Posts Tagged: kpi

Social@Scale: Reporting Manager — No Comments
13
Apr 12

Companies Incorporate Social Media Monitoring into Bottom Line

A study of companies worldwide from SHARE found that only 52.8% of respondents were currently monitoring open online social media communities or networks.

However, while nearly half of companies were not monitoring social media, 22% of respondents said they would increase monitoring significantly in the next year, with an additional 37.9% saying they would do so over the next one to two years.

When looking at what metrics these companies track on social media:

- 26.8% of respondents mentioned customer satisfaction

- 23.7% said overall buzz

- Brand experience was also cited by 21% of respondents.

Read more on this study at emarketer.

Social@Scale: Community Manager — No Comments
11
Apr 12

6 Steps to Brilliant Social Customer Service

The explosive growth of social media adoption is a clear indication that it’s a ‘must’ to stay competitive in today’s market. Use the following list of comprehensive steps as a guide to effectively support your customers through social media.

1: Identify the Right Channels New customer service channels emerge each year. Your first step is to prioritize which ones to use in your contact center.

2: Understand Your Social Customer It’s no coincidence the best customer care organizations have the best understanding of their customers. You should also build a feedback system that profiles and aggregates statistics about your customers and their interactions from across your channels.

3: Social Media Goals and Metrics A challenge faced by all companies is how to best measure their efforts using relevant business metrics. You will need a set of social key performance indicators (KPIs) to measure your progress.

Read the rest of these 6 steps to better social customer service at thesocialcustomer.