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Using social media to deliver great customer service is no longer an option – it’s a must. Twitter reports that customer service interactions on social have jumped 250% in the past two years. Two-thirds of consumers are already using Twitter or Facebook for customer service. By 2020, Gartner predicts that 90% of brands will rely […]
Brands should mind the gap—the gap between what the customer wants and how the business aligns to meet those expectations. In this whitepaper, we’ll explore how to bridge that gap and explain what goes into building a great digital customer experience and, ultimately, happy customers.
Pepsi….Fox News….Uber. Look at recent headlines and you’ll see the impact social media can have on a brand. In today’s 24/7 news cycle, responding quickly and appropriately to customers on social media can be the difference between success and disaster. Why do brands still struggle with social media? It’s complex – new social networks and […]
What is the real value of a great customer experience? And once you know, how do you create one? The answers are here. A Harris Interactive survey recently commissioned by Lithium found that happy customers – those that have a great brand experience – spend up to one-third of their disposable income with those brands. […]
Are you ready for your social media marketing to grow up? Or do you like struggling with the day-to-day challenges that come with managing an overwhelming volume of social content, channels, and tools? Social media is now an integral part of marketing — spending on social media is expected to double to 25% of marketing […]
Companies have long hoped social media would give them a new way to connect with their customers. Today, brands pursuing that promise focus almost exclusively on big social networks like Facebook and Twitter, and prioritize customer engagement above all else. So why aren’t brands able to realize the promise of social marketing? Mainly, because the […]
Your business needs to see undeniable value to invest in the resources needed to design, build out and operate a fully functional, high-impact social customer service team. Saddling existing agents with expanded duties has been a Band-Aid solution. But now volumes are rising, and you’re at the point where a full-fledged social customer service team […]
To become a leading brand and stay on top, you’ll need to meet your customers exactly where and when they need you, exactly in the way they need your help. This starts with a sophisticated approach to measuring both agent performance and customer experience. Read The Social Customer Service Playbook from Lithium to find out […]
The answer is simple: lack of data-driven marketing. For social marketing to compete with other marketing channels, it’s necessary to stay close to customer and performance insights buried in analytics. The problem lies in that most social marketing software providers lack sophisticated campaign management features which allow marketers full control to optimize and test variations. […]