How to deal with customer complaints on social

Social media is finally getting a little respect. Companies and organizations of all types and sizes are beginning to realize social for its vast potential as a customer service platform. We’ve witnessed the awesome power of corporate self-sabotage on social media - BlackBerry tweeting promotional material from an iPhone, Comcast’s infamous stubborn retention rep, and British Airways’ failure to remember that Twitter operates 24/7. Now, companies are learning how to use social customer service platforms to respond to customer issues in a timely, personable, and effective way, and to do so proactively. Here are some tips we’ve compiled to help you build your strategy in dealing with customer issues on social media – and emerge with nothing less than a sterling impression left on…

The social media from brands you see is only the tip of the iceberg. Over 90% of social is 1:1

A new report from Spredfast shows how massive the disparity is between how much content you see posted by brands on social media and the vast amount of 1:1 social media customer care they are constantly involved in. They studied the fourth quarter activity and performance of 50 major brands for their 'state of social' study. One of the most interesting finding in the research is how much of big brand's social content is 1:1 interactions rather than broadcasting to the whole followership.

1:1 Vs 1: many

The research examined every tweet from top brands accounts and sub-accounts (e.g. @ebay and @AskEbay), a total of 1.3 million pieces of content. The results show quite how critical social customer care has become. Overall, 93% of tweets in 2015 were not meant to be seen by…

Manage negative comments effectively and leverage positive ones to protect and promote your brand

Research shows that 3 out of every 4 consumers rely on social networks to guide purchase decisions while nearly 85% of them read up to 10 online reviews before they can trust a brand. Going by these statistics, it is absolutely important for you as a brand to pay close attention to mentions, comments and reviews on social media and deal with them effectively.

It all begins with listening

Unless you have a system in place to keep track of all the comments and mentions about your brand, managing them effectively is going to be an uphill task. Here are 5 tools to help you monitor your mentions and comments:

Hootsuite

Hootsuite allows you to keep a tab on specific keywords and hashtags…

An introduction to measuring and managing online sentiment

Love. Hate. Frustration. Happiness. Security. Excitement. Satisfaction. Desire. Apprehension. Impatience. Just a small selection of common emotions that we feel pretty much every day, as we go about our lives. Many of these emotions are felt and experienced as we interact with hundreds of brands throughout the day. Perhaps it’s the steaming hot coffee and service of Starbucks in the morning, making you feel satisfied, or the feeling of desire of the latest 7 series BMW, as you take the bus home from work, through to the painfully complicated payment system for something you wish to buy online, leaving you frustrated and angry. The power of social media channels has created a new world of venting and consumer voice. For example with a Product recall—you can sure there’s more than one blog post about it. And then there is disappointing customer service? A quick mention of the…

Using Talkwalker Social Search for social media listening

Value: [rating=5] Recommended link:  Talkwalker Social Search Who are the most important influencers in my sector? What types of content are most popular for sharing? What social media strategies are my competitors pursuing? Answering these question is a concern for any social media marketer trying to review and identify tactics to improve their social media and content marketing. To help answer these questions there are literally hundreds of social media listening / monitoring tools options available. Of course, many of these services are paid for which rules them out for many smaller and mid-size businesses. If you were looking for free social media insight, then the two most popular tools we have previously recommended are Social mention and Topsy. For free tools, these can be a great help in finding the most influential sharers or content and the most…

A guide to process, tools and examples for social media listening

What I’ve leant from social media listening Two recent reports highlight the fact the business are not taking social media listening seriously and it’s still in its infancy. A study by the Altimeter group showed that only 42% of businesses are using social media listening to learn from their customers, this was a study whose respondents’ main discipline was social media, personally I would have expected it to be higher. The second report from Amiando (a study of event marketers) showed that only 20% of marketers are listening in social for the benefit of the business. I know I’m a big social media advocate, but I’m shocked that businesses are not using listening not only to benefit social media activity but the overall business, I guess it’s not been 'sold' in to the…

Ideya's new report shows the why, what and how of selecting social listening tools

Investment in social media monitoring (SMM) requires careful consideration since it is a long-term and potentially costly commitment. Understanding of the key SMM concepts, benefits and possible applications is of utmost importance. In order to realize the long-term value of SMM, SMM needs to become part of the business strategy and well-integrated with the business processes.

Only by having a clear understanding of how SMM supports your business, you can transition from experimental, tactical to a more strategic use of SMM.

There are many social media monitoring and management tools on the market and making an educated choice about which SMM tools can best address company's needs and justify social media investment, has become a challenging task for organizations as social media technology business has branched out into a diverse set of technologies, data types and countless vendors confusing…

Defining a structured approach for managing your online brand reputation

When you are running a social media campaign, or even in your day-to-day monitoring and community management, you will, of course, come across both positive and negative mentions about your brand. Most of us know by now that ignoring negative comments never pays, and that not engaging with your fans is a missed opportunity. Dell manages their brand via social, with a classic approach as outlined below:

So how should you deal with negative brand comments?

1.  Firstly, it’s important that you find those comments in the first place. You should be monitoring conversation about your brand across the web. It’s the only way to know what is really being said about your business, to stop the spread of misinformation and to…

Using social media monitoring to evaluate the success of your digital marketing campaigns and reach your goals

When planning your digital marketing strategy or campaigns, you probably have a range of targets and goals for social media in mind that you are hoping to achieve, and that will help you measure your success. But how do you assess whether you are reaching these goals in practice? In this post I will outline the type of goals to consider and tools and techniques to assess success. For example, you might consider one or a combination of the following as goals when approaching integrating social in your business: Increase in followers/fans Increase in requests for information Increase in leads Increase in sales (of a specific product/service, or of everything, or perhaps in a specific market). Social media monitoring allows you to add another string to your bow, so to speak, by allowing you to…

An introduction to issues to consider when starting a social listening or social media monitoring programme

In previous posts, we have shown the vast number of options when choosing social listening software (250 according to this report). But any tool is only as good as the process used to take advantage of the insight generated.  While these are potentially immensely powerful tools, they can be a huge drain on time and productivity if not utilised for the right reasons and in the right way. As with any other marketing tool it has to be linked to business growth but just how do you use these tools effectively?

What is Social Listening?

Starting with the basics, you need to scope out what you're looking to use social listening for. Start by defining how you intend to use it to add value to your business. How will you explain it to colleagues. This is…