The Three Stages of Social Customer Service
A recent study by Forrester Consulting commissioned by Conversocial, identified three stages of social customer service maturity.
Social Media
David Ortiz, Barack Obama and Samsung Walk Into a Selfie
The White House is up in arms over the David Ortiz selfie. Something about President Barack Obama’s image not permitted for use in a commercial campaign. But what’s good for Samsung’s PR department is, hopefully, good for Multichannel Merchant’s SEO.
PetBox CEO Opens Up About Superman, the NFL, and Free Shipping
Sean Conlon, the co-founder and CEO of PetBox, got candid with Multichannel Merchant and opened up about his preferences for free shipping, same-day delivery, which merchant is mastering the fulfillment space, and his dreams of playing in the NFL.
It’s Customer Experience, Not Customer Service, at Moosejaw
As the associate project manager at Moosejaw Mountaineering, Jerry Hoopfer prides himself on the fact that his staff has an unwavering ability to take ownership of customer contact. Hoopfer took some time to get candid about customer service, social media, and who, in his opinion, is mastering the customer service space right now in this Q&A with Multichannel Merchant.
Reach Facebook Users with New Autoplay Video
Facebook’s autoplay feature is a boon to marketers who are trying to attract more eyeballs and generate more sharing on Facebook. It’s a relatively low-key way of delivering video about products or brands without causing users to be annoyed by an “intrusive” video popping up unexpectedly (and noisily) on a webpage they’re reading.
Brooks Brothers Michael Moseman Gets Candid on Customer Service
Michael Moseman, Director, Customer Contact Center at Brooks Brothers, got candid with Multichannel Merchant and discussed how he uses social media on a day-to-day basis, what merchant he thinks is mastering the art of customer service right now, and some other things you may not known about him.
10 Ways to Quickly Address Consumer Complaints on Social Media
With millions of Americans logging on to social media sites like Facebook and Twitter multiple times a day, it has not only become one of the most popular ways to keep tabs on friends, but also a place to gripe about negative experiences with brands. However, retailers can turn those moans and complaints into rave reviews by using these simple tips.
Overstock.com Sees $130,000 in Sales with Bitcoin Payment Option
Overstock.com CEO Patrick M. Byrne took to Twitter to announce that within 24-hours of implementing Bitcoin as a possible payment option, his company received $130,000 in orders paid in the crypto-currency.
Twitter Recaps George W. Bush Speech at #NRF14 Show
Although the press was not allowed to attend the National Retail Federation’s Big Show in New York City keynote session with former President George W. Bush, it didn’t stop attendees from tweeting the action live. Here are just a few of the recaps:
How to Calculate the ROI On Your Social Media Marketing
With most marketers and merchants having social media objectives, yet not quantifying results, there needs to be a relatively easy way to report on social media marketing. This article will help you identify what social media channels do better than your other marketing channels, quantify, compare performance, and help you determine how to allocate resources.