SocialMediaNews
Social Customer Service Becoming More Widely Used

More and more, when a consumer has a problem they are turning to the internet and looking for answers in the avenues of social customer service. If you haven’t heard of social customer service, just think back to the last…

Business
ISP and TV Service Providers Earn Poor CSR Rating

A new research report published by Temkin Group, 2012 Temkin Experience Ratings, rates the customer experience of 206 large companies across 18 industries. This is the second year that Temkin Group has released these ratings. The research, which is based…

Business
Facebook Creating Preferred Access

During a panel at the Facebook Marketing Conference on Wednesday, the company revealed that it will soon give page owners new options in assigning page admins different levels of access. Watch live streaming video from fbmarketingtalks at livestream.com Product Manager…

IT Management
Interview: Tello Launches Customer Service Tool For Business & Raises $2.7 Million

A greater emphasis has been put on customer service as a growing number of consumers provide reviews and feedback to businesses on their mobile devices. In addition, companies such as Zappos have set the bar really high in terms of customer expectations.

Business
Public Utilities Get Smarter And Give-In To Customers

A new report by Pike Research shows that customers have been increasing their demand for communication with public utility providers via social networking. It is estimated that about 57 million customers engaged their providers via social networking in 2011, and…

SearchNews
Google Rep Gets Mouthy

Anybody who works in customer service will tell you that it can be a thankless job. Not to say that all days are bad but it can definitely be tiring. I noticed a post on Search Engine Roundtable about an…

Business
AT&T Rated Lowest Service Provider By Consumer Reports

In a year where AT&T was prevented from acquiring T-Mobile, dealt a lawsuit by Sprint, ran afoul with the FCC, and then got ensnared in the Carrier IQ debacle, they have to be eager to put this year behind them.…

Business
Will iPads Lead to Better Customer Service?

British Airways “revolutionises customer service using iPads,” says a BA press release on August 17 about a service trial that got quite a bit of attention this week. The airline says it’s trialling  iPads with 100 cabin crew to enable…

Business
Netflix Gives Members 3% Credit To Make Up for Downtime

Sunday night, some Netflix users experienced an outage of the company’s streaming services. While this might happen from time to time, this particular time it sent many customers into a fury of outrage, because not only was it down for…

IT Management
Netflix Responds, Will Bring Sortable Lists Back

Some of your complaints about the new Netflix interface have been heard, apparently. Scrolling and sortable lists have been addressed, although, the overall redesign is still in place, much to the chagrin of those who wanted a complete rollback. When…

SocialMediaNews
Is Verizon Customer Service The Worst Thing Ever?

To get this out of the way, I am not a disgruntled Verizon customer. I’ve never been a Verizon customer. This is not a personal vendetta being aired because I had to spend 4 hours on the phone with Verizon…

SocialMediaNews
Dell Responds To Poor Customer Service Bomb

How can you not love the viral power of the Internet? Besides all the silly memes, troll faces, LOL Cats and weird videos, said power is also responsible for creating ripple effects throughout whatever industry is being targeted. Just ask…

Business
Did Poor Customer Service Doom Dell?

The outsourcing of customer service is a topic of much consternation, silly sitcoms be damned. The horror stories of customer service call centers are to numerous to detail here, so much so in fact, it seems people have learned to…

Business
Caring About Your Customers Isn’t Enough

We’ve all been on the phone frustrated with the customer service rep who we need to dictate all of our information to even though we just typed it in via our telephone key pad. We’ve all had problems with internet service providers or cable operators who can’t seem to fix our problems.

SocialMediaNews
What Do Customers Expect From Your Social Media Practices?

Have you noticed members of your community posting customer service related questions on your Facebook Page? Or perhaps you have now revised your customer service and customer relationship management processes to integrate Twitter as part of your programme.

SocialMediaNews
Which Parts of Your Company Should Be Listening to Social Media

Co-authored by Jay Baer and Amber Naslund

“Once upon a time, customer contact was centralized around the switchboard, and the phone was the preferred method for communication between companies and customers. When it rang, you answered, because it was likely a customer or a potential customer on the other end of the line. Now, the calls are coming through online, via the social phone.”

SocialMediaNews
Brand Monitoring: Look at Brands That Are Doing it Right

Listening. It’s a mantra we’ve heard PR, marketing and social media consultants preach to brands for the last two years. But, how many brands are really listening to their customers online?

I’m not talking about responding to comments on Facebook or Twitter. That’s fine, but at this point, it’s table stakes, don’t you think?

SocialMediaNews
There’s More to Social Media For Small Businesses than ROI
More WebProNews Videos WebProNews recently had a conversation with Shirley Tan of ECommerceFastStart.com, who says, "Social media is actually a level playing field for small business owners." "Small business owners can really take control...[of] all their messaging and their branding,…