Liveworld
post by: Matthew Hammer, VP- Marketing “Bah, humbug!” No, that’s too strong ‘Cause it is my favorite holiday But all this year’s been a busy blur Don’t think I have the energy – The Waitresses, Christmas Wrapping For brands large and small, customer service conducted online and via social media is crucial, and this time of year, it’s an even bigger […]
post by: Matthew Hammer, VP- Marketing Written by former LiveWorld employee, @BryanPerson. We regularly work with our brand clients on scenario and workflow planning for customer service and brand response on social channels, particularly Facebook. Social media is transforming customer service, and we find that many brands are still catching up and adapting to the always-on, public, and conversational nature of […]
post by: Jenna Woodul The social media efforts of large companies typically start somewhere in the marketing department. However, in short order, it becomes apparent that a large portion of what customers want from a company is customer service. Marketing then sets up an escalation process for providing answers from customer service. Eventually, as we’re starting to see with […]
post by: Matthew Hammer, VP- Marketing If you’re in the business of listening and talking to your customers on Facebook, then you need a strong plan for brand response. From deciding whether, when, and how often you’ll respond to fan feedback and questions, there’s a whole range of issues to consider. As a guide for that planning, we’ve come up with this […]
post by: Matthew Hammer, VP- Marketing Many brands are using Facebook as a customer-service channel as well as a brand presence/marketing channel. People ask questions or raise issues on the Wall, and the brand speaks back, showing how responsive it can be. Great, right? But think of the times you’ve wanted to share an opinion about a product or ask a […]
post by: Matthew Hammer, VP- Marketing Written by former LiveWorld employee, @BryanPerson. Earlier this month I posted about a Social Media Breakfast Ottawa presentation from Tara Hunt, who suggested that the customer-service successes of Comcast may be overblown. Following the breakfast, I also sat down with Tara for a video interview that included some questions about her Comcast remarks. SHOW NOTES * […]