Customer Service in the Age of Social Media

April 21, 2017 by BizTraffic Team

United has learned the hard way how many people are watching every move they make, with their most recent PR nightmare, but they're not alone. Plenty of companies have had issues with social media.

Customer service and reputation management have changed dramatically in the age of social media, and businesses need to adapt their strategies accordingly.

George Orwell could never have imagined the effects that the internet and social media would have on his idea of “Big Brother."

Smartphones and the internet have joined forces to create a million “little brothers”, watching everything companies do, and broadcasting those actions around the world in seconds.

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Filed Under: customer service, brand perception, social media management, reputation management, Google Alerts

Improving Your Customer Focus

December 06, 2016 by BizTraffic Team

Are you really “customer focused”? Or is that just a part of your mission statement because you thought it sounded good, but have no idea how to really implement it?

While surveys show a majority of customers would pay more for a better customer experience, only 1 percent of those customers thought their current vendors were actually doing a good job.

Remember, when customers choose a small business instead of a larger one, they’re usually looking for a personalized and better customer experience.

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Filed Under: customer service, customer experience, customer retention, customer focus

Staying Positive on Social Media

August 20, 2014 by BizTraffic Team

“If you don’t have something nice to say, don’t say anything at all.”

Wasn’t that one of the first good manners rules you were taught as a child? The same could be said for branding on social media, and the good news is your customers may agree.

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Filed Under: customer service, social media marketing, Facebook, Google, Twitter, social media

Getting Personal With CRM

August 13, 2014 by BizTraffic Team

Your customer service strategy needs to include more than a policy that “the customer is always right.” Instead of being reactive, your CRM (customer relationship management) strategy should be proactive, which includes constantly creating new ways to make customer relationship interactions more personal.

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Filed Under: customer service, CRM, social media, customer relationship management