The social channel has come of age and in response companies must transition from one-way broadcast messaging to meaningful dialogue. Here are four action items to help companies transform their social customer experiences.
Charter Communications uses social media to move from a culture of compliance to one with a commitment to customers.
Organizations can’t buy word-of-mouth recommendations or social influence, they have to earn it.
The high-tech behemoth launched a social media listening command center to listen closely to customers’ comments and concerns, and take quick action on any issues before they escalate.
Most business leaders recognize social as a critical channel for strengthening customer relationships. But most struggle with defining their organization’s social strategies.
Social media is enabling doctors at Mayo Clinic to better communicate with its patients, helping them become informed, and ultimately, empowered to ask the questions that matter.
The telecommunications company seized an opportunity to excel at multichannel service by optimizing its social customer service delivery.
Instead of a standalone social media strategy, companies must develop a customer-centric social engagement strategy that is aligned with overall corporate and marketing objectives.
Simply interacting with customers via social media is no longer enough. Making the most of customer interactions requires transforming into a true social organization. Here are the five steps to take to get started.
As social media use continues to surge, so must companies’ adoption of intelligent enterprise social practices. Here, four industry insiders predict the social media trends that will most impact organizations in 2012.
Motorola Solutions used a comprehensive multichannel approach to galvanize employees and customers around its new branding, and to engage the broader market.
The question for brands, and the marketers and salespeople who represent them, is: Are you prepared to be part of the social conversations happening about your brand?
The time has come for healthcare providers to connect with patients on a personal level. Here’s a five-part agenda for establishing a social media practice that will allow providers to do so.
Using social CRM as a business practice to transform the customer experience requires understanding its role in customer-focused business strategy.
