Social media was created with the idea of dialogue in mind, so it’s not surprising that more and more users choose it as the main channel of communication with brands.According to a study by J.D. Power, 67 percent of consumers have used a company’s social media site for servicing; therefore, having a social customer support strategy is not just a matter of preference, it’s a must.Successful businesses meet their customers where they are, and there is a very high chance that they are on social media, trying to contact your company.Nevertheless, social media customer care is oftentimes overlooked and neglected.Many businesses leave handling complaints on social media to social media managers, which may lead to throwing a client in the “I’ll-pass-you-to-our-customer-service” hell cycle.There’s nothing inherently bad in letting your social media team manage customer service on social, but they will need some training to be able to manage customer … [Read more...] about A Complete Guide to Social Media Customer Service
J brand customer service
“We wanted to provide an easy way to use the Internet to build furniture,” says Smart Furniture President and CEO T.J. Gentle, “And, we wanted our customer experience to be simple and fun.” Now with more than 120 luxury furniture brands available, Smart Furniture’s primary customers are highly educated, 24 to 36-year-olds with median household incomes of $110k. They are savvy when it comes to technology and belong to the what Nielsen defines as the “Young Digerati” demographic. Before taking on the role of CEO, Gentle served as Smart Furniture’s VP of operations where he was tasked with finding reliable vendors that had the infrastructure to support Smart Furniture’s needs, while delivering the level of quality Smart Furniture’s customers expected from a luxury brand. “Working in operations, I learned that being able to please customers means meeting or exceeding their expectations,” says Gentle. Gentle believes … [Read more...] about What It Takes To Sell Luxury Online: 5 Questions With Smart Furniture CEO T.J. Gentle
Now, that’s harsh. But let’s face it, digital has rocked our world. Technology has not only changed the buying power of consumers; it’s changed what they want, think and expect. Customers value significant, in-the-moment brand experiences as much as, if not more than, products or services. This requires CMOs to think beyond traditional marketing functions and consider the broader business’s role in creating genuine, relevant interactions at pivotal moments throughout the entire customer relationship. If they don’t, they risk losing customers and brand revenue. Each year, companies lose $41 billion due to bad customer experiences. And that puts CMOs at risk for losing their jobs as well. As digital disruption has taken hold over the past few years, business leaders have tasked CMOs with strategizing plans and processes to drive better customer experiences — and better outcomes — using digital data and insights. Now, the C-suite wants to see … [Read more...] about 3 ways CMOs can win the hearts of customers — and CEOs
Move over JC Penney. Another brand is getting attention over buying links, this time Dun & Bradstreet Credibility Corporation. Today’s news is less news and more a reminder of lessons that SEO companies, clients and publishers all need to keep in mind, to avoid trouble. Josh Davis drew attention to the DBCC situation in his post today, documenting how after receiving three link requests from the same person, he finally followed up, only to be pitched on placing a link from one of his articles to the DBCC site in return for $30 per month. What’s Dun & Bradstreet — the nearly 200-year-old Fortune 500 company that brokers information about people and companies for business decisions — doing buying links? It’s not. DBCC was spun-off from D&B in 2010 and is a privately-held company, providing credit solutions to small businesses, with a license to use the D&B brand. That DBCC isn’t a Fortune 500 company takes some of the “wow” … [Read more...] about What Can We Learn From The Latest Brand To Be Called Out For Paid Links?
I was excited to interview John J Curtis, the SEO Manager at Walgreens about omni-channel marketing and why broad terms just aren’t working anymore. John is speaking at our next marketing conference, SEJ Summit Chicago, which is this Wednesday! If you can make it, we still have a few FREE tickets available for our Chicago event, courtesy of our partner, Searchmetrics. Request an invite! #PROTIP: Because our content is enterprise-focused, if you are a consultant but work with big, enterprise brands, mention them in your job title/company when requesting an invite. Without further adieu, here’s my interview with John. 1. Your speech at SEJ Summit will cover using omni-channel marketing, which can seem far too complicated for many brands. Can you give us the top three benefits of using omni-channel marketing? The important thing to remember is that your customer will be omni-channel. Ensuring your products and services are properly communicated and available across channels … [Read more...] about 5 Answers on Omni-Channel Marketing With John J Curtis of Walgreens