How to Keep Client (Member) Rants from Going Viral
By Ryan Holmes via The Wall Street Journal
Here are a few stats that might keep customer service managers up at night. According to a recent Nielsen survey, more than half of all U.S. consumers now turn to social media to air questions and complaints about products and services. Meanwhile, Oracle reports 81 percent of Twitter users expect a same-day response to their queries. Whether your business is a startup scrambling to build a customer base or an enterprise-level company with tens of thousands of clients, dealing with consumers online is a new – and daunting – challenge.
Frontline support teams remain critical, but customer service in the social media era needs to be radically decentralized. In other words, it’s essential that all employees become the eyes and ears of an organization on social media.
Optimize your social media management with these new tools
By Maddie Grant via Social Fish blog
Here’s a quick roundup of some new (or new to me, I know some have been around a while) social media sites or tools I have been checking out lately, in no particular order. Would love to hear if you’ve come across anything new and interesting for optimizing your social media monitoring, presence or management.
- Demographics Pro
- And more ...
By Jamie Notter via Jamie Notter blog
Conventional wisdom says it is. Heck, I kind of agree. This is why we pay people the big bucks, right? They have to make the tough strategic calls that make or break an organization. While that certainly makes sense, there seems to be a downside, given the research I just read done by Mike Tobias up at Mercanix, a very cool technology company in Toronto. By the way, the numbers change dramatically within the organizations that have metrics attached to their strategy. The research doesn’t even say what kind of metrics. Just ANY metrics, and the employees’ connection to the strategy jumps tremendously.
By Steffan Berelowitz via MarketingProfs.com
Responsive Web design (RWD) has become the gold standard for website redesign projects due to its fluid nature and ability to adapt to the size of device screens. Responsive design gives peace of mind to marketers, because they know their site will look good on any screen. Taking a mobile-first approach means starting your design from the mobile user's perspective.
- Understand your customer.
- Make sure mobile isn't forgotten.
- Define your customer engagement goals up front.
- Put technology in the right place.
- Measure success.