Miller at Spoken Communications who talks about customer service trends. She referred to a Forbes article in which Andrea Ayers explains why “… customer service jobs will grow and grow”. In [...]

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How to get amazing online reviews from your customers

February 24, 2010

More and more customers are going online before AND after they do business with a company. They’re getting smart about using online tools to make the best decision about who they do business with. To thrive in this new world of connected customers you need to do more than ever to make sure your customers [...]

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Social Media helps Dave Carroll tell his customer service story

February 5, 2010

In 2009, Dave Carroll (a professional musician from Nova Scotia, Canada) engaged a massive worldwide audience to share his customer service story about United Airlines. Using YouTube.com to deliver his message, he wrote and performed a song that has made an impact.  Some people estimate 100 million people saw his video. You see, United Airline [...]

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