Crisis prevention isn’t a one-time thing. You can’t just slap a plaster on the problem and walk away. By incorporating social media into crisis planning, you can fully prepare for neutralising a…
Social Media Customer Service
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Human connections
Five steps to implementing effective social customer care
The pandemic is forcing businesses to rethink aspects of their customer service. As waves of the virus come and go, and various areas of the country (and world) deal with different restrictions,…
Six trends in social media customer service
Customer experience and great customer service is more critical now than ever before. In our 2020 report, Creating Value From Social Media Customer Service, we identified six key trends that every brand…
Maintain your brand reputation with a positive social media experience
Companies should bolster their social media engagement activities if they want to maintain and protect their brand reputation to create a genuine human connection between themselves and customers. The Chartered Institute of…
Creating value from social media customer service
Excellent, proactive customer service on social media is a differentiating factor for brands. People’s expectations are increasing – they want almost instant resolutions to problems, on the channel that they choose –…
It’s Time To Review Your Tone Of Voice
Having worked in publishing, community management and social media and now specialising in communications, I’m well versed in nailing the correct tone voice to convey your message to your audience. Over the…
Use social media for the customer experience
It’s become so normalised for brands to use social media for customer service that those who don’t do it get noticed – for all the wrong reasons. Social offers customers a quick…
Social media customer service: best practice for 2020
It may be a new decade, but what people see as excellent customer service remains the same. Customers are looking for speedy and effective solutions to their problems. They want to be…
Creating that amazing customer experience
This week we attended MADFest. Similar to our own principles, MADFest is all about truly connecting with the audience by offering the most inspiring content and discussing the most relevant topics. With…
Leave Community Engagement to specialists but with a role for PR
The role and responsibility for Community Management and who is best placed to service it has been a debate in the marketing industry for a while. When I read an article by…