The Paradigm Shift from 1:1 to 1:Many on Social Media

August 8th, 2017 - Customer service has gone through a complete evolution! Back in the day (we’re talking early 90’s), customer support was done purely through phone. Companies would have external call centers or internal departments dedicated to handling customer inquiries. Next up, the emergence of the internet paved the way for two-way communication channels such as email, chat …

Meet Larry: Why Every Department Needs Social Media

July 25th, 2017 - Meet Larry. Larry lives in the great big ocean. He is much smarter than people think – in fact, the smartest invertebrate in the world! He can open childproof bottles and enjoys decorating his home with small jewels and ornaments. Being color-blind doesn’t stop Larry from distinguishing one human from another. His four arms, eight …

Choo Choo: How to Get on the Social Customer Care Train

June 6th, 2017 - Today’s B2B customers feel empowered. They demand a whole new level of customer focus, expecting companies to know them personally, recognize their challenges, and cater to their needs. While this may seem like a challenging task, it isn’t. The majority of your customers (nearly 70%) are already connecting and speaking with you personally via social media. In …

3 Ways Social Customer Care Ties to your B2B Marketing Strategy

May 2nd, 2017 - Social customer care is more than customer service. It’s more than answering customer questions via social channels like Facebook, LinkedIn, and Twitter. It’s about adapting to the digital landscape where your audience is more informed, more savvy, and more aware of the interactions they have with companies. If you have a strong social media presence, …