Within the customer engagement field, “social media” has become a sort of catchphrase for the latest, shiniest voice of customer program technology. Every day seems to bring the publication of a slew of press releases announcing the latest social media customer engagement gadget. These tools promise to integrate tweets, Facebook posts, comments, and every other bit of social media data with a company’s customer feedback program.
Posts Tagged ‘Twitter’
What to Look For in Customer Engagement Feedback Tools
Monday, June 29th, 2009
When it comes to customer feedback, you’re an insider. You understand how important it is to gather your customers’ complaints, compliments, and queries. You know that such feedback is your treasure map to more fully engaged customers—and higher profits. Now that you’re ready to make customer feedback the principle driver of your business decisions, it’s important to pause and consider which tools you will use to gather that feedback. You have a multitude of options. Market research gurus tout everything from old school paper surveys to Twitter as methods for gathering customer feedback. In such a rich information market, it can be difficult to figure out what to look for.
Negative Blog Posts: A Gateway to Improve Customer Engagement
Thursday, June 25th, 2009
The advent of the digital age has made it much easier for customers to share their opinions of brands. With an estimated 1.6 million new blog posts everyday, consumers are constantly sharing their impressions of every conceivable product or service. Throw in Twitter, Facebook, forums, and other social media outlets, and there’s a veritable ocean of consumer-generated feedback. With numbers like this, you can bet there is at least one negative post out there about your service, company and/or product. Since online consumer reviews can have a significant impact on sales, it’s important to carefully monitor and properly respond to posts—especially the negative ones. This article will explain how to turn a lemon of a post into the lemonade of continued sales and loyal customers.