Tag Archives: Customer Service

How to inspire brand loyalty in a crowded marketplace

When it comes to earning and maintaining brand loyalty, there’s no one right strategy–grocery stores have loyalty cards, airlines have frequent flyer miles, some online retailers offer free shipping, while others award exclusive member discounts. But marketers need to understand … Continue reading

Posted in Brand Identity, Branding, Customer Service, Reputation Management, Social Media, Strategy | Tagged , , , , , | Leave a comment

Why do companies provide customer service on Twitter, but not on Facebook?

Regardless of industry, there seems to be a disparity in how companies respond to customer complaints online. Some do a great job of addressing customer issues on Twitter, but some of these same companies seem unwilling to respond to complaints … Continue reading

Posted in Advocates, Airlines, Customer Service, Facebook, Reputation Management, Travel, Twitter | Tagged , , , , , , , | Leave a comment

How to empower employees to interact directly with customers via social media

While traditional marketing and advertising lets you maintain control over your message, social media lets you bypass gatekeepers and interact directly with customers to collect immediate feedback and facilitate real-time interactions. This ability to bypass the “middle man” allows communicators … Continue reading

Posted in Customer Service, Facebook, Retail, Social Media | Tagged , , | Leave a comment