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…
Social Media Customer Service
Don’t ignore consumers on social media
If you went up to a salesperson in a store and asked them a question,…
The Breakfast Cereal Experiment: Your Brand on Social Media
This week, the topic of breakfast cereal kept popping up in my newsfeed. Particularly, breakfast…
Create an engaging social shopping experience
Many brands consider their social media channels as key drivers of social shopping. They use…
Writing in plain language
“We are very hesitant to admit any mistake on behalf of the company so we…
Facebook Messenger takes centre stage for customer service
“The future is private,” proclaimed Mark Zuckerberg at Facebook’s F8 developer conference this week. Zuckerberg…
Relevance and responsiveness: keeping your brand promise to customers
The theme of Interbrand’s Global Brand Index, out this month, is ‘Activating Brave’ – how…
Bulletproof Plan for Social Customer Service
Social media gives brands and businesses huge opportunities to market to and support customers. It…
3 Ways Social Media Customer Service Impacts the Bottom Line – Adweek
Our Chief Marketing Officer, Ashley Cooksley, is published in Adweek where she shares three aspects…
Five Trends for Social Customer Service in 2018
2017 was an important year for social media customer service for brands. We learned many…