Turning Customer Support Into Customer Success

What does excellent customer service mean to you?

  • Quality
  • Connection
  • Speed
  • Solved Problems
  • Satisfied Customers

Let’s face it, at some point in time your company is going to make a mistake, and I guarantee that won’t be the one thing that ends it all. However, how your team handles that mistake will determine what happens next.

A customer service department run by chatbots, never ending phone calls, unanswered emails, and employees who constantly have to ask what they can or can’t do is not going to cut it.

A customer success team that is equipt with the information and tools needed to understand the customer and answer questions, who are encouraged to problem solve and create connections is what you need.

So, which team are you currently running? Continue reading “Turning Customer Support Into Customer Success”

5 Lies About Social Media Marketing

Can you imagine the world without social media?

Social media has made a very permanent place in our everyday life, marketing strategies, and budgets so it’s important that we don’t feel led on or have unrealistic expectations of what can happen when we take our marketing efforts to a social platform.

Below are five common traps marketers fall into when using social media. Continue reading “5 Lies About Social Media Marketing”

Is Filtering Online Trolls A Good Idea?

The first step in deciding what to do with a troll is being able to identify them correctly.  Many businesses use social media as another way to connect with consumers and field customer service type needs. Which means complaints might get posted on you Wall and just because a customer is unhappy does not make them a troll.

Continue reading “Is Filtering Online Trolls A Good Idea?”

What Messaging Apps Are Telling Marketers

The future of social apps is in messaging. When you think about the recent announcement from Snapchat, regarding their shift to become an all-inclusive communication app to the eruption of dating apps like Bumble and Tinder it is clear we are using our mobile devices to communicate but it’s not with a phone number and it can’t always be seen in a Newsfeed, it is however through messaging. Continue reading “What Messaging Apps Are Telling Marketers”

How To Get 3.5 Times More Engagement On Social

The secret to more, better quality engagement is addressing consumer concerns on social. According to SocialBakers, brands who respond to at least 65% of audience questions on Facebook and/or Twitter receive 3.5 times more interactions than brands who respond less than that. For an industry so focused on engagement you think we would already have a handle on this but the lack of quality customer care on social is shocking.

Continue reading “How To Get 3.5 Times More Engagement On Social”