Meet your new power team: social media managers and customer service representatives! This team of experts can drastically change how your company handles customer care on the highest level. Did you know 70% of Americans prefer going on social media for help instead of making a direct phone call? No more waiting on hold listening to elevator music. Along with rising social media usage, more companies are beginning to take action. In fact, so much so, budgets for social media managers are growing to meet the demand. Clearly, your power team of social media and customer service is then able to respond to the good, the bad and the very, very loud complaints.
What will the post-advertising apocalypse look like for marketers? Not as scary as you may think. Advertising is not dead. It’s just changing. And with or without advertising, here’s how you can survive.
Sentiment data is a growing metric for marketing departments. The positive, negative, or neutral conversations happening around your brand can help you understand buying propensity (among other things). But what about sales? Sentiment data can also be used for things like better targeting and social selling. Here are a few unique ways you can start using sentiment data for better targeting and sales.
While price will likely be a decision-making factor for consumers, customer care is quickly climbing the ranks. Providing customer service alone isn’t enough. For one, customer service is reactive and the connected consumer expects a rewarding experience at every turn. Secondly, customer care efforts must be proactive to create a loyal customer base. Here’s how to make customer support a top priority and futureproof your brand or business.
We have a few corporate clients who insist on being buttoned up on social media. That means no humor, no witty banter, and certainly no emoji usage. At first glance, you can understand why corporate brands may take this stance. But guess what? Being buttoned up on social may be costing you BIG TIME.