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Curation, Social Business and Beyond
Covering the ongoing evolution of curation & beyond; the impact & innovation http://xeeme.com/JanGordon
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UK STUDY: Social Media Changing Customer Service

UK STUDY: Social Media Changing Customer Service | Curation, Social Business and Beyond | Scoop.it

This article and infographic is from PR Daily and there are some encouraging findings about the social customer and the shift in customer service from call centers to social media engagement 


A recent U.K. study from Fishburn Hedges, found that 65 percent of consumers prefer social media for customer service concerns, while a mere 7 percent opt for call centers.


It would be interesting to see how this study compares with the customers in the US and what percentage of customers are using social media to engage with brands. Here's what caught my attention:


Don't let social media define you


**Your brand must define it. It mus be a continuation of a brand using the appropriate channels and not a kee-jerk reaction to following hows others are using it


**Customer data offers insight into behavior, but social media takes that to a different level, enabling brands to tap into emotions


Selected by Jan Gordon covering "Content Curation, Social Business and Beyond"


Read article infographic here: [http://bit.ly/MRplnd]

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Nielson Report: What's Really Happening on Social Networks

Nielson Report: What's Really Happening on Social Networks | Curation, Social Business and Beyond | Scoop.it

Interesting and very informative piece by Brian Solis for Social Media Today.


This is part 6 of a series of posts where Brian introduces his new Book The End of Business as Usual.  


I must tell you that if you haven't gotten a copy of this book, you should, it is excellent, timely and relevant!


To paraphrase - social media is becoming part of our cultural fabric and even as we witness businesses, governments, sports teams, and almost every organization socialize communication efforts today,


****much of what we see is merely the beginning of something that will one day become something far more important than the medium itself.


****it is about how people are spending their time, interacting and connecting with one another, and what happens as a result.


To demonstrate the point, there are some profound findings from the recently released Nielsen Social Media Report.


Curated by JanLGordon covering  "Content Curation, Social Media & Beyond"


http://bit.ly/o0nGrH


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