Social Media ROI

What are customers demanding? Better interactions – throughout the journey.They expect the business to provide fast, effortless, accurate resolutions on the very first contact, regardless of channel.H...

In this guide, Impact of Social Media on Customer Service, Plantronics took a closer look into how social media is being used as a new channel for customer service and how Facebook, Twitter and Yout...

We asked six leading experts from companies such as Microsoft, Clorox and 3M what strategies they’re using to get the most out of social data. They were asked questions about measuring ROI, br...

It is not enough to merely have a social presence. You need to strengthen your social media analysis in order to ensure that you’re proactively mastering the social world instead of being dragged alon...

The inspiration for this week’s column comes from my daughter. I was musing out loud about what to write in an upcoming column. While dancing to a YouTube video, she said, "Dad, why don&rsquo...

When it comes to social customer care (providing service and support via social media channels), there are two key practices that contact centers must embrace: 1) monitoring; and 2) monitoring. N...

Selfishness, though not an admirable trait, is an unavoidably human one. No matter how charitable and societally-conscious they might be in theory, in practice, virtually all people want the best p...

If you cannot identify how a potential new product or strategy benefits the customer, you have no business pursuing that initiative. Immediately scrap the plans, return to the drawing board, analy...

Social media marketing is a large and growing part of every company’s marketing budget and plan. Conventional wisdom says leveraging "influential" people like friends or celebrities can trigge...

"If customers walked into a physical, retail environment, we simply would not ignore them indefinitely. Why would we do that in a virtual space?" The bad news for organizations hesitating to offe...

A new report by Simply Measured reveals that only 30% of top brands maintain an active customer service handle on Twitter. Interestingly, the study spins this statistic as a positive sign that "mo...

Deploying winning social media programs is a top priority for most companies. While its early days with these initiatives, management being management still wants quantifiable value and ROI. How...