Customer Engagement
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Customer Engagement
Tips, reports and stories on how to better response to critical behaviours, thus increasing conversion.
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Live Help: 5 reasons why you should talk to your visitors | Butterflive

A live chat access is a big plus for an e-commerce website. Beyond the idea that talking to visitors would annoy them, you can provide them helpful information if you target the ones who seem to need it.

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Customer Service Virtual Communities: Focus on the Experience First

Why the customer experience should be the real focus of customer service in the Virtual Community, and the benefits for customers and companies that arise from customer service communities.
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HOW TO: Use Twitter for Customer Service

HOW TO: Use Twitter for Customer Service | Customer Engagement | Scoop.it
Customer service can evoke some serious misgivings or negative emotions. Although customer support is designed to help the consumer, the pain of waiting for a phone representative and the impersonal emails can cause more damage than good for a brand. People are turned off by the term and companies have begun to use different terminology to describe their efforts.

This is not how customer service has to be. With the connectivity made possible by social media, companies have found a new way to engage their customers, solve their problems, and build goodwill for their brands: Twitter. Understanding how Twitter can transform customer relations for the better can be substantial for reducing costs and improving brand image.
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How Social Media Affects Customer Satisfaction

How Social Media Affects Customer Satisfaction | Customer Engagement | Scoop.it
In today’s competitive world, a company’s social media reputation for satisfying clients is one of the key factors in whether or not someone will buy from them.
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Customer Service through apps is like a mobile promise…

Customer Service through apps is like a mobile promise… | Customer Engagement | Scoop.it
Over one year ago, when I realized how blind brands and companies started creating apps for their business, I wrote my 5 strategic reasons why brands need an app.
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How to Turn Your Analytics into Actionable Tasks for Content Marketing | Business 2 Community

Are you feeling overwhelmed by all of your analytics?
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Community management vs. online customer service

Community management has been a hot topic over the past year, but may not be the solution for every business. Synthesio explored the differences between community management and online customer service, when each is appriate, and which businesses have shown best practices.
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Why retail customer service must be as good online as it is offline - Retail Digital

Why retail customer service must be as good online as it is offline - Retail Digital | Customer Engagement | Scoop.it
Retail: It is important that retailers ensure that their online customer experience matches their offline customer service in order to maintain a strong brand reputation.
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The 5 Golden Facebook Engagement Metrics

The 5 Golden Facebook Engagement Metrics | Customer Engagement | Scoop.it
Marketers make the most of Facebook when they remember it's a two-way communication channel. Here are five ways to do engage fans in dialogues, culled from a white paper Buddy Media released on Saturday.
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Sitecore Repositions Web CMS as Customer Engagement Platform

Sitecore Repositions Web CMS as Customer Engagement Platform | Customer Engagement | Scoop.it
Sitecore (news, site) announces the evolution of their web engagement platform, officially recognizing that Web Content Management is about more than just the channel — it's all about the customer.
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Stay on top of your customers and never miss a lead again!

Stay on top of your customers and never miss a lead again! | Customer Engagement | Scoop.it
Quick start in 4 simple steps:
1- Subscribe or Try us for free
2- Install
3- Configure
4- Go!
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Leading a new era of customer engagement with customer loyalty 3.0

Leading a new era of customer engagement with customer loyalty 3.0 | Customer Engagement | Scoop.it
How crucial is loyalty for companies? Very much, of course! But how do you define loyalty? Coupons? Loyalty Cards? Maybe that's not what loyalty is about....
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Your marketing strategy: customer engagement vs. traffic generation

Your marketing strategy: customer engagement vs. traffic generation | Customer Engagement | Scoop.it
bringing inventory from the stockroom to the shop floor is not marketing
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Chenghao Shen's curator insight, August 13, 2013 6:37 AM

With the development of modern scientific technology and people are stepping into a stage when information technology and social media and network are integrated parts of our daily life. Some well-known social media such as Facebook and Twitter are closely associated with us bringing impact to us. For example, we are able to do business marketing with the help of them, many business companies can post advertisements for their products in order to attract more people to buy the products as social media are really influential. But sometimes we can not rely on the social media too much about doing the business marketing, some necessary strategies can be applied to do a better business marketing. In the article, the author has emphasised that we should not be too dependent on doing business marketing by social media, she has put forward three useful strategies for doing the marketing. SEO (search engine optimization), Public Relations and Guest Posting, with adopting these three approaches, business marketing can be done even better and bring more great impact.

Joly Yuan's comment, August 22, 2013 5:50 AM
This article focuses on the marketing strategy which is compared between customer engagement and traffic generation. At the beginning, the author indicated that business cannot just focus on the social media for marketing strategy. As we may know the most popular social media are Facebook and Twitter, these two media play an important role when doing customer engagement marketing strategies. The author said “to build trust, so that you can convert them from lookers to customers. Or from one-time customers to repeat buyers.” This is a great customer engagement marketing strategies through social media. I like this idea very much. However, it is far enough to fulfill our market. In the article, the author also mentioned that traffic generation strategies can help better business marketing. Then she listed three traffic generation strategies in order to Search Engine Optimization, Public Relations and Guest Posting to make our marketing efforts have a bigger impact.
Elaine Li's comment, August 22, 2013 6:22 AM
Hi, chenghao, thank you for sharing this article. this article is about people usually to do their business at the Facebook, twitter. These social media platform are very popular and help people/ consumer to know your business better. these social media can refer to as customer engagement marketing strategies. i agree allen's insight, do not rely on these social media too much to do the business marketing, some other strategies can be applied on traffic generation marketing strategies. the definition of traffic generation marketing strategies is to bringing new eyeball to the business website. there are three generation strategies such SEO(search engine optimization), PR(Public relation) and Guest Posting. Facebook and twitter are very helpful for your sales and marketing, but bring more strategies into your website can help you to do your business even better.
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How to Integrate Customer Service Into Social Media Marketing | ClickZ

How to Integrate Customer Service Into Social Media Marketing | ClickZ | Customer Engagement | Scoop.it
Gives business a human face. Social media's engagement and interaction makes online businesses more personable and shows that someone is home. This transparency starts building customer trust. To this end, it's important to have social media guidelines in place to help employees with their social media interactions.

Listens to what customers are saying. With the help of social media monitoring tools, customer service can hear what consumers are asking, provide timely responses, and determine early warning signs of PR and other issues. (Note: social media monitoring may reside in different areas of an organization.) In the current social media ecosystem, it's critical to have a crisis management plan in place to mitigate potential problems.

Proactively engages with prospects and customers. This interaction shows that the people behind your company are real and care. Accomplish this with a wide range of interactions such as tweets, Facebook postings, and boards as well as unilateral communications like blog posts. For example, Two Peas in a Bucket, a scrapbooking site, has this message board.
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Customer Service in the Age of Social Media: A Lesson from Hewlett Packard | Social Media Today

Customer Service in the Age of Social Media: A Lesson from Hewlett Packard | Social Media Today | Customer Engagement | Scoop.it
Providing poor customer service has always been a dangerous proposition for brands. Failing to meet consumer expectations damages brands, but pre-2005 (before social media began to explode) the risks were relatively small.
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Customer service in the digital age: Radiohead v Vodafone | Media Hunter

Customer service in the digital age: Radiohead v Vodafone | Media Hunter | Customer Engagement | Scoop.it
We live in a digital age of high expectations and instant gratification. Disappointment in a service can be rapidly spread online, yet the same tools can be used to ensure customer satisfaction. Radiohead understands this, Vodafone has no idea.
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7 Ways to Cut Down Customer Service Issues

7 Ways to Cut Down Customer Service Issues | Customer Engagement | Scoop.it
1. Get contact info right the first time.

There’s nothing more frustrating to a registrant than when an event organizer gets their information wrong. Each instance in your process where you manually enter or transfer data poses a risk for making errors. Using an automated system, which has everything built-in (online registration, accounting, badge printing), eliminates all data entry and data transferring issues.

2. Be sure that payment information is correct.

When a registrant thinks they are registered because they gave you their information and credit card number; then finds out a week or two later their charge did not go through; stress is created. You can automatically processes credit card transactions in real-time; so there is no miscommunication.

3. Send impeccable follow-ups.

Registrants like to know that everything is being properly handled with their registration and your event. When they don’t hear from you after they register, they get worried. Automatically send confirmation and reminder emails with a personalized touch.

4. Keep track of numbers daily.

Events can go wrong when an event organizer doesn’t know the details of their event numbers on a daily basis. Real-time awareness of lack of demand or hyper-demand for different aspects of your events, allows sufficient time to make alternate preparations. Automated online systems make it easy to tally registrant data on a daily basis.

5.Organize your information.

If you are managing your events with multiple spreadsheets or systems, you know it can be difficult to stay organized. If information gets lost or falls through a crack, it eventually becomes a dissatisfied attendee. Avoid unhappy customers by using a fully-integrated system… it should have all of the systems built-in: registrant preferences, accounting, badge printing and reporting.

6. Automate the waitlisting process.

Registrants don’t mind things being sold-out when there is a well-communicated waitlisting process in place. A good registration system automatically provides a waitlist for registrants then notifies them the instant a spot opens up. If they accept the open spot, then their payment is automatically collected as well.

7. Eliminate frustrations with early-bird specials and discounts

Registrants love to ask if they can get early-bird specials and discounts for which they know they do not qualify. They hate to hear “no” and you hate to say it. A fully-automated system qualifies everyone for the appropriate discounts, so you don’t need to.
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New Online Perfume Store Elevates Customer Service for Fragrance Buyers on the Web

New Online Perfume Store Elevates Customer Service for Fragrance Buyers on the Web | Customer Engagement | Scoop.it
It all started back in 2005 when the company known as D'dara was founded in the owner's home.
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Top Five Practices for Online Chat Sales in the Contact Center

As consumers move their business transactions and purchase decisions online, companies must choose the appropriate customer service and support tools. One area with lots of potential is online chat - either reactive, proactive, or both.
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The Art of Customer Engagement & Social Media

The Art of Customer Engagement & Social Media | Customer Engagement | Scoop.it
Choose the social networks that your clients use-that is best place to start your company’s social dialogue. The growth we have seen in social media from the height of MySpace in 2007 and SecondLife to Facebook and Twitter emerging as social media leaders in 2009 to the emergence of Foursquare and Groupon in 2010 is a trend we see in social media to constantly change and adapt to our use, lifestyle and businesses.
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Average Annual Spending on 12 Social Business Categories

Average Annual Spending on 12 Social Business Categories | Customer Engagement | Scoop.it
Butterflive intersects different social business categories: custom technology | Monitoring | Training & Education | Social CRM.
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