Posts tagged with Customer Service

The power of social media for customer service

We've written about the potential of using social media for customer service, or at least monitoring and responding to customers' comments and complaints, and here is a great example of how valuable this can be.

Naked Wines, which launched last December, was very quick to get involved in social media; it has a Twitter account as well as a Facebook group, and this example shows the value of monitoring and responding to customers' concerns where they are talking about you.

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Is Twitter a viable loyalty marketing platform? Dell thinks it could be

Dell is one of the most prominent brands leveraging the popular microblogging service to interact with customers and potential customers and has a whole portfolio of Twitter accounts that are managed by real Dell employees who have names and personalities.

According to Dell, its use of Twitter has led to more than $1m in revenue. While that's a miniscule amount for a company that does billions in revenue every year, Dell has embraced social media like few other companies and deserves a lot of credit for making a real effort.

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LL Bean tops in customer service

The NRF Foundation/American Express Survey just announced the winners of its Customers’ Choice survey, with L.L. Bean coming out on top.

The survey, conducted by BIGresearch which polled 8,167 consumers, named Bean the hand-down winner in online, as well as offline, customer service channels.

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