SOCIAL MEDIA BLOGS, NEWS & EVENTS

A roadmap to using social media for customer service

Social media plays a critical role in successfully delivering good customer service. Jo Causon, CEO at the UK's Institute of Customer Service, says “social media needs to be a central part of a coherent, sustained and long-term focus on customer...
25 May 2017 | 09:30 am

5 ways to embrace social media in public sector organisations

A recent report revealed that good communication has significantly supported one Police Force in catching criminals. Social media channels (Facebook and Twitter) used by Surrey Police were responsible for 41% of all intelligence tips resulting from...
18 May 2017 | 11:23 am

Five barriers to delivering excellent customer service on social media

When you think about failures in customer service and the impact of social media, you might think about the recent problems at United Airlines ejecting a passenger from an overbooked flight. But there's another important example. We're talking about...
11 May 2017 | 09:20 am

8 common social media risks for organisations

Many well-known companies are coming under scrutiny for their social media blunders including United Airlines, McDonalds and Yahoo to name a few recent examples. Here's our list of the eight most common social media risks which could affect your...
04 May 2017 | 10:30 am

How Social Customer Service impacts bottom line performance

Harvard Business Review recently reported that companies who embrace social customer service capabilities (sometimes called social customer care) improved year-on-year revenue per contact by 6.7%. In the same report they found that at the opposite...
27 April 2017 | 09:00 am

Social Media Law: When to use #Ad in influencer marketing

Social media has made it significantly easier for organisations to leverage high-profile individuals to promote their products, services and brands online, delivering a modern (and potentially lucrative) form of product placement. Social media...
20 April 2017 | 09:00 am

Six steps to manage your social media accounts if you're "out of office" this Easter

The Easter bank holidays in the UK have arrived: a time of fun, chocolate bunnies and a perfect opportunity to engage with your followers. However, even busy social media managers deserve a holiday, so here's our tips to keep your corporate social...
12 April 2017 | 11:00 am

Social Customer Service: The Fundamentals

Today it is estimated that over 70% of the UK’s workforce have customer facing roles. Combine this with the rise in customers utilising social media, it is becoming a necessity to ensure that the workforce is equipped with the fundamental skills to...
06 April 2017 | 08:00 am

Social Media Law: is your organisation putting itself at risk?

In a recent webinar with legal expert Steve Kuncewicz, Principal Lawyer at Slater & Gordon LLP, we explored the current social media law and legal regulations. A fact-filled presentation, this is the first of two blog posts providing a summary of...
30 March 2017 | 09:00 am

WEBINAR: Developing a customer service strategy on social media

  On Thursday 23rd March at 11am join our hosts Graeme Eccles (Sales Director) and Michelle Leavesley (Marketing Director) as they discuss the key pointers on why it pays to have customer service at the heart of your social media strategy. Listen to...
17 March 2017 | 04:47 am