The Power of Peer in Social Customer Care

The Power of Peer in Social Customer Care

10y Dave Evans

The Power of Peer in Social Customer Care

As you plan your social customer experience program, think about the value of peer technology, of placing more control into the hands of your customer...

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When Customers Understand Your Business, You Win

When Customers Understand Your Business, You Win

10y Dave Evans

When Customers Understand Your Business, You Win

Ultimately, building advocates is in your business interest. Transparency -- not only in conduct, but also in the processes that create customer exper...

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Fixing Customer Care: The New Social Marketing

Fixing Customer Care: The New Social Marketing

10y Dave Evans

Fixing Customer Care: The New Social Marketing

Customer care is going social. Take the time to build a robust ROI model and then measure the contribution of your social customer care efforts. Ther...

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Measuring Business Results from a Social Customer Experience Program

Measuring Business Results from a Social Customer Experience Program

10y Dave Evans

Measuring Business Results from a Social Customer ...

Where do you get the data needed to measure your social media customer experience program? Columnist Dave Evans shares data sources and importantly, h...

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Create Audience Experiences That Drive Recommendations

Create Audience Experiences That Drive Recommendations

11y Dave Evans

Create Audience Experiences That Drive Recommendat...

These three instances of online experience creation stand out. Plus, a fourth customer experience tip may surprise you. Read More...

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The Case for On-Domain Engagement

The Case for On-Domain Engagement

11y Dave Evans

The Case for On-Domain Engagement

If social networks like Facebook are moving toward an awareness and advertising model, what are you doing to build actual fan engagement with your bra...

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Honest Engagement: Getting the Social Experience Right

Honest Engagement: Getting the Social Experience Right

11y Dave Evans

Honest Engagement: Getting the Social Experience R...

Where in your organization are you most able to build and sustain one-on-one, repeated acts that lead to engaged customers? Read More...

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Independence Day: Proving On-Domain Success

Independence Day: Proving On-Domain Success

11y Dave Evans

Independence Day: Proving On-Domain Success

Celebrate this year by declaring your on-domain strategy and then following through with the measurement and hard proof to make it stick. Read More...

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Have Questions? Ask Your Customers

Have Questions? Ask Your Customers

11y Dave Evans

Have Questions? Ask Your Customers

Customers play an increasing role in the design and innovation stages of products and services, driven by a combination of social technology and the a...

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Multi-Channel Customer Care Includes Social

Multi-Channel Customer Care Includes Social

11y Dave Evans

Multi-Channel Customer Care Includes Social

The challenge with social is that it's not just an add-on: it's a culture change. Read More...

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Build Your Brand Online: Leveraging Facebook and Twitter

Build Your Brand Online: Leveraging Facebook and Twitter

11y Dave Evans

Build Your Brand Online: Leveraging Facebook and T...

Learn to see the social web with your online presence at the core. Read More...

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Get Serious About Return on Investment

Get Serious About Return on Investment

11y Dave Evans

Get Serious About Return on Investment

To get serious about ROI, articulate clearly your fundamental business objectives, the ones that talk about growing market share, boosting sales, or i...

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Driving Customer Innovation: It's the Small Things That Count

Driving Customer Innovation: It's the Small Things That Count

11y Dave Evans

Driving Customer Innovation: It's the Small Things...

When customers help innovate, the "ownership" factor they feel goes way up, and loyalty climbs right along with it. Read More...

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Got Community?

Got Community?

11y Dave Evans

Got Community?

As you build your social media program, consider that your strategy needs to be bigger than marketing, you need to build a team that spans your organi...

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Your Bucket List for 2013

Your Bucket List for 2013

11y Dave Evans

Your Bucket List for 2013

The first week of 2013, back from the holidays. Ready to get started? Here's a checklist to get you started in the new year. Read More...

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Build Your Social Chops: How to Get Smart in 2013

Build Your Social Chops: How to Get Smart in 2013

11y Dave Evans

Build Your Social Chops: How to Get Smart in 2013

Social collaboration is the best path for building up your social media skills, so by meeting and connecting with other social media professionals you...

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Social Media Marketing at 200 MPH

Social Media Marketing at 200 MPH

11y Dave Evans

Social Media Marketing at 200 MPH

Follow Formula 1's formula for how to set up a social event: put the basics in place and simultaneously ensure customer delight at every touchpoint. R...

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Why Support Communities Work

Why Support Communities Work

11y Dave Evans

Why Support Communities Work

Vibrant online communities, built to tap the passions, lifestyles, and causes that we all organize around, naturally restore the social component of b...

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Life on the Road: The Importance of Customer Care

Life on the Road: The Importance of Customer Care

11y Dave Evans

Life on the Road: The Importance of Customer Care

As you are considering your social media strategy, be sure to consider customer care, and make sure it spans all channels that customers are likely to...

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Social Media: From a Point of Presence to a Point of Business

Social Media: From a Point of Presence to a Point of Business

12y Dave Evans

Social Media: From a Point of Presence to a Point ...

As you look at your own social platform, ask yourself: Are your customers responding to questions that you've asked on your Facebook page or are you r...

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Facebook, Twitter, and CRM: Achieve Escape Velocity

Facebook, Twitter, and CRM: Achieve Escape Velocity

12y Dave Evans

Facebook, Twitter, and CRM: Achieve Escape Velocit...

As you push past social media marketing and into social CRM, you must take a look at your tools, your team, and your strategy. Read More...

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Social Response: It's About More Than Sentiment

Social Response: It's About More Than Sentiment

12y Dave Evans

Social Response: It's About More Than Sentiment

When you build your response program understand that positive sentiment isn't an end-goal: it's a byproduct of your ability to delight customers while...

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Twitter and Customer Care: Examples of Style

Twitter and Customer Care: Examples of Style

12y Dave Evans

Twitter and Customer Care: Examples of Style

How TechSmith, Time Warner Cable, and US Airways are using Twitter to show customers how and when they can expect to reach them. Read More...

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What Builds a Superfan?

What Builds a Superfan?

12y Dave Evans

What Builds a Superfan?

How the social feedback cycle helps smart brands nurture superfans. Read More...

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Support Forums: The Core of Customer Care

Support Forums: The Core of Customer Care

12y Dave Evans

Support Forums: The Core of Customer Care

Built around the needs of your customers, support forums can be the ultimate anchor point for your social marketing program. Read More...

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Don't Advertise, Just Deliver

Don't Advertise, Just Deliver

12y Dave Evans

Don't Advertise, Just Deliver

Paying attention to the experiences your customers actually have will give you precisely the information you need to succeed on the social web. Read M...

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Social Customer Care and WOM Marketing: A Match Made on the Web

Social Customer Care and WOM Marketing: A Match Made on the Web

12y Dave Evans

Social Customer Care and WOM Marketing: A Match Ma...

In a medium where anyone can say anything, how is a brand supposed to manage its image? Read More...

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