Social Customer Service Isn’t Exactly New

Guys, people are using social media to get airlines (and other companies) to more quickly respond to their complaints and The New York Times is on it. To be fair, there are some good points in the story about the state of how airlines are handling customer complaints, conversations and comments on social media. But…… Continue reading Social Customer Service Isn’t Exactly New

Forrester Wants Tap To Be a Brand Feedback Platform

Last week Forrester, the well-known research and analysis company, launched Tap, a new app centered around customer feedback on companies, brands and products. People leave short, Twitter-style posts with positive or negative comments or questions and the companies can respond appropriately. There’s no lack of outlets for the average mobile user to share their commentary…… Continue reading Forrester Wants Tap To Be a Brand Feedback Platform

Sprout Social Quantifies the Call-Out Culture

Sprout Social is out with a new report on what it calls “Call-Out Culture,” the tendency of people these days to use social media to use social media platforms to air their complaints, bad experiences and other grievances involving brands. As always, there are a number of interesting points made throughout the report but a…… Continue reading Sprout Social Quantifies the Call-Out Culture

Twitter Adds Customer Service Features

Twitter has introduced new features designed to make handling customer service issues directly on the platform a bit easier for all involved. A new setting on profiles will allow them to show users whether or not the account handles customer service feedback and if so what those support hours are, the latter to better set…… Continue reading Twitter Adds Customer Service Features

Social Customer Care Should Narrow the Focus

The latest from me on Voce Nation: The perception, as we’ve noted before, is that every content program should be engaging with 100% of the replies, mentions and comments coming in from customers. And, as we’ve noted before, this expectation remains utter and complete malarkey. That reality was reinforced by a representative from LinkedIn (a…… Continue reading Social Customer Care Should Narrow the Focus

Most people don’t mind brands listening to their conversations

The majority of those responding to a recent survey by J.D. Power & Associates say they don’t mind brands listening in on the social media conversations being had about those brands. The study found that most of those between 45 and 54 were aware brands were monitoring what was being said, while many young people…… Continue reading Most people don’t mind brands listening to their conversations

People see their social media opinion as important

A new survey predictably shows that people think the opinions they share with or about brands on social media are super-important: Brand-connected consumers do appear confident that their voices are seen and valued. Roughly 8 in 10 believe that brands see their posts on social network pages and review sites, and a similar proportion believe…… Continue reading People see their social media opinion as important