Social Customer Exclusive posts, articles, and infographics

10 Top Sales Trends for 2012: Staying Humble and Hungry

February 3, 2012 by Josiane Feigon
with 35 views

In 2012, you will find that companies continue to sit on their cash reserves, and stressed-out consumers continue to postpone purchases — just because they can. [read more]

Komen and Planned Parenthood: The Pace of Social Media Outrage

February 3, 2012 by Alyson Stone
with 60 views

Image: Mark HIllary/Flickr(creative commons)

When The Susan G. Komen Foundation took the unexpected action of cutting off funding to Planned Parenthood, they triggered an event that represents the power and reach of our increasingly social communication [read more]

Warning: Customers Require Social Service In 2012

January 24, 2012 by Adam Honig
with 88 views

Image: Johan Larrson/Flickr

Cue the emerging concept of social service — customer service, with a social networking overlay — which continues to evolve just as quickly as the concept of social media itself. [read more]

Social Strategy and Crisis: A Video Interview with JetBlue

November 8, 2011 by Paul Simon
with 157 views

To learn more about JetBlue’s social media strategy and the thinking behind it, I interviewed Morgan Johnston, JetBlue’s manager of corporate communications and its social media strategist. [read more]

Your Customer 2.0 Is Motivated By Fear

September 9, 2011 by Josiane Feigon
with 87 views

Remember those crazy-busy independent customers who come to you on their terms — and only after they’ve checked you out socially? [read more]

Location-Based Marketing: 5 Critical Lessons from Last Night’s Retail Experience

September 1, 2011 by Nate Riggs
with 78 views

Photo: Courtesy of author blog

Since I’m a internwebz geek, I’ve gotten used to checking into retail locations on apps like Foursquare, Yelp and Facebook Places. The chance of finding a hidden deal or discount is exciting enough to keep that habit in the top Image of my mind. [read more]

Inside Sales: The Customer is Mad as Hell

September 1, 2011 by Josiane Feigon
with 75 views

Photo: Lara604/Flickr (Creative Commons)

This independent, busy, distracted, and opinionated buyer has something to say and it’s time for salespeople to listen, understand, and know how and why they make decisions. [read more]

Customer Service Through Social Media: The Game Has Changed

August 18, 2011 by Harry Rollason
with 267 views

Photo: Alan Turkus/Flickr (Creative Commons)

In today’s competitive landscape, customer service is more important than ever. A company’s reputation for satisfying their customers has never been so valuable. [read more]

Customer Service and Trains, Phones, and Hotel Shuttles

August 15, 2011 by Paul Simon
with 80 views

Photo: Michael de'Oz/Flickr (Creative Commons)

Juxtapose a conference on Social Customer Relationship Management with customer service irritations from the outside world. What does it all mean? [read more]

Social Customer Leadership Forum, Wednesday, July 20

July 18, 2011 by Paul Simon
with 30 views

The Social Customer Leadership Forum on July 20 in Midtown Manhattan will share how top organizations innovate their overall customer experience through social strategies focusing on the customer perspective. [read more]

There's No Place like Home – And Customer Service Is Home

July 15, 2011 by Emily Yellin
with 161 views

In the new e-book just released, Rethinking Customer Service: The Call Center as Corporate Information Hub, we started with the idea that call centers and customer service departments are evolving into richer, more vital parts of companies as a whole. The premise makes sense, because we all see that customer service has to evolve, or it... [read more]

Innovating the Customer & Citizen Experience

July 14, 2011 by Peter Auditore
with 117 views

Innovation is THE buzz word spinning out of control. These three short stories provide valuable insights into the innovation process. [read more]

Announcing Hands-On Training from Social Media Today

July 7, 2011 by Robin Fray Carey
with 81 views

This is an incredibly exciting day for all of us at Social Media Today-- we are launching a brand new enterprise: Hands-On Training led by social media expert and world-renowned instructor Eric Schwartzman. We’re doing this in order to connect our membership around the world with the best social media educator and facilitator we could find, to take that experience to where you are, and to create a format that will make for an intense, give-and-take, personal experience. [read more]

The Sound of Your Customers

June 28, 2011 by Peter Auditore
with 184 views

The sound of your customers is now everywhere for everyone to hear and see including potential customers, current customers, and your competitors. Their sound now lives forever as information on planet social media. Smart competitors will take advantage of your weaknesses or inability to provide acceptable levels of service and products. You can’t hide anymore. [read more]

Exclusive: You Own a Yacht and a Prize-Winning Labradoodle. You Don't Own Your Customer

June 3, 2011 by John Burton
with 149 views

Photo: Steve Parker/Flickr (Creative Commons)

Who is responsible for the customer relationship? Marketing drives the brand, sales is a 'rock star diva,' and customer service waits around 'for hell to break loose.' A fun Sustainable Business Forum Exclusive for your Friday. [read more]

The Social Customer's Impact on Business (Infographic)

May 20, 2011 by Michael Brito
with 1,057 views

Organizations cannot have effective conversations with the social customer unless they can have effective conversations with each other first. [read more]

The Social Customer Experience & Bistro Ralph

May 11, 2011 by Peter Auditore
with 156 views

My experiences as a social customer are very different than traditional customers who are not leveraging social media. The experience begins way before I enter a business, restaurant or hotel where I want the same great experience that everyone does. Another difference is that I feel empowered through social media. And I know now that I... [read more]

Social Media Meets Healthcare

May 2, 2011 by Robin Fray Carey
with 255 views

Here on The Social Customer we cover the rapidly changing world of customer service. We’re proud to take on another big, and globally significant business conversation: How to deliver quality healthcare to as many people on the planet as possible. Today marks the official launch of HealthWorksCollective, our tenth community at Social... [read more]

Adventures in the Customer Service Underworld

April 29, 2011 by Robin Fray Carey
with 245 views

Are we in danger of creating a customer caste system? Or put another way, if a customer service complaint falls into the phone queue, and not on Twitter or Facebook, will anybody hear? Last week I descended into the customer service underworld when I lost my wallet on the Washington Metro. You know the drill—first denial, then... [read more]

The Social Media Data Tsunami

April 27, 2011 by Peter Auditore
with 719 views

The data tsunami has arrived. According to recent research from the MIT Center for Digital Research, digital Information is doubling every 1.2 years and will exceed 1000 Exabytes in the next year. And the size of the largest data warehouses is tripling every two years. There is so much data now related to our “own lives” that it is... [read more]