Staying Positive on Social Media

“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. According to a Q1 2014 study by Converseon, 55 percent of customer interactions with leading brands on Twitter were positive and 25 percent neutral. Facebook and Google+ also fared well with most of their interactions positive or neutral. Lucky thing … [Read more...]

Getting Personal With CRM

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. One way to personalize interactions is to base them on how your customers want to communicate with your business—and for many consumers today, that’s social media. A study by J.D. Power and … [Read more...]