Call Center Banner Stats

Social Media ROI
229 results
of 21
Posted:

Investments in Social Media have breached the billion-dollar threshold. For key decision-makers, there are urgent questions that need intelligent answers: Are we tracking social media? How? How do we build our Facebook brand? Is anyone reading our messages from Twitter? How quickly do we reply?
 
The consequences of failure to get into... Full Content »
Posted:

Customers don't buy a product or service in a vacuum; they buy it as part of a total experience. And, in a tough economy, buyers hold on to their money more tightly, and for longer, as they make difficult choices about if, where, and when they will spend it. As a result, when customers have a great experience, the chances of them... Full Content »
Posted:
More and more customers turn to Facebook, Twitter and their favorite web destinations to discuss both positive and negative service issues and discover other customers who can help. Companies are learning how to optimize these channels and foster community interaction to help solve customer complaints faster. Full Content »
Posted:

Customers are increasingly turning to social media to air their service issues - especially when they feel companies could give a tweet about them through other channels. In the process, your service reputation is now out in the open for everyone to see. But some companies are leading the charge to use services like Twitter, Facebook, and... Full Content »
Posted:

New Data on Consumer Behavior Shatters the Hype Over Facebook and Twitter



As investment into social CRM moves towards the billion-dollar threshold, customer service representatives simply cannot afford to ignore a pressing question:  Does the hype and focus placed on social media translate into real business value?

A  sobering... Full Content »
Contributor: Ashish Singru
Posted: Tue, 02/17/2009
Ashish Singru

Microsoft’s Ashish Singru knows a status quo marketing strategy is no longer effective. Evolved brands, which are effectively forging relationships with consumers, as well as creating relevant engaging messages and unique customer experiences, are abandoning the traditional broadcast model and are now dominating the Web 2.0 terrain.... Full Content »
Contributor: Tim Manners
Posted: Mon, 06/22/2009
Tim Manners

Tim Manners, author of Relevance: Making Stuff That Matters, has discovered the solution to the marketing "woes of many brands." Manners wants companies to stop worrying about demographics, fads and cutting-edge advertising and instead "focus on relevance." In this interview, Manners unearths the secret to making, marketing and selling relevant... Full Content »
Contributor: Blake Landau
Posted: Tue, 08/25/2009
Blake Landau

Social media has changed how we think about marketing.

Word of mouth has always been the most influential with regard to purchase decisions, but historically word of mouth was limited on how far it could travel. Today word of mouth can circulate around the world in a matter of minutes! Steve Latham, founder and CEO of Spur Interactive, knows... Full Content »
Contributor: Blake Landau
Posted: Tue, 08/25/2009
Blake Landau

Paul Greenberg is sometimes called the Godfather of CRM. Greenberg, author of the best-selling CRM at the Speed of Light: Essential Customer Strategies for the 21st Century, recently gave the keynote address at CRM magazine's annual CRM Evolution conference, and the sister magazine Speech Technology's annual SpeechTEK event. His speech, "Voice... Full Content »
Contributor: Blake Landau
Posted: Tue, 09/01/2009
Blake Landau

While Marriott’s former Senior Vice President for Strategic Planning and later as Senior Vice President for Customer Experience Development Roy Barnes is a big fan of process effectiveness and efficiency, Barnes is an even bigger fan of maintaining a balance between the four competing interests of financial results, customer delight, and... Full Content »
Contributor: Blake Landau
Posted: Wed, 09/02/2009
Blake Landau

Esteban Kolsky, Customer Experience researcher and consultant, and former head of eservice research at Gartner, attended the CRM Evolution conference in New York, August 24-26, 2009. Participating in some of the engaging debates on social CRM and customer experience, Kolsky has some very unorthodox ideas on CRM and the future of customer... Full Content »
229 results
of 21
Posted: Wed, 04/07/2010
Steering Social Media and Comcast Through A Customer Service Sea Change

Frank Eliason, Senior Director in National Care Operations for Comcast, is famous in his own right. Eliason has become the most recognizable social media customer service expert next to Tony Hsieh of Zappos. Eliason keynoted the 5th Annual IQPC Call Center Summit and spent some time with Call Center IQ before his session.

Social media has been Full Video »
Contributor: Blake Landau
Posted: Tue, 08/25/2009
PodcastImage
Social media has changed how we think about marketing. Word of mouth has always been the most influential with regard to purchase decisions, but historically word of mouth was limited on how far it could travel. Today word of mouth can circulate around the world in a matter of minutes! Steve Latham, founder and CEO of Spur Interactive, knows Full Podcast »