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Customer Satisfaction

Infograph: ExactTarget's Five Types of Social Media "Complainers"

So, I don’t like the term “complainer” when we talk about customers seeking support on social media. Why? Because sometimes I am a customer seeking support on social media. We all are. And I’m not complaining, I’m looking for assistance. I’ve purchased or signed up for your product or service, and I have some expectations.…

2014 Predictions for Social Customer Support

Wow, is it time for predictions already? Things move fast in social, and to me it seems the whole year has flown by. Marketers are predicting that more money will be spent on social media next year because of its attractive price tag and its ability to reach consumers where they are. There is also…

Spelling Counts In Social Media Customer Support

Not so long ago, the majority of us got our news mainly through television, newspapers and trade magazines. These formal establishments did (and mostly still do) have teams of editors and multiple revisions before articles go to print. Facts are verified with sources, grammar and punctuation is confirmed through style guides, and spelling is double-checked…

Practice Makes Perfect for Customer Care on Social Media

Getting really good at something requires practice. So does maintaining that skill level.  I remember my first customer service job, I was so nervous. I had no idea what to do or say. Taking that first phone call was terrifying. What if they ask me… you know, a question or something? What would I do?…