Smartphones, tablets, and social media sites such as Facebook and Twitter not only have transformed the way consumers shop but they have also changed the face of the contact center. It’s no longer a world of customer representatives but now a world of universal agents.
When it comes to successfully creating a social media presence for your brand, consumer interaction is key. Unfortunately, as this infographic from Reach Local points out, not every fan or follower engages the same exact way. Check out the seven most popular social media fans and the best ways to engage with them.
No matter how prepared your company is when engaging with customers through social media sites there is bound to be a public misstep. It can be a criticism from an unhappy customer or an error made by your social media team but in order to save face, it comes down to how you handle it.
Ten years ago moms weren’t as digitally connected as they are now, spending only about one hour online a day versus more than three hours a day in 2012. When it comes to brand engagement and brand education, moms are now more likely than ever before to use social media and mobile devices to learn about the products they are interested in.
A new trend that is building steam throughout the ecommerce world is allowing fans and followers of your brand to log on to your site with their Facebook or Twitter profiles. In this infographic from the Social Annex you will learn how social logins are quickly becoming the backbone to onsite engagement and boosting conversion rates for many online retailers.
While a focus on social media initiatives seems to be lacking in most contact centers as of late, a new Deloitte study has found that the use of social media is expected to rise within the next 24 months.
Social media is lagging as a direct traffic source to ecommerce websites and for online purchases, despite brand investment, according to a recent report from Monetate.
As ecommerce sellers begin to embrace social media as a way to engage with customers, many are finding it to be a perfect opportunity to also use it as a customer service tool, also known as eServices.
J.C. Penney took to Facebook to acknowledge the marketing mistakes it has made over the past year and a half and is now asking customers to “come back” according to a post on its Facebook page.
To help fight the marketing competition on two of the most popular social media networks, Facebook and Twitter, Silverback Social’s CEO Chris Dessi offered rapid fire tactics and simple tips that you can do, right now, to boost your game in the social media arena.