Justin Flitter

Social Media Marketing By The Numbers #Infographic

new PSlideGallery2($('olxByfHrev'), , {"url_slug":"social-media-marketing-by-the-numbers-infogra-GJdoA","external_url":"http://blog.hubspot.com/blog/tabid/6307/bid/8594/Social-Media-Marketing-By-The-Numbers-Infographic.aspx?source=Blog_Email_","showDownload":true}); via blog.hubspot.com Here's the latest snapshot of the Social Media industry in 2010....

Director of Conversations – Get people talking

I've seen many different job titles for community managers or social media managers over the last year but there is one that strikes a cord with me. Whether it's personal or for a business engaging through social networks is about conversations. You're either responding to...

When someone blogs about a negative Customer Experience what should you do?

Over the last few months I have blogged about poor customer experiences I have had with several retailers and sports stadiums. The responses were interesting. Some made me sit back and think "well these guys are on to it" and others left a lot...

Participation vs The Fire Starter

Twitter is predominately an engagement platform. It's like you're having a relationship with 1,000's of people all at once, you listen then engage. Sometimes you engage then listen and sometimes you just put something out there without engaging or thinking or listening just to...

FaceTime could improve your #custserv

With new technology like Apples FaceTime (iPhone 4, new iPod touch or Mac) staff at the Starwood Hotels and Resorts can add a personal touch to their customer experience. "We find customers enjoy seeing the person behind the voice," said Mike English, vice president Customer...

How to handle customer complaints on social media #video

I'd love to have a beer with Frank Eliason. He articulates the issues and points so well. "Be friendly" is a key takeaway for me. Frank Eliason, founder of Comcast Cares and current VP of social media at Citi, explains why empathy and speed are critical...

10 interesting #custserv and Social Media Stats

93% of social media users believe a company should have a presence in social media. 85% of which believe that the company should interact with their customers 51% of active Twitter users follow companies, brands or products on social networks 78% of consumers trust peer…

Project 1 for 2011: Blog Distribution

Being a Social Media Manager is a bit like fishing. We're always trying to cast our net wider and further to extend the reach of our brand and thought leadership. I'm constantly looking for networks and opportunities to reach out to and create new conversations...

The 5 most annoying #custserv greetings

When you're in store browsing products the sales staff should greet you, make you feel welcome and start to build rapport. First impressions last so how the relationship begins is fundamental to your overall customer experience "Are you alright?" - The question suggests you must…

10 tips to get better #custserv in 2011

You're a customer, a consumer. For any business you represent an opportunity. But when employees let the side down with poor service your experience suffers and the business loses valuable revenue. This year I've decided I'm going to be more proactive in store to put...

What’s the difference between Customer Service?

When Customer Service is such a hot topic and one of the most widely discussed business issues of recent time why are so many companies not doing more to improve? Most business owners don't care and any improvements are hard to measure. If the business...

Where does Common Courtesy go in #custserv?

Customer acknowledgement is the first step in great customer service.  When a customer walks up to the counter, greet them, even if you are busy with something or someone else.  When a customer calls you, even if you have an IVR system answer the call, and then…

Customer Service Scripts and the Mickey Mouse effect

Anyone who's working in the Customer Service or Support industry for any length of time has either written or read a call script. Call scripts enable the agent to read aloud over the phone while following a process decision tree depending on what the customer...

How easy is it to do business with you?

It's not about what Social Media can do for your business. It's about what your business can do with Social Media. Social Media makes doing business easier. Well it should and here's why. - Multi-channel touch points: Traditionally you've had a physical location, a phone…

Can you teach staff to care?

Sure your staff all want the job, the income and training but do they really care about your business? Your staff might even be passionate about delivering a great customer experience. But when something goes a little wrong do they really care enough to go...

Seriously, do people really care about #custserv?

In todays Sideswipe in The New Zealand Herald there are a couple of customer service stories that make you cringe.  Are business really thinking? Do brands really care about the customer experience or is human error letting your side down? The first story is about…

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