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Customer Satisfaction

What Should I Do if I Miss a Tweet?

You’re a community manager. Or a small business owner. Or a social media director writing process for a large team. You’ve set out a target to respond to your customers on social media within a set amount of time. Maybe it’s 30 minutes. Or, if you’re really on your game, maybe it’s even sooner. However,…

Does Responding on Twitter Really Make a Difference?

Yes. (I know, you’re thinking “wow, she just came right out and said that with no hesitation.) I’ll say it again. Yes. And here’s why. My family and I recently returned from a Disney cruise. The children had a wonderful time. They giggled, squealed, and chased beloved characters all around the ship. They dressed up in…

How Can Online Customer Care Feel Personal?

We know from recent customer surveys that a resounding theme exists in responses from consumers who want to do business with companies that care about them. “Don’t treat me like just a number,” they write. Or, “I want to feel like somebody at that company cares about me.” We also hear that digital interactions such as…

How Will Instagram's Contact Button Impact Brands?

Who’s been watching the new Instagram “Contact” Button? I have! Brands certainly don’t appear to have run straight toward these little gems just yet, and that’s why it’s a perfect time to talk about what they are, what they do, and whether you need one. Let’s back up to discuss Instagram. Instagram is primarily a…

Why Provide Social Customer Care?

Businesses today more than ever are all about running as lean as possible. The digital space makes it easy for competition to pop up everywhere, and may times that means a race to be the lowest-priced option if all else is equal. So, it makes sense that leaders want to be sure something is necessary…