Customer Service in a Social/Tech Age: A #CMWorld with Jay Baer 

JayBaerCustomer service is heavily aligned with social media efforts for brands; and content marketing is also heavily aligned with social media efforts. It’s time that content marketers and social media folks really think about customer service if they want to be focused on their audience (and in many cases, have built in content to repurpose). Jay Baer joined our recent #CMWorld Twitter chat to talk about customer service in a social age.

Want more from Jay? He is presenting three sessions at Content Marketing World.

Were there tweets you wanted to retweet, respond to or favorite from this week’s chat? Visit these Storify links, part 1 and part 2.

Q1: How has social media changed the game for customer service? #CMWorld

@CMIContent A1 thanks to #socialmedia your customer service issues have gotten a lot more transparent.  #cmworld
@SFerika

A1: Soc Med has changed cust. srvc because customers expect immediate & helpful response #cmworld
@SueBrady

A1: #SoMe means the lights are always on and the “phone” must always be answered. We’re all 24/7 now. #cmworld
@mikemyers614

Brands are accessible where people are already spending their time, instead of a 800 # in the fine print #cmworld  https://twitter.com/CMIContent/status/626060805897785344
@dmboutin

A1: Social Media Has Amplified It. Those Who Engage Expect Quick Answers. Customer Service Is Ever More Important. #CMWorld
@sgoldberger12

A1: SM allows us to respond at real time to customer concerns and feedback. It let’s us connect with our customers #CMWorld @CMIContent
@LeadPath

A1: Of course it did. In the best way I think! Can lead to crisis or new ambassadors! #cmworld
@alongtin

@CMIContent Customer Service on Social is: Quicker. Engaging. More Personal & Human. #cmworld
@AmberOoley

Absolutely! #CMWorld  https://twitter.com/mikemyers614/status/626061016779067393
@CMIContent

Customers want responses now. Not 1-2 business days via email. #CMWorld https://twitter.com/CMIContent/status/626060805897785344
@flinds

A1: SoMe means that customer service needs to be served up wherever the customer wants it #cmworld
@ardath421

A1: The speed and power to connect personally to potential clients and customers. Analytics powers the where and how #cmworld
@ThinkSEM

A1: Social media changed expectations for both responsiveness and consistency – the brand has one face across channels #CMworld
@AnneJanzer

A1b: 72% Of Consumers Expect Brands To Respond Within An Hour To Complaints Posted On Twitter http://marketingland.com/study-72-of-consumers-expect-brands-to-respond-within-an-hour-to-complaints-posted-on-twitter-63496 #cmworld
@SueBrady

A1) customer service is much more immediate on social media. (unless the company sucks at using social media) #cmworld
@Trvshlvrd_RR

OMGosh can you say instantaneous interaction, real-time problem-solving & real-time praise. Revolutionary! #cmworld  https://twitter.com/CMIContent/status/626060805897785344
@webmastergirl

Social media #custserv can be super helpful or super awful. #cmworld
@CTrappe

A1: SM allows us to respond at real time to customer concerns and feedback. It lets us engage with our customers #CMWorld @CMIContent
@LeadPath

A1: social media = individual connections. customers want to know the people behind faceless “service” interactions #cmworld
@AndreaFryrear

I can believe it #cmworld  https://twitter.com/SueBrady/status/626061267430719488
@ThinkSEM

Social media has improved it. Lackluster service can and will get called out on social media. #CMWorld  https://twitter.com/CMIContent/status/626060805897785344
@Point_Drive

A1: Customers want a response 24/7, even if the social media account is not a 24/7 customer service hotline. #CMWorld
@flinds

A1: customers can receive instant feedback or help with the invent of social media. We’ve created a 24/7 cycle #cmworld
@eelectriklady

Dear brand, I’m talking to you. Can you hear me? #cmworld
@CTrappe

A1: You can no longer pretend you didn’t hear/see your customer complaints! Forces you to deal with issues.. #cmworld
@AmandaSubler

A1: #socialmedia has provided a much stronger voice for the consumer. Brands can no longer listen to feedback in a vacuum #CMWorld
@Mr_McFly

@CTrappe we hear you loud and clear!  #cmworld
@CMIContent

@SFerika @CMIContent Bingo. Everyone is watching. #cmworld
@My_Binesta

A1. With social media, customer service is now a spectator sport. The onlookers are as important as the customer.  #cmworld
@jaybaer

@ardath421 @CTrappe Agreed. Either well done or it’s hurting your brand #cmworld
@ThinkSEM

@dmboutin @MSLJim and especially not automated DM’s lol  #cmworld
@CMIContent

@flinds Courtesies sometimes go out the window with how they ask and respond, too. #CMWorld
@sgoldberger12

A1: Social media has made customer service much more immediate, it’s another avenue where customers can immediately reach you #cmworld
@d3logic

A1) Not only can we see how they meet our needs, but others’ needs too – in real time. #cmworld
@Serious_Vanity

A1: Immediate & instant. People assume there is always someone at the end of a Twitter account #cmworld
@JonTromans

ohhh.. great point! #cmworld  https://twitter.com/jaybaer/status/626061573531021312
@AmandaSubler

Customer service is more than a 1-800 #. #cmworld #socialmedia
@AmberOoley

A1: It has opened floodgates of opportunities and improvement scope. It spread companies thin and compels them to “Listen More” #cmworld
@sharmasights

.@CMIContent Can’t forget the cartoon character that most influenced my world-view on his 75th birthday! #CMWorld http://t.co/xTTEtZn1DC
@bendgibbons

@CMIContent A1 With SM, customers have the ability to voice their opinions and suggestions immediately, and expect a quick response #CMWorld
@Pearl_Capital

@CMIContent @dmboutin Auto DM’s: Oh, don’t get me started! #CMWorld
@MSLJim

A1: It adds more accountability for solving a customers problem and giving them an excellent experience #cmworld
@aford21

A1. Because it’s public. Many companies have been “forced” to answer customer’s needs! #CMWorld Or more like finally helping them!!
@SauravRimal

A1: It’s simply made so many customer conversations about brands visible. Now we can have a voice. #cmworld https://twitter.com/CMIContent/status/626060805897785344
@JeremyBednarski

A1: It requires companies to respond to inquires RIGHT NOW, instead of in a few days; making companies more accountable. #cmworld
@jaybaer

A1. Also, overall complaint volumes are way, way up because it’s so easy to reach companies in social. This is a challenge. #cmworld
@netvantage

A1: silence is now the ultimate customer service sin.  #cmworld
@AndreaFryrear

A1) Need to be far more agile now with social. Things can get out of hand quickly. #CMWorld
@MSLJim

A1: Social media is much more the front line.  Smart phones and apps have changed the game #CMWorld https://twitter.com/CMIContent/status/626060805897785344
@juliezisman

Have you registered yet for #CMWorld in September? Register w/ code GOANIMATE100 for $100 off: http://gmnt.co/1HTLGA1
@GoAnimate

@JeremyBednarski brands can’t ignore negative comments anymore. #cmworld
@ThinkSEM

A1 Social media has brought customer service directly to the customers, making it easier and faster – with higher expectations #cmworld
@kmzimm

A1: And a chance to network with companies like ours and better serve our clients due to knowledge sharing #cmworld  https://twitter.com/LeadPath/status/626061374108663808
@TheWhitleyGroup

A1. In the U.K. social media complaints increased 8x (!) between Jan ’14 and May ’15  #cmworld
@jaybaer

A1: #SocialMedia is also proving that #custserv is no longer just a department…#CMWorld
@Mr_McFly

A1. Social media has forced customer service to become more timely and efficient, SM never sleeps so neither should CS #cmworld
@opensponsorship

WOW #cmworld  https://twitter.com/jaybaer/status/626061897901715461
@mikemyers614

A1: And recent statistics say that millennial’s expect customer service on social media http://www.desk.com/blog/millennials-skip-traditional-customer-service-for-online-troubleshooting/?utm_content=bufferc8e81&utm_medium=social&utm_source=twitter.com&utm_campaign=buffer #cmworld
@alongtin

“Thanks for your tweet” is not that great of a #custserv response. #cmworld
@CTrappe

A1: The customer can hail your praises or share your dirty laundry where everyone can see! #CMWorld
@bendgibbons

True, the barriers to complaint are much lower! #Cmworld https://twitter.com/jaybaer/status/626061778695376901
@AnneJanzer

@jaybaer wow! That’s because it’s effective #cmworld
@ThinkSEM

@jaybaer Yes, and customers can complain any time of day. There’s no break. #CMWorld
@sgoldberger12

Good point about expectations…they are just going to increase. #cmworld  https://twitter.com/alongtin/status/626062012846579713
@mikemyers614

You CAN pretend, just much worse if you do. Still, heard recently >60% of messages to brands go unanswered #cmworld https://twitter.com/AmandaSubler/status/626061527674564609
@dmboutin

WOW. Complaints via Twitter should be cut off at 50 characters. #cmworld  https://twitter.com/jaybaer/status/626061897901715461
@netvantage

Airlines are pretty good with social media #custserv #cmworld
@CTrappe

A1 @CMIContent Customer service through social media allows for more instant gratification & can be used for relationship marketing #CMWorld
@FreshSparks

Wow #CMWorld  https://twitter.com/jaybaer/status/626061897901715461
@CMIContent

@netvantage exactly, everything is much more immediate #cmworld
@d3logic

Q2: Is there a “right way” to align customer service & marketing for the best community management & #custserv? #CMWorld

@kateeidam @dmboutin @FreshSparks Apparently they are going to be remaking it. Can never be as good as the original tho! #CMWorld
@MSLJim

A1. Social media is the petri dish of first-world problems. Stuff too minor to call about, you’ll still tweet about. #cmworld
@jaybaer

I’d say 3 in 4 companies use social media in a directionless, meaningless way. #cmworld  https://twitter.com/lindadessau/status/626062143994134529
@tedbauer2003

Following #cmworld chat from the beach http://t.co/8aPwfjb01W
@fbowman

A1 pt2: They can also engage you in conversation where they live, which is HUGE for nurturing the relationship.  #CMWorld
@bendgibbons

@CMIContent A1 it puts brands in a position to learn about & enhance the customer experience at the point of sale, and beyond. #cmworld
@JoeRyan365

@jaybaer A1. SM has allowed companies to learn how to improve and focus on the customer experience. #cmworld
@weleung

@jaybaer That’ll be me grumbling at @virgintrains 😉 #cmworld
@JonTromans

@MSLJim @kateeidam @FreshSparks I have the first season on DVD 🙂 #cmworld
@dmboutin

Come joint the #cmworld chat! It doesn’t get much better than @jaybaer as this week’s guest! https://twitter.com/FreshSparks/status/626060123346055168
@JeremyBednarski

A2: There is not one ‘right way.’ What aligns with your company and strategy? What do you have the resources to handle? #CMWorld
@flinds

@fbowman great combo 🙂  #cmworld
@CMIContent

@MSLJim @kateeidam @dmboutin No way. Who is remaking it? #CMWorld
@FreshSparks

@jaybaer Have you ever hired anyone for your personal branding? #cmworld
@sheththegreat

@CMIContent Make sure the voice of your #customerservice is in sync with your brand/mktg. #cmworld
@AmberOoley

A2. The best approach would be for customer service and marketing to be the same team, but that’s rarely the case. #cmworld
@jaybaer

Particularly if you have a cold that day, too. MT @jaybaer Stuff too minor to call about, you’ll still tweet about. #cmworld
@Point_Drive

A2c: Twitter is making customer serv. easier by letting DMs be longer: https://www.linkedin.com/pulse/twitter-dms-soon-long-you-need-joshua-march?trk=hp-feed-article-title #cmworld
@SueBrady

@MSLJim @kateeidam @FreshSparks Maybe we should start a #DangerMouseChat 😉 #cmworld
@dmboutin

#Guilty #CMWorld https://twitter.com/jaybaer/status/626062340899868672
@flinds

@CMIContent  A1: quicker response times, wider platforms, and more creative and personalized interactions #cmworld
@nikktto

A1 major changes have to do with expectations. Customers who expect real time response, personalized conversations, etc #cmworld
@LydiaNicoll

A1b: Maybe social opening hours should be in the Twitter profile 😉 #cmworld
@JonTromans

A2. In practice, you have to decide who is first responder in your company (#custsvc or #marketing) and then build a hand-off plan #cmworld
@jaybaer

A2) Develop a company-wide best practices for all channels, and be consistent with it. #cmworld
@Serious_Vanity

A2 Of course! Brand touch points don’t just happen in cust serv or mkting anymore. It happens everywhere! #brand alignment is key. #cmworld
@Magnani_Dot_Com

A2: Every #brand will have to find their own way…some will combine #marketing and #custserv, others won’t (at their own risk). #cmworld
@mikemyers614

Truth. Often just as much about the spectators as onlookers. Both impact image and viewable accessibility #CMWorld https://twitter.com/jaybaer/status/626061573531021312
@kateeidam

A2: Have a plan that you want to follow in terms of responses and how things should be solved, without being generic of course.  #cmworld
@netvantage

That’s crazy – w/ today’s transparency you would think companies would want to keep up with the demand #cmworld  https://twitter.com/dmboutin/status/626062139120328704
@AntoniaStiedaSa

A1: I’d say yes, social media has magnified any customer service complaints. IMHO for B2C, it’s 1000X worse! #cmworld @jaybaer
@tamarweiss

@tedbauer2003 @tedbauer2003 can you share an example of a company or organization that is doing it well? #cmworld
@eelectriklady

A2. The right way would be to work together to address customer’s needs or even better product! #cmworld
@SauravRimal

A2: marketing for acquisition, cust serv for retention sometimes works. though that line is pretty blurry.  #cmworld
@AndreaFryrear

A2: Knowing what your company’s goals are and having a plan and responses laid out. Communication is key! #cmworld
@ThinkSEM

Solution: Integrate some team-members, doesn’t need to be all, so strategy is aligned. #CMWorld https://twitter.com/jaybaer/status/626062602569957376
@flinds

A2: Collaboration would be a great start for aligning marketing and customer service 🙂 #cmworld
@ardath421

@CMIContent Article’s here if anyone wants a look: http://www.theguardian.com/media-network/2015/may/21/customer-complaints-social-media-rise #cmworld
@MSLJim

A2: Marketing & #custserv should work as one. You have to be great at customer service to deal out efficient marketing #CMWorld @CMIContent
@LeadPath

Very very important. #cmworld  https://twitter.com/AmberOoley/status/626062599679905792
@saranshgarg

@AntoniaStiedaSa Many brands though don’t have the resources properly allocated to answer inquiries on multiple channels #cmworld
@Magnani_Dot_Com

@jaybaer And if not the same team, at least working together! #CMworld
@AnneJanzer

@jaybaer Are there stats about positive sentiments increasing as well? I’m sure nowhere to the extent of complaints, but curious. #cmworld
@JeremyBednarski

A2. The other key thing that’s not done as much as it should be is Customer Service feeding insights back to Marketing  #cmworld
@jaybaer

A2: Be responsive to your customers and try to find their needs rather than just blindly selling to them #cmworld
@d3logic

A2: Regardless of which team it is, everyone should be working off the same #custserv mindset, right? #cmworld
@mewzikgirl

A2. Alignment should be consistent with your brand’s audience and what makes sense for the company, there’s no “right” way #cmworld
@opensponsorship

A2: I find this to be a huge challenge (cust. srv and mktg trying to manage community together). But it’s so important. #cmworld
@SueBrady

@FreshSparks @kateeidam @dmboutin More here: http://www.independent.co.uk/arts-entertainment/tv/news/danger-mouse-stephen-fry-to-voice-colonel-k-in-new-cbbc-remake-9894834.html #CMWorld
@MSLJim

A2: As Long As You Offer Superior Customer Service, Your #Marketing Benefits. They’re Already Aligned. #CMWorld
@sgoldberger12

@JeremyBednarski I don’t have those stats, but anecdotally yes. Tons of atta-boys on social that would never happen via phone  #cmworld
@jaybaer

@jaybaer Yes because #custserv will help marketing know if their efforts are working! Exactly! #cmworld
@LeadPath

@SueBrady absolutely so important to work together as a team  #cmworld
@CMIContent

A2: Both can learn a lot from each other about customers needs, wants, frustrations, likes, etc.  #cmworld
@ardath421

@AnneJanzer @jaybaer Amen! Maybe this has a fighting chance in large companies, but wow, coordination is a mess. #cmworld
@tamarweiss

A 2: you need to have strong connection between both teams, or ideally a task group that works in marketing and customer service #cmworld
@nikktto

@jaybaer Would agree and add the idea that siloing is still a big issue. More data in more places helps the #brand everywhere. #cmworld
@Magnani_Dot_Com

A2: Have a marketing person embedded in with customer service looking for opportunities #cmworld
@JonTromans

A2) Marketing can tweak their goals to align with feedback provided by customer service.  #cmworld
@Trvshlvrd_RR

A2:You have to have the right voice, the one in line with your strategy. BUT you have to adapt to the customer you’re talking with! #cmworld
@alongtin

A2: That’s like asking if your arms & legs move when you walk or run. They go together. It’s all part of the customer experience #CMWorld
@Mr_McFly

#Thatmomentwhen the Library internet goes down during the #CMWorld chat. It was a horrifying four minutes.
@webmastergirl

A2: For better #custserv Marketing should Under-Promise and Over Deliver  #CMWorld
@sharmasights

Or if u don’t want to be on hold u try an online msg – + it exposes them online so more pressure to reply? #cmworld https://twitter.com/jaybaer/status/626062340899868672
@AntoniaStiedaSa

A2) Formulate the “funnel” together. Work w/ each department’s strengths and make sure they compliment each other. #cmworld
@CrowdContent

Social is a great way to turn a complaint into a positive sentiment if you’re doing #customerservice right #cmworld https://twitter.com/JeremyBednarski/status/626063110152060929
@dmboutin

A2 best would be for customer service & marketing to be handled by the same team! But if goals are agreed upon/aligned, that helps! #cmworld
@LUCYrk78

A2. The reality is small companies with less-defined departments have an easier time w/ marketing + customer service integration  #cmworld
@jaybaer

@tamarweiss @AnneJanzer @jaybaer Nodding head in violent agreement #cmworld
@SueBrady

Count me in! #CMWorld https://twitter.com/dmboutin/status/626062669662056448
@kateeidam

Looking forward to finishing my @netvantage blog, How a Little Positivity Goes a Long Way in SM, especially with today’s #cmworld chat
@LexieKimball

@mewzikgirl Agreed. They’re Related & You Should Always Give The Best Customer Service You Can. #CMWorld
@sgoldberger12

THIS! #cmworld  https://twitter.com/jaybaer/status/626063141961658369
@juliezisman

A2 establish common values, use customer success stories, have common practices established for specific scenarios for consistency #cmworld
@LydiaNicoll

@jaybaer so true! #cmworld
@ThinkSEM

A2: Your core message(s) better align otherwise it’s #koyaanisqatsi! #CMWorld
@bendgibbons

A2 @CMIContent A plan communicated to both departments, supporting retention as a key metric for success. #CMWorld
@FreshSparks

@dmboutin @MSLJim @FreshSparks That’s a good investment!! #CMWorld
@kateeidam

You’re right, @jaybaer – it’s critical to be aligned re: duties to ensure customer satisfaction. #CMworld https://twitter.com/jaybaer/status/626062782916653056
@ConstantContact

A2: Your marketing and community teams do not operate in a vacuum. Must align strategy and voice to be effective. #CMWorld
@flinds

@kateeidam @MSLJim @dmboutin @FreshSparks  see, content marketing does grow communities! 🙂  #cmworld
@CMIContent

Q3: How might B2B online customer service differ from B2C? And what would some similarities be? #CMWorld

@jaybaer Marketing and Customer Service should focus on solving problems and providing information right from 1st Connect #cmworld #custserv
@sharmasights

@tamarweiss @jaybaer Coordinating between Mktg and Customer service SHOULD be easier in small companies – both teams benefit #cmworld
@AnneJanzer

A2: here @Zendesk, our #custserv team answers social first, then hands off to marketing #CMWorld
@amywhiggins

@flinds Strategy can be aligned…but the actual ‘doing’ seems to be much harder! #cmworld
@SueBrady

@alongtin personalization is super important but so is consistency! #CMWorld
@LydiaNicoll

A2: marketing/social media work together – http://www.business2community.com/brandviews/act-on/inbound-marketing-vs-outbound-when-did-the-world-become-black-and-white-01268211 … To keep #custserv central be certain to respond to good & bad #cmworld
@TheWhitleyGroup

A3. In B2B the customer service “answers” are often found in content more so than B2C  #cmworld
@jaybaer

A2.  So true.  we’ve never heard any feedback from our call centers.  Time to ask since they don’t tell!  #cmworld  https://twitter.com/jaybaer/status/626063141961658369
@weleung

The perfect @Spotify playlist during #cmworld #twitterchat. #happygolucky #contenthappy http://t.co/VqnIZkXID3
@AmberOoley

A3 B2B needs the assistance of SMEs, usually. B2C needs to know where/how to answer common issues quickly. #cmworld
@Magnani_Dot_Com

A3: #B2C = I hate my new shoes. I want new ones. #B2B = I looked dumb in front of my boss. You owe me the raise I’m not getting.  #cmworld
@AndreaFryrear

@CMIContent @kateeidam @dmboutin @FreshSparks Exactly. And all we need to get started was a GIF! #CMWorld
@MSLJim

A2: It’s really all about common goals and knowledge…training + communication is key to align #custserv and marketing #Besties #cmworld
@amywhiggins

A3: Big similarity: B2B and B2C both involve remembering that you’re talking with people. #cmworld
@SueBrady

@dmboutin Totally agree. And done publicly as well! #cmworld
@JeremyBednarski

@SueBrady Always easier said than done. Helps to integrate. Funnel feedback to each other to improve. #CMWorld
@flinds

@AmberOoley @Spotify ha! I have DMB going for the #CMWorld chat!
@MoninaW

A3: Interesting that you called out online…B2B expectations would be higher because they are trying to serve their own customer. #cmworld
@mikemyers614

A3. B2B has amazing success stories w/ community-based service via in-house or third-party forums. Look at http://spiceworks.com  #cmworld
@jaybaer

A3 However, their similarity is their approach, tone and general good nature toward a frustrated or inquisitive customer. #cmworld
@Magnani_Dot_Com

@CMIContent Both need to be informed about the core values of the company, preferably from the CEO, so everyone’s on the same page. #CMWorld
@JoeRyan365

And I guess keeping up with KPIs and measurements! #CMWorld  https://twitter.com/jaybaer/status/626063581210112000
@alongtin

True. many brands have figured out how (Next Online, KLM etc)&respond to over 80% so it’s becoming a stdrd #cmworld  https://twitter.com/magnani_dot_com/status/626063080078884864
@AntoniaStiedaSa

@CMIContent Hi, this is Kshitij. Two fav. characters – Jerry n Bugs Bunny – cute chaps who know how to get out of every trouble  #CMWorld
@KJain342

@FreshSparks Yes! We recently shifted our model so that one person’s sole role is customer retention. It’s working well! #cmworld
@CrowdContent

@CMIContent Take B2B offline + keep most B2C online. Customers will see your effort + still love you. #cmworld #humantohuman
@AmberOoley

A3: we don’t have customers per se, only B2B clients but we still have to make them happy! We make sure they look good online #cmworld
@ThinkSEM

A3: On social, there’s really not a difference btwn how to handle B2C vs B2B #custserv #cmworld
@amywhiggins

Yes! #CMWorld  https://twitter.com/SueBrady/status/626064211144216576
@CMIContent

A3: B2C customers on average have more customers contact them trough social media, B2B is a little less common #cmworld
@d3logic

@CrowdContent @FreshSparks Is that one person in the mktg dept. or in Cust. Srvc? #cmworld
@SueBrady

@AnneJanzer @jaybaer True. Here in TelAviv startup land…. cust service is not #1 in early stages. Growth is…..sigh #cmworld
@tamarweiss

Q3: B2B = slower pace & more content driven answers. B2C = speed & instant gratification 😉 #cmworld
@JonTromans

@Mr_McFly @CMIContent Very true! #cmworld #socialmedia
@optimal_target

Truth! #CMWorld  https://twitter.com/SueBrady/status/626064211144216576
@MSLJim

Q3 B2B (typically) requires more in-depth knowledge of product, client and relationship. Easier to move offline if needed #CMWorld
@kateeidam

A3: Differences: the attitude and ‘tone’ of the complaint/compliment. B2B would result in a more professional complaint -not always #CMWorld
@flinds

@weleung @Jaybaer Take it a step further and listen in on the calls. Did that at a past company and the feedback was fascinating. #cmworld
@JeremyBednarski

A2-you have to ensure that the groups are aligned! Communication and messaging consistency from #marketing & #custserv are a must! #CMWorld
@vvcarr

@SueBrady @FreshSparks Customer success. #cmworld
@CrowdContent

A3 To @jaybaer’s point on B2B forums, I worked for a building code company. The Forum was a great tool for officials around the US. #cmworld
@Magnani_Dot_Com

A3 B2C (typically) requires more nimble, quick response based on less information #CMWorld
@kateeidam

A3. B2B is easier to move offline, while B2C is more public facing. And B2B doesn’t seem as opposed to hopping on the phone #CMWorld
@Point_Drive

A1) Social media allows more personal, direct engagement (sharing, reviews, likes, etc.) btwn customers & businesses. @CMIContent #CMWorld
@MorganMandriota

@nikktto Task group! Yes!!! An outside party w a lot of vertical exp. and a good rep can sometimes clean up a mess. #cmworld
@tamarweiss

A3: In B2C there’s more need for empathy since issues are personal – often the customer has tried to self-serve and failed #cmworld
@ardath421

A3: the advancement and immediacy of response/resolution in B2C has changed expectations, and B2B has to grow and adapt. #cmworld
@mewzikgirl

@CrowdContent @FreshSparks Love that you have that! #cmworld
@SueBrady

A3: With both B2B and B2C you need to remember your talking to customers. B2B expectations are usually much higher #CMWorld @CMIContent
@LeadPath

A3 #custserv should MORE important in B2B due to $ value of each customer  #cmworld
@jaybaer

A3: B2B looks for Best Practices from the “community” more than answers than from customer service. #CMWorld https://twitter.com/CMIContent/status/626063846583595009
@juliezisman

A1: Social media crushes silos and makes everyone customer service, marketing and sales.  #cmworld
@joshmccormack

A3: Some tweet B2B differently on social depending on the “plan” the company subscribes to #cmworld
@amywhiggins

Your customer service related content, needs to provide answers in a simple & convenient way. #cmworld
@RizzoMB

Q3: B2B – Information Driven ,,B2C – Sales Driven #cmworld
@sharmasights

A3: B2C customers are more interested in the gift card, meal voucher, free items, etc than an actual resolution to the issue. #CMWorld
@flinds

@Magnani_Dot_Com @jaybaer Forums are a great way for self service, for both B2B and B2C #cmworld
@amywhiggins

Great Tip. #cmworld  https://twitter.com/JeremyBednarski/status/626064671259369472
@juliezisman

@mewzikgirl EXACTLY! customers don’t care that you are B2B. They see @zappos doing it and are like “why can’t you do it?”  #cmworld
@jaybaer

A1: Customer service is no longer a secret. How you handle is broadcast.  #cmworld
@joshmccormack

A3: The other day someone says… there’s no B2B or B2C …there’s just H2H… human 2 human ! #CMWorld
@alongtin

A3: Similarities: On social media, everyone can see your responses so whether B2B or B2C, keep responses professional. #CMWorld
@flinds

@flinds I disagree. Simply delighting the customer doesn’t work after the fact. It’s all about expectations #cmworld
@amywhiggins

A3) B2B is more collaborative and results driven. B2C is more about emotionally satisfying a person’s unique dilemma. #cmworld
@Serious_Vanity

@Magnani_Dot_Com @jaybaer Totally. Data-oriented marketers have better chance to “prove” how effective alignment can be. #cmworld
@tamarweiss

@jaybaer @mewzikgirl @zappos Love how Zappos has a ‘no time limit’ rule for their CSRs. #cmworld
@SueBrady

@ardath421 Just so. In The Netherlands, 71% of social media complaints are from people disappointed with phone/email service.  #cmworld
@jaybaer

A3: @jaybaer- although dissatisfied consumers tend to be more vocal about it on SoMe than B2B customers #cmworld
@ardath421

Q4: Is it realistic to be able to answer every tweet/comment/mention? Is that a customer expectation today? #CMWorld

@CMIContent they shouldn’t differ. It’s all P2P. #cmworld
@JoeRyan365

@tamarweiss @jaybaer Tamar – share the cautionary story of Homejoy: http://www.forbes.com/sites/ellenhuet/2015/07/23/what-really-killed-homejoy-it-couldnt-hold-onto-its-customers/   #cmworld
@AnneJanzer

@flinds good point Lindsay #cmworld
@ThinkSEM

A3 b2c more sense of entitlement. B2b actually should be entitled #cmworld
@LydiaNicoll

@amywhiggins Oh, it does work. Observe the tweets on chipotle, dunkin donuts, taco bell. It may not always work, but it works. #CMWorld
@flinds

Wow. @jaybaer @ardath421 Just so. In Netherlands, 71% of soc media complaints are from people disappointed w/phone/email service. #cmworld
@SueBrady

@flinds That’s a very good point.  #cmworld
@shhh

Have you seen this lineup? Join next week’s #cmworld chat w/ @randfish! http://www.contentmarketingworld.com/cmworld-twitter-chats/?utm_source=cmi.media&utm_medium=urlshortener
@AmberOoley

A2) The only “right way” to align customer service & marketing is to successfully/personally connect to your audience. #CMWorld @CMIContent
@MorganMandriota

A4: Depends on the size of the #brand/ no of customers…many have to prioritize and try to group like requests and respond. #cmworld
@mikemyers614

A3: In B2B tech, People look for Best Practices from the “community” more than answers via customer service. #CMWorld
@juliezisman

A4 The user doesn’t see the all the messages being answered, they simply see theirs going unanswered. So, yes to both points. #cmworld
@Magnani_Dot_Com

@JeremyBednarski @jaybaer Thanks for the tip Jeremy!  Great idea to step it up a notch! #cmworld
@weleung

Q4: It’s 100% realistic. You make the time and team to ensure customers are listened to. It’s today’s expectation. #cmworld
@LUCYrk78

A4: Realistic, no, but that doesn’t mean you shouldn’t try.  #cmworld
@netvantage

A4: Maybe not all, but the individual ones that are negative/asking a question make sure to reach out! #cmworld
@ThinkSEM

@flinds Not saying people don’t do it. I think complaining for coupons is not a great biz model – forms poor relationships #cmworld
@amywhiggins

A3) As @SueBrady mentioned, social media makes it easier to foster relationships, whether B2B or B2C it still H2H! #CMWorld
@MSLJim

A4. Yes. My new book Hug Your Haters says you should answer every complaint, in every channel, every time. http://www.amazon.com/Hug-Your-Haters-Complaints-Customers/dp/1101980672/ref=sr_1_1?ie=UTF8&qid=1438100387&sr=8-1&keywords=hug+your+haters #cmworld
@jaybaer

Q4: cont’d…plus! If YOU aren’t doing it, your competition will. You’re leaving the door wide open for them. #cmworld
@LUCYrk78

A4: We should be able to answer, for me is all about providing the customer the best service online. #cmworld
@Tephi729

A4: Yes it is. It’s not easy, nor always necessary, but it can be done. It’s important to respond to comments of value. #CMWorld
@Mr_McFly

@CMIContent Everyone wants to be heard, but this is unrealistic. Recommend a set of FAQ answers to reuse to save time. #cmworld
@AmberOoley

@CMIContent A4: I believe that you should try your best to, yes. The larger the company, the larger the marketing team! #CMWorld
@ExperianDQSteph

Seems to be some interesting stuff happening on #cmworld (esp from @jaybaer ), take a gander.
@PRCog

A4 : @CMIContent Look at @RockstarSupport or at @KLM it is very realistic, IF You have a team big enough and the desire to do so #CMWorld
@Berngaming

@amywhiggins @lindadessau @ardath421 I see what you mean as well. #cmworld
@lindadessau

A4) Yes! Whether it takes one person or a whole team, every attempt at a customer connection should be acknowledged. #CMWorld @CMIContent
@MorganMandriota

A3. Depends on the volume received, but the goal should be to respond to every SM mention/question #cmworld
@opensponsorship

A3: The relationship’s core: Everyone’s a customer & expects to be heard & treated w/respect even this guy! #CMWorld http://t.co/927MtUC4gZ
@bendgibbons

A4: I remember one time, I voiced my frustration about Sprint and Verizon answered me. #TrueStory #CMWorld
@Mr_McFly

A4. Haters aren’t your problem, ignoring them is. The most dangerous customers are the “meh” middle who are mad but don’t say so.  #cmworld
@jaybaer

@CMIContent customer service IS marketing, good CS leaves a lasting impression. #CMWorld #custserv https://twitter.com/JoeRyan365/status/626065341349777408
@bkconnect

A4: I think it has become an expectation. But with bigger brands, that could be near impossible. #CMWorld I find myself expecting it at times
@flinds

@CMIContent A4 Yes! That one ignored comment can cost you that person’s lifetime biz–and then some.  #cmworld
@SFerika

@jaybaer Interesting…what can/should a #brand do if that’s not practical because of volume? #cmworld
@mikemyers614

A4: From a customer standpoint, it’s expected that THEIR comment is answered. Businesses need to. #cmworld https://twitter.com/CMIContent/status/626065334718500864
@JeremyBednarski

@jaybaer There will always be naysayers, but seeing a company actively addressing concerns on social helps grow customer trust. 🙂 #cmworld
@optimal_target

A4: Maybe not realistic, but definitely expected. I believe the expectation is response within an hour. #NoSleep  #cmworld
@AndreaFryrear

A4 In a perfect world, yes respond to all. In reality, not necessarily. Budget, staff, time all impact. Need response strategy #CMWorld
@kateeidam

A4: Obviously it depends on the number of responses your company gets, in any case you should try to respond to as many as possible #cmworld
@d3logic

A4: sometimes it could take 392 tweets for an organization to reply back http://www.bbc.com/sport/0/football/33678324 😉 #CMWorld.
@SauravRimal

A4) Not there (yet) but I would scale up social employees until at the very least every question/complaint/compliment is addressed #cmworld
@dmboutin

A4: social media makes it incredibly easy to find people talking, and customers know that. ALWAYS respond. ALWAYS. 100%. ALWAYS! #cmworld
@Marty_Marketing

This! #CMWorld  https://twitter.com/jaybaer/status/626065939268829184
@CMIContent

@ardath421 Maybe I see it differently. I see B2B and B2C taking issues personally. When something fails, your job sucks #CMworld
@amywhiggins

@CMIContent #CMWorld with a sufficient team, yes. A very large firm should have a 24/7 digital operation imho.
@dynamic_digi

@Mr_McFly I definitely agree – it is worth it in the long run. #CMWorld
@ExperianDQSteph

It’s becoming an expectation-companies should try &increase their %of responses. Check: http://www.ignitesocialmedia.com/social-media-examples/top-brands-social-media-customer-service-facebook-twitter/ #CMWorld https://twitter.com/cmicontent/status/626065334718500864
@AntoniaStiedaSa

A4: Addressing customer issues and concerns is expected and definitely a higher priority than responding to general tweets. #cmworld
@creativechaosc

A4: Smaller companies, yes! Bigger companies should have systems in place to respond to everyone but it’s tougher #cmworld @CMIContent
@LeadPath

Adding to my “Read before #CMWorld” list. #hugyourhaters #cmworld @jaybaer  https://twitter.com/jaybaer/status/626065727548690432
@AmberOoley

A4: Yes to expectation but not possible unless you’ve got a big team. Small companies miss a lot of questions #cmworld
@JonTromans

@LUCYrk78 I’ve always said if you’re not answering your customers questions, they’ll find answers elsewhere #CMWorld https://twitter.com/lucyrk78/status/626065750613204992
@LydiaNicoll

@jaybaer Goes back to what you said before about onlookers – seeing you ignore complaints will make them madder & you won’t know #cmworld
@lindadessau

A4: Not all soc media mentions require a response. But the Cust. Srvc ones almost always do. #cmworld
@SueBrady

@ExperianDQSteph absolutely! And the long game is the only one businesses should be playing. #CMWorld
@Mr_McFly

Mostly, if a customer is reaching out via social, it’s polite to respond. Ignoring is not necessary. #cmworld https://twitter.com/CMIContent/status/626065334718500864
@CrowdContent

A4 It won’t be easy to respond to everyone, but it will make for some very happy customers – using engagement software helps! #CMWorld
@kmzimm

A4: We should Focus on Eliminating the “NOISE” and nurture good tractions #cmworld
@sharmasights

A4: Small business will do it, but you can not expect it from multinationals if the demand is ridiculous! #CMWorld
@alongtin

Couldn’t agree more on this point; no matter the industry, we all work in customer service now. #CMWorld #custserv  https://twitter.com/jaybaer/status/626065074512371712
@dom_in_CLE

A4 As more consumers use social media as main comm platform, it will become expected that brands respond! Esp, if there were issues #CMWorld
@vvcarr

@flinds On the flipside, I have complained, received a % and see it as a Band-Aid fix, wishing there was more #CMworld
@amywhiggins

A4) Each customer is expecting an answer to their own individual concern. So, you should probably try. #CMWorld
@MSLJim

A4: Customers also expect responses no mater the time of day which adds into the demand. #CMWorld
@flinds

@kateeidam NO excuses!! #cmworld
@Marty_Marketing

@amywhiggins True. But you’re less likely to take it out on the CSR. #cmworld
@ardath421

A4: Yes. Answering Every Tweet/Comment Is A Sign Of Great Service & Will Build Your Brand. Customers Value Response. #CMWorld
@sgoldberger12

@kmzimm As long as it’s not automated responses #cmworld
@lindadessau

Yup! #cmworld https://twitter.com/jaybaer/status/626065727548690432
@JeremyBednarski

A4 When thinking of responding to “every” message, figure out if your are fueling flames or putting them out by responding. #cmworld
@Magnani_Dot_Com

A4: In big companies is harder, and sometimes the marketing team doesn’t have all the answers, but at least you got to try. #cmworld
@Tephi729

@AnneJanzer @jaybaer Common theme. I feel that it’s easier to slide by sometimes in B2B — fewer customers to support. #cmworld
@tamarweiss

A4. The problem is resource allocation: $500 billion/year spent on marketing. $9 billion/year on customer service. #cmworld
@jaybaer

#CMWorld (and @jaybaer) Hate to tweet chat and run, but it’s a super busy day.  Thanks for the great content!
@juliezisman

A4: Dear #brands, Here’s a reminder…You’re here for the customer, not the other way around. Do the right thing. Sincerely, #CMWorld
@Mr_McFly

This. @dom_in_CLE Couldn’t agree more on this point; no matter the industry, we all work in customer service now. #CMWorld
@SueBrady

@TheWhitleyGroup Good point. Would not be intent, but it just may not be possible to respond to thousands of people a day… #cmworld
@mikemyers614

@amywhiggins I agree. I have a great @ChipotleTweets story about the superficial & real fix. #CMWorld
@flinds

@jaybaer Great point. People don’t care about your internal organization. They want service. #cmworld
@joshmccormack

@Mr_McFly Once again, totally agree! It might be a painstaking process, but it has to be done! #CMWorld
@ExperianDQSteph

@lindadessau @kmzimm Too often you see highly regulated industries resorting to canned auto responses.  #cmworld
@SFerika

Q4 Ideally you should, even if you can’t please them all. #CMWorld
@gcharlton

A4. As @davekerpen says, “not answering IS an answer. An answer that you don’t care about that customer.”  #cmworld
@jaybaer

#socialmedia is about relationships, even with your haters. Turn dissenters into advocates! #CMWorld  https://twitter.com/jaybaer/status/626065939268829184
@MoninaW

As usual, acquisition over retention. #cmworld  https://twitter.com/jaybaer/status/626066379184152576
@mikemyers614

@lindadessau Definitely not! That defeats the purpose! #CMWorld
@kmzimm

A4: Depends on the size of the business. If you are just starting out (like us) there is no reason not too #CMWorld
@nikktto

@CMIContent most of the time, yes. But in the event of a crisis, people won’t expect individual responses. Just don’t be silent. #CMWorld
@JoeRyan365

The more you talk about yourself, the less people will share and spread your story. #CMWorld #contentstrategy
@maijathered

@mikemyers614 Absolutely true – key to addressing that is having a good team filtering responses to keep specificity in play #cmworld
@TheWhitleyGroup

A4) Addressing all should be a goal, and it is expected. Cont- #cmworld
@Serious_Vanity

A4: Depends on the resource. C Levels will not invest in social without ROI & without resource its not realistic to reply to all. #CMWorld
@SauravRimal

A4: YES! It’s realistic to answer all MTs for #CustServ, having the correct tools help to do that #cmworld
@amywhiggins

@lindadessau @kmzimm A great point. I always strive to provide unique responses. Customers don’t want a robot. #CMWorld
@sgoldberger12

@MoninaW Because, once you have acquired customers, they will love you forever and ever. /s #cmworld
@Magnani_Dot_Com
A4b) From what we’ve seen, larger companies hire third party contractors to manage customer engagement on social media. #cmworld
@CrowdContent

A4  @lindadessau @jaybaer Good point: answer in the same channel (for non-personal info) so the answer has reach #cmworld
@AnneJanzer

Speaking of books, anyone have a list of a few good reads I can digest before #cmworld?
@AmberOoley

Haters are vocal, so win them over and make them advocates. #cmworld https://twitter.com/jaybaer/status/626065939268829184
@JeremyBednarski

A4) cont – And if there are too many requests to address, that’s a good metric on where your product or service is failing. #cmworld
@Serious_Vanity

Story about airlines, a tweet complaint for cancelled flight, competitor answered and gave customer a seat on their flight instead! #cmworld
@LydiaNicoll

@flinds @jaybaer Yes. Think paramedic/firefighters. They get in, help, asses and triage. #cmworld
@joshmccormack

A4: Should a brand answer every tweet? If they want to be uber-successful at #SocialMedia they will #CMWorld
@Singletonb

Q5: What are some suggestions for dealing with negative comments online? #CMWorld

@jaybaer Absolutely true a simple point that is often forgotten! The worst move you can do is to do nothing #CMWorld
@Berngaming

@amywhiggins What tools would you suggest? #cmworld
@netvantage

@MorganMandriota I hope you’re enjoying this #CMWorld chat as much as I am! Great sharing viewpoints.
@sgoldberger12

A4: if you’re not going to respond, or make excuses not to, you shouldn’t even be in business – or at least be on social. #cmworld
@tonyxrandall

Look at the difference! Does it make sense? #cmworld https://twitter.com/jaybaer/status/626066379184152576
@AmberOoley

A4. Here’s my career path: Marketing>Digital>Social>Content & now #custserv. Why? Because customer experience IS the new marketing  #cmworld
@jaybaer

.@Marty_Marketing Ideally, you’re right! In some corps, #marketing still fighting good fight to get SM CS staffed, funded #CMWorld
@kateeidam

@ardath421 Totally agree, but I’ve been saying that for a long time. Maybe if you did… 🙂  #cmworld
@mikemyers614

Yes. Look at cost of customer acquisition & retention then tell me addressing all concerns isn’t worth it #cmworld https://twitter.com/MSLJim/status/626066296371867648
@dmboutin

A4: An effort should be made to all address complaints on SM, even if just to tell them to email. Being noticed goes a long way. #CMWorld
@flinds

Hello all you wonderful #cmworld chatters! Late but here not in the flesh but definitely in the text.
@ideakid88

@AmberOoley All books by Gary Vaynerchuk #cmworld
@ThinkSEM

@ideakid88 hello! It’s been a lively chat so far. We’re now on Q5!  #cmworld
@CMIContent

A5: Negative comments should be removed if they are offensive, otherwise leave them and resolve them  #cmworld
@Marty_Marketing

A4: It’s the expectation, but it’s only realistic up to the point where you can solve a customer’s problem. #CMWorld
@bendgibbons

A4: The purpose of answering must be the satisfaction of the customer, so is not only about responding. Is the whole experience #cmworld
@Tephi729

A5: How you handle negative reviews show users how you handle it, and can improve user experience  #cmworld
@Marty_Marketing

A4 ‘I see you, I hear you, let’s move forward, how can I help you do that’ #CMWorld
@LydiaNicoll

@jaybaer Love that – good customer service sets a business apart and delights customers – perfect marketing #cmworld
@lindadessau

A5. Respond to every hater, both the Offstage Haters (phone, email) and the Onstage Haters (social, review sites, forums)  #cmworld
@jaybaer

@netvantage Biased towards @Zendesk, but @SproutSocial and @Hootsuite both offer multiple seats to help with monitoring social #CMworld
@amywhiggins

A5. Manage the trolls: http://www.suebrady5.com/how-to-handle-an-internet-troll/ #cmworld
@SueBrady

@CMIContent Thanks for the status update #cmworld
@ideakid88

@CMIContent A5 keep your interactions positive, be accountable, and try to resolve the issue as quickly as possible.  #cmworld
@SFerika

Looooooove this! #CMWorld  https://twitter.com/jaybaer/status/626066887055687680
@MoninaW

Definitely. Content marketing is super interesting so hearing viewpoints from others is always fascinating! #CMWorld https://twitter.com/sgoldberger12/status/626066876909486080
@MorganMandriota

A5) If you’ve made a mistake, own it and do your best to make it right #cmworld
@dmboutin

@kateeidam Absolutely Kate! #cmworld
@Marty_Marketing

A5: Respond promptly. Discern the issue. Resolve that issue for the customer. Follow up to make sure the customer is satisfied. #cmworld
@shawn_turner1

A5. Consider the truth value of said comments, and try to improve any fault that may be on the brand, but don’t engage in banter #cmworld
@opensponsorship

. @tamarweiss @jaybaer B2B startups with recurring revenue models can’t sacrifice customers on the altar of fast growth #cmworld
@AnneJanzer

IDK how I slept on #CMWorld with @jaybaer but I’m here now! 🙂
@UXcelsior

A4 Customer experience is important and if you don’t respond that experience is tainted. They want a direct connection to the brand #CMWorld
@vvcarr

@mikemyers614 I have 🙂 wrote about it here http://ht.ly/QbN0X #cmworld
@ardath421

A5: Removing or editing is a dangerous thing. Chances are if one person says it, 10 more are experiencing it. Deal with it. Fast. #cmworld
@mikemyers614

@MoninaW Great minds! (see my tweet…lol) #cmworld
@JeremyBednarski

A3: B2B is much more personal and personalized. Responses won’t be as public.  #cmworld
@joshmccormack

@jaybaer I’d only add, ignoring them AND not fixing the root issues… but that could be considered out of scope of this convo. #cmworld
@kmullett

A5: Address the issue and then change it. They commented for a reason #cmworld
@ThinkSEM

.@JayBaer owning the #cmworld twitter chat.  Still 30 minutes left to catch some amazing #custservice tips
@JoePulizzi

A5 Don’t let senior mgmt be negatively impacted. Having emotion is ok. But, logic, compassion and assistance go further. #cmworld
@Magnani_Dot_Com

@CMIContent Respond. #cmworld
@AmberOoley

Blend of genuine empathy and humor “often” works well! I follow FB app page w/ is awesome at this approach. #CMWorld https://twitter.com/CMIContent/status/626066859142418432
@NeilKokemuller

A5: Be able to identify the difference between an unhappy customer and a troll/spammer  #cmworld
@Marty_Marketing

A4: The best Mantra would be to “Reciprocate” #cmworld
@sharmasights

So great @jaybaer. Hug your haters. #cmworld” http://t.co/NmFzLCKLDh #cmworld
@SueBrady

@dmboutin Especially if a few concerns end up going viral. Then you’ve got real problems. The C-Levels will care then! #CMWorld
@MSLJim

@amywhiggins We are @SproutSocial fans, but we might have to take a look at @Zendesk too. Thanks for the suggestion! #cmworld
@netvantage

A5: Always address negative comments, never delete them! But there is a time when you have to call a troll a troll #cmworld
@amywhiggins

A5: Always answer negative comments with grace, solutions and positive feedback. #cmworld #contentmarketing #socialmedia
@creativechaosc

A4 @CMIContent A brand’s social networks are another channel, like phones or email support. If it’s open, it needs attention. #CMWorld
@FreshSparks

@JeremyBednarski lol I did see it but you beat me to the tweet! #CMWorld
@MoninaW

A5@CMIContent:Make sure you don’t hide to the situation, but instead act as if they were right in front of you and be professional  #cmworld
@Berngaming

@weleung @jaybaer There needs to be a process and encouragement to get data from call centers. #cmworld
@joshmccormack

A5. First it might be good idea to understand why negative comments are appearing, which could lead to relevant solution. #CMWorld
@SauravRimal

A5: If a long-tail complaint, move the conversation off SM to be more effective, personal and productive. #CMWorld
@flinds

@jaybaer Can’t make it any clearer than that. Thanks! #CMWorld
@bendgibbons

@CMIContent Take things to the DM, but let the customer and your followers know you’re listening + you care. #cmworld
@AmberOoley

@tamarweiss ZenDesk, Slack –   B2B startups that differentiate through service #CMWorld (Go tell your founders!)
@AnneJanzer

A5: Haters become valuable, when you identify them as a different source of information, not as a threat.  #cmworld
@Tephi729

@ThinkSEM May have to consider how that change affects all users, not just acquiesce to their demands. Listen to all the users #CMWorld
@UXcelsior

@JoePulizzi @jaybaer like a boss! Terrific #CMWorld chat!
@MoninaW

A5: Be honest. Some negativity is valid, some a misunderstanding, some trolling.  Know which responses hold value. #CMWorld
@Mr_McFly

A5 Never ignore negative comments – jump on them as an opportunity to turn around one customer and attract others #CMWorld
@kmzimm

Genuine caring, w self-deprecating humor reveals humanity, which is often what #online commenters need. #CMWorld https://twitter.com/CMIContent/status/626066859142418432
@NeilKokemuller

@AmberOoley Experiences, Unselling, Welcome to the Funnel and A Curious Mind. All highly recommended! #cmworld
@JeremyBednarski

A5. But my best tip is The RULE OF TWO. Never, ever respond more than twice online. Take it offline.  #cmworld
@jaybaer

Q5: Quickly showing empathy & accepting there is an issue. Not admitting fault but just being reactive #cmworld
@JonTromans

A5: Evaluate the issue that makes unhappy customers and make the best of it. #CMWorld
@Tephi729

A5: Get the person out of the crowd… in private message apologise and listen… and ACT quickly! #CMWorld
@alongtin

@jaybaer And then challenge them to a Thunderdome match. #jk #MadMax #TrueCustomerService #cmworld
@Magnani_Dot_Com

@netvantage I can help! FYI @SproutSocial integrates with @Zendesk for #custserv #cmworld
@amywhiggins

A5: Delete if it’s offensive, otherwise rectify the situation so other customers see you are willing to help.  #cmworld
@netvantage

A5: I prefer to ignore the fact that the customer is probably right in being upset. I like to cover shit up as much as possible. #cmworld
@tonyxrandall

A5. Show that you’re human. Oftentimes a negative commenter just wants to be heard. But fix the problem, too. #cmworld
@Point_Drive

A5: If you can solve the issue, do it! Trying to help the customer will resolve future negative comments from coming #CMWorld @CMIContent
@LeadPath

This sums it up perfectly #CMWorld —–>  https://twitter.com/MoninaW/status/626067214010068992
@kateeidam

@opensponsorship Couldn’t have said it better! #cmworld
@CrowdContent

A5: Respond. Even if you don’t have the right answer right now. Ignoring is worse than admitting an issue. #CMWorld
@flinds

Great tip… #cmworld  https://twitter.com/jaybaer/status/626067615081988097
@mikemyers614

@CMIContent A5: Definitely respond. Ignoring or blocking is the worst thing you can do (unless offensive). Stay friendly. #CMWorld
@ExperianDQSteph

A5: Respond To Negative Comments With The Same Speed & Care As Others. Remember, Social Media Is Public. #CMWorld
@sgoldberger12

A5: Recognize their discomfort. And solve it offline. Ask for the feedback again. Post it again #CMWorld
@sharmasights

@AnneJanzer YES!!!! #cmworld
@tamarweiss

@tonyxrandall That’s not a wise move. Never ignore the customer unless they are spamming you #cmworld
@Marty_Marketing

If it is familiar to your #brand… have a sense of humor about them http://www.buzzfeed.com/ariellecalderon/times-brands-showed-their-sassy-side-on-twitter#.ifq4wQgWY #cmworld
@TheWhitleyGroup

@UXcelsior Good point #cmworld
@ThinkSEM

I think @SFerika says it best! @CMIContent Great tips #cmworld
@LisaC_KMC

Yes! Key to Twitter is brevity 🙂 #cmworld  https://twitter.com/AmberOoley/status/626067368385458180
@dmboutin

Good rule to follow. #cmworld https://twitter.com/jaybaer/status/626067615081988097
@AmberOoley

A5. Listen &address concerns. Study issues as they arise, then make informed changes to improve UX/CX. #cmworld
@UXcelsior

@NeilKokemuller #CMWorld Always address, but don’t get phased. offer restitution but if a troll/anti-user block them.
@dynamic_digi

@Marty_Marketing Marty…. #cmworld
@tonyxrandall

@CMIContent Certainly front up and acknowledge it when you’ve made a mistake. But keep in mind that you can never please everyone. #CMWorld
@JoeRyan365

@LisaC_KMC @SFerika she typically does!  #cmworld
@CMIContent

A5: always respond calmly. try to understand where the negativity is coming from, it can be valuable feedback #CMWorld
@nikktto

@tonyxrandall that’s my name. #cmworld
@Marty_Marketing

Very important. Something computers can’t do. Read the tone and decide how to respond case by case. #CMWorld https://twitter.com/Mr_McFly/status/626067587336654850
@flinds

@jaybaer Agreed. If you need to talk more than twice online, you need to communicate via email or phone because it’s a bigger issue #CMWorld
@LeadPath

@UXcelsior it all can be an opportunity to make your brand better! #cmworld
@CMIContent

A5: Responding to negative sentiment with transparency can give your brand a boost – shows you care #cmworld
@ardath421

A4: Great data capture can turn customer service responses into reusable FAQs.  #cmworld
@joshmccormack

@flinds Wish more people did this. Okay if you can’t solve right away, but at least acknowledge my message! #cmworld
@lindadessau

@CMIContent @LisaC_KMC awww thanks! 🙂  #cmworld
@SFerika

A5: The problem is not in the customer, is in our own perception of critics. #cmworld
@Tephi729

@netvantage We are here if we want to learn more about our integration with @SproutSocial #CMWorld http://zdsk.co/1JP269P
@Zendesk

A5) Address them, but in a way that seeks a solution, not a reaction. #cmworld
@Serious_Vanity

Either listen to the customer or prepare for them to make sure many others hear about their grievance. #cmworld
@kmullett

Great tip! If a conversation needs to go any deeper, it’s unique & detailed enough for 1-to-1 attn. #CMWorld https://twitter.com/jaybaer/status/626067615081988097
@UXcelsior

I totally agree, Lydia! #cmworld  https://twitter.com/LydiaNicoll/status/626066172329500673
@LUCYrk78

I was reading @forbes and it said 8/10 customers will stop using your brand if you don’t respond to negative criticism from clients #cmworld
@Marty_Marketing

A5) Acknowledge constructive negative criticism and deal with the rest in a firm, polite way. #cmworld
@ideakid88

So true…it’s not if you fail (we all do) it’s how you respond! #cmworld  https://twitter.com/ardath421/status/626068076967149568
@mikemyers614

Hi! So sorry I’m late 🙂 #cmworld  https://twitter.com/CMIContent/status/626065781827223552
@LUCYrk78

A5: #cmworld be as honest and transparent as possible in all situations.
@sharmasights

A5) Always answer negative comments with kindness and respect. Address any concerns or problems as nicely as possible. #CMWorld @CMIContent
@MorganMandriota

@NeilKokemuller A5. Apologize publicly, Isolate and listen, Rectify (A.I.R) #cmworld
@MoodyPurpleCow

Perfect!  Folks – read this! #CMWorld  https://twitter.com/jaybaer/status/626066887055687680
@jessroswell

Absolutely. Don’t be afraid to be honest, customer will appreciate that. #CMWorld https://twitter.com/ardath421/status/626068076967149568
@flinds

Exactly! IMO user/customer experience really is your brand (includes content, product, service) #cmworld  https://twitter.com/CMIContent/status/626068051717455872
@UXcelsior

@CMIContent A5:Stay positive! Step up, proactively treat incoming negative issues like you would want others to attend to yours. 🙂 #CMWorld
@velvetdelirium

Q6: Conversely, how should brands handle positive feedback & praise, beyond a simple “thank you”? #CMWorld

I haven’t heard this one before. Good advice! #cmworld https://twitter.com/jaybaer/status/626067615081988097
@JeremyBednarski

@MoodyPurpleCow @NeilKokemuller Love that AIR!  #cmworld
@amywhiggins

A5. Also, spend more time analyzing WHAT people are complaining about, and FIX THAT THING. #cmworld
@jaybaer

A5 What can happen when your senior mgmt sees and responds poorly negative comments. #cmworld http://t.co/twUzFrJKeJ
@Magnani_Dot_Com

@Point_Drive Totally agree !! Nothing works better than a human – connect !! #Cmworld
@MoodyPurpleCow

@velvetdelirium @CMIContent Put yourself in their shows and listen empathetically; great point! #cmworld
@UXcelsior

A5 be transparent, open and willing to address the problem. Sometimes people just want to be heard and you can handle their issues #CMWorld
@vvcarr

A5: Acknowledge problems, identify solutions (or steps/timelines toward them), be accountable & offer a 1to1 conversation. #CMWorld
@bendgibbons

A6: Make those positive commenters into real brand advocates. #cmworld
@SueBrady

A6: Send them some swag, give them a social shout out, offer some type of reward, treat them as a personal human and with respect #cmworld
@Marty_Marketing

A6: Results are for showing and love is to give back. #cmworld
@Tephi729

@CMIContent A6 if you have a customer community, invite those who share praise to join, or solicit add’l feedback.  #cmworld
@SFerika

Listen to your audience #CMWorld  https://twitter.com/jaybaer/status/626068410405883904
@CMIContent

@lindadessau Exactly. Let me know that you heard me, because I may not be the only person having this issue. #CMWorld
@flinds

A6: Build a relationship w/ that customer and turn them into your brand advocate and loyalist!  #cmworld
@Marty_Marketing

@CMIContent See it as an opportunity to improve. Also, pat yourselves on the back: you got people to care about your brand #CMWorld
@JoeRyan365

@UXcelsior I totally agree BTW but heard some skeptics argue that taking it offline is trying to brush the issue under the carpet? #CMWorld
@MSLJim

A6. I love what @FreshBrothers (small pizza chain in CA) does: if someone complains, they offer gift card. Praises? same thing.  #cmworld
@jaybaer

@LexieKimball @Delta That is a special cause or maybe you are one of the 2/10 😉 #cmworld
@Marty_Marketing

@Marty_Marketing everyone loves to be recognized! #cmworld
@CMIContent

A5: Address them! Can they help you grow/become better? What can you learn? Thank ppl for taking time to write them #cmworld
@LUCYrk78

A6: Send them free stuff, comment on their blog/website/, reward them by helping them, making a positive impression on your brand #cmworld
@ThinkSEM

A6. Ask permission to use those praises as recommendations. Thank them & ask them to spread the love if they believe in you #cmworld
@UXcelsior

@Marty_Marketing Great point! Love it when a 🙁 turns into a 🙂 #cmworld
@amywhiggins

A6: consider your praising friend a new ally. That could mean endorsing them on occasion, or marking them for your next beta group #cmworld
@TheWhitleyGroup

@CMIContent A6 #CMWorld – Create additional positive experiences, make brand evangelists. Use the feedback, put it on-site, testimonials etc
@studiumcirclus

A5 @CMIContent Empathy, honesty, and authority with an immediate response. Show them their opinion matters. #CMWorld
@FreshSparks

@CMIContent Dedicate a Customer Service Budget. (Not talking big $$ items) A free coffee goes a long way! #cmworld
@AmberOoley

A6: Get a brand ambassador out of it! surprise with hand written note and/or swag.  #cmworld
@AndreaFryrear

A6: Rather than just a “TY” make them feel special they are THE MAN your best friend! Be vocal about it as if they just gave you £50 #CMWorld
@Berngaming

@UXcelsior testimonials are great for brands! #cmworld
@CMIContent

A6: Spark a conversation, mention something specific from their tweet or bio, make them feel like you actually care (you should!) #CMWorld
@flinds

@Marty_Marketing I personally would stop… so yeah, that makes sense! @Forbes #CMWorld @Forbes
@alongtin

Awesome! Most loyal customers often result from problem-resolution. #CMWorld #CustomerExperience  https://twitter.com/Marty_Marketing/status/626068614945329154
@NeilKokemuller

A6: by engaging customers as the brand ambassadors, giving them special deals or access and thanking them in their SM channels #CMWorld
@karim2k

@amywhiggins Absolutely Amy! You are a Rockstar #cmworld
@Marty_Marketing

A6 Depends on how you say “thank you”? #DoItWithaParade #cmworld http://t.co/LlMaKMM87q
@Magnani_Dot_Com

What a great idea! Turn haters into fans! #cmworld https://twitter.com/jaybaer/status/626068698831417344
@ThinkSEM

A6: Speaking as a greedy consumer, I would gladly accept a special offer or discount, thanks. #cmworld
@shawn_turner1

A6: #Brands should handle customer praise with grace, appreciation and an eye toward sharing…humbly. #cmworld
@mikemyers614

@CMIContent A6: Giving an extra shout out, a share, a retweet. If possible, a small sample/coupon. #CMWorld
@ExperianDQSteph

@AndreaFryrear we love that you said “hand written note.” Sometimes going old school and offline can be so meaningful. #cmworld
@CMIContent

A6: Build. The. Relationship. It’s the perfect opportunity. #CMWorld http://t.co/0taKfENaPF
@Mr_McFly

@CMIContent Also, personalized thank-you cards or brand swag is always fun. #cmworld
@AmberOoley

@bluestalkings @Forbes I’ll find it when I get home. I’m on mobile and it was book marked on my PC. #cmworld
@Marty_Marketing

Q6 Make use of them as recommendations and encourage them to leave reviews. It all helps.  #CMWorld
@gcharlton

@MSLJim Hmm. More like being professional. The problem is unique to the customer, not a point of contention for forum debate #cmworld
@UXcelsior

Folks in @cmworld #cmworld chat:  we’re testing AnswerStage to help collect crowdsourced answers. You’ll see mentions and RTs as we test.
@answerstage

Fantastic point on how to engage with positive online reviews #CMWorld  https://twitter.com/Marty_Marketing/status/626068614945329154
@kmzimm

Don’t just reward the complainers, negative experiences #CMWorld  https://twitter.com/jaybaer/status/626068698831417344
@kateeidam

BUT- if that’s ALL they’re doing, isn’t that just band-aiding the situation? Rather than changing 4 future? #cmworld https://twitter.com/jaybaer/status/626068698831417344
@LUCYrk78

@Zendesk Loving all this social helpfulness! @netvantage #CMWorld http://t.co/WwN2PoqJwz
@SproutSocial

A6 – Support those providing positive feedback with content, thanks, recognition – nurture that loyalty #CMworld
@AnneJanzer

A6: Let them know that their comments make a difference to your business in a positive way & how you’ll use their info #CMWorld @CMIContent
@LeadPath

A6 – give them a shout out, share something good about them. And of course everyone loves some good swag! Build relationships! #CMWorld
@vvcarr

A6. I talk in Hug Your Haters about some amazing new programs where advocates help with customer service. @needleit is great.  #cmworld
@jaybaer

@UXcelsior @CMIContent We all have our share of bad days, some more than others—why not try to be the one to turn it all around? 🙂 #cmworld
@velvetdelirium

Agree.  Folks forget to fix the root cause.  Take the time and your customers will appreciate it! #cmworld  https://twitter.com/jaybaer/status/626068410405883904
@jessroswell

@CMIContent #CMWorld Offer feedback, competitions, prizes, even guest articles. even jobs lol.
@dynamic_digi

A6:  Encourage them to Help Disgruntled Customers who are Whining at your brand #CMWorld
@sharmasights

Q7: I know a company that tweets a gold start with a smiley face in the middle to anyone to praises them. Adds a personal touch 😉 #cmworld
@JonTromans

@Magnani_Dot_Com um this may have made our #cmgr’s day #justsayin  #cmworld
@CMIContent

A6: At @Zendesk, we share both the positive and negative feedback company wide. It’s all about learning  cc @CMIContent #cmworld
@amywhiggins

@AmberOoley @CMIContent  @buffer is amazing about thanking each person individually with cards. Love it 🙂 #cmworld
@UXcelsior

A6) Maybe some swag? Could end up with a new brand advocate that way! 🙂 #CMWorld
@MSLJim

A6 For real though, focusing on the customer as a member of the community that makes your #brand better is great. #cmworld
@Magnani_Dot_Com

@CMIContent A6. 4 Step for Positive Feedback Thank publicly, Connect Personally, Identify what was loved, Incorporate in System, Share #cmworld
@MoodyPurpleCow

Awesome advice to convert what could have been a negative into a positive to benefit your company. #CMWorld https://twitter.com/joshmccormack/status/626068106989809664
@MorganMandriota

A6: Brands can share positive feedback with their audience and repurpose the content if it is REALLY good. #cmworld #contentmarketing
@creativechaosc

Might not work for all companies, but an all expense paid trip to Cleveland for #CMWorld sends the right msg! LOL! https://twitter.com/CMIContent/status/626068369108680704
@JeremyBednarski

A6: Look at every praise as an opportunity to turn them into a loyal customer. Establish a relationship. #CMWorld
@flinds

.@LUCYrk78 They do a ton of issue analysis and audit their processes to fix them. Very detailed program.  #cmworld
@jaybaer

@AmberOoley @CMIContent #CMWorld this is a good point.
@dynamic_digi

A6 I like sharing customer success stories, great material for marketing. I’ve also received e-coupons, visit incentives, etc #CMWorld
@LydiaNicoll

A6: Reward Customers With Giveaways, Social Media Mentions, Or Even Make Them Brand Ambassadors. #CMWorld
@CarlaJohnson
@jaybaer Yes, I spoke with a group of dr’s who wanted to know how respond to people complaining RE: wait times on social. #cmworld
@sgoldberger12

A6: Turn them into brand ambassadors who can support you long term.  #cmworld
@jessroswell

@JeremyBednarski we hear Cleveland is lovely in September! #cmworld
@CMIContent

A6: Retweeting is a good option, and a way great to show a customer you appreciate their positive feedback #cmworld
@d3logic

@flinds #CMWorld good point.
@dynamic_digi

@JeremyBednarski I live in CLE. What if just an all expense paid #CMWorld entry 😉
@flinds

Then slap it on a branded image and you’ve got yourself a great FB promo post and can give them a shout out #cmworld https://twitter.com/UXcelsior/status/626068783451353088
@dmboutin

@jaybaer I said, “don’t make them wait for hours for their apt.” That’s news to them! #cmworld
@CarlaJohnson

@ideakid88 @CarlaJohnson So true! #cmworld
@mikemyers614

People who share pos. #online are touched if you genuinely/enthusiastically thank them (attention) #cmworld  https://twitter.com/CMIContent/status/626068369108680704
@NeilKokemuller

.@CarlaJohnson I’ve got a book recommendation for them 😉 #cmworld
@jaybaer

A6) Typically, if positive feedback comes via Twitter, we retweet it with a genuine thank you message. If Facebook, we thanks too. #cmworld
@CrowdContent

@velvetdelirium @CMIContent Has turned me into a loyal advocate many times when I would have otherwise given up on a company #cmworld
@UXcelsior

A6: 90% of customers are influenced by reviews: Brand Advocates are so important to nurture. #cmworld http://marketingland.com/survey-customers-more-frustrated-by-how-long-it-takes-to-resolve-a-customer-service-issue-than-the-resolution-38756
@SueBrady

Love @jaybaer’s path: Marketing>Digital>Social>Content & now #custserv. Why? Because customer experience IS the new marketing  #cmworld
@ardath421

A6, part 2: I see a ton of people saying reward with swag. What about giving ppl something outside the norm – like special access? #cmworld
@amywhiggins

Going to #CMWorld? Check the Advanced ROI track: @Robert_Rose @paulroetzer @crestodina & the caboose of this train.. http://t.co/x4XiD4vm5O
@Jay_zo

I’m in for a 30 minute #BaerHug #cmworld  https://twitter.com/JoePulizzi/status/626067366716305408
@JackKosakowski1

Would you rather receive social recognition from a brand or a gift card? #customers #advocates  #cmworld
@Marty_Marketing

@creativechaosc Especially great photos or quotes. At least from my experience. #CMWorld
@sgoldberger12

Some pay big $$ to have consultants review operations, but won’t accept the most valuable feedback from clients. #smh #cmworld
@kmullett

@JeremyBednarski Is that the threat for a job done poorly? #CMWorld
@MusicAdamT

like this idea! #cmworld  https://twitter.com/amywhiggins/status/626069626452078592
@AmandaSubler

@amywhiggins great idea! #cmworld
@CMIContent

A6) Reward brand ambassadors. Engage for more insight. It’s another opt-in, so have scripts and surveys ready to go deeper. #cmworld
@Serious_Vanity

@amywhiggins Like what, Amy? #cmworld
@lindadessau

.@CarlaJohnson Case study in Hug Your Haters about oral surgeon who calls new patients at home on Sunday BEFORE their appointment!  #cmworld
@jaybaer

@AmandaSubler hey, that was our answer 🙂 #TeamOrange #cmworld
@CMIContent

Great idea! Also, this chat rocks! Thanks @CMIContent! #cmworld  https://twitter.com/JeremyBednarski/status/626069270129188864
@dmboutin

@Marty_Marketing I’d rather see that they care! Listen to my feedback and improve their product or service #cmworld
@amywhiggins

A6: Perfect time to build the relationship! Perhaps they’d like to get more involved? Brand ambassadors? Advisory position? #cmworld
@LUCYrk78

@jaybaer And I told everyone of them to go buy a copy! 🙂 #cmworld
@CarlaJohnson

Q7: Let’s tie in content marketing. How can good/bad comments & conversations help content marketing efforts? #CMWorld

A6) Depends on setting. Social media? Say “thanks!” Review? Re-post it! Letter? Show it off! Use it as content. @CMIContent #CMWorld
@MorganMandriota

A6: a sincere thank you and a social media shout out can go a long way! #CMWorld
@nikktto

A6: Acknowledgment, swag, testimonials, a new advocate… There are a lot of ways that making someone’s day can make your day! #CMWorld
@bendgibbons

Great data! #cmworld  https://twitter.com/SueBrady/status/626069592243355649
@Serious_Vanity

A6) Following up personally is a good way to show that you appreciate them even when they’re not praising you. #cmworld
@JeremyBednarski

.@amywhiggins Absolutely. Giving advocates access to a special fans FB group, for example, would be a great play.  #cmworld
@jaybaer

A6: It would be interesting to be more over-the-top in thanking supporters. Send them retweets and swag. Get them even more stoked! #CMWorld
@lintropy

@amywhiggins Thanks for replying, customers offer a wealth of info to help improve your biz #cmworld
@Marty_Marketing

Q7: Identify common threads in your soc. media and write content to post based on those. #cmworld.
@SueBrady

Thanks for sharing @SueBrady! #cmworld  https://twitter.com/SueBrady/status/626069592243355649
@CrowdContent

@jaybaer I love it! #cmworld
@CarlaJohnson

A5: Acknowledge the customer’s experience – it’s valid even if it frustrates you. @CMIContent #CMWorld http://t.co/CALvuEN6Iz
@MusicAdamT

A7 You learn from bad comments. Messaging going out not connecting properly? Use to optimize and prioritize updates. #cmworld
@Magnani_Dot_Com

A6: It’s a great time to start a relationship. Sometimes just being noticed by the same brand over and over is goes a long way! #CMWorld
@alongtin

@CrowdContent @SueBrady great stats. Yes, thank you for sharing!  #cmworld
@CMIContent

A7) As stated, great way to recognize failures and successes and guide your efforts accordingly #cmworld
@dmboutin

@lindadessau I used to take negative people and intro them to the dev team – their ideas matter more than just a % #CMworld
@amywhiggins

A7. Content marketing is about answering customer questions, in many cases. Customer service IS THE SOURCE of those questions!  #cmworld
@jaybaer

A7: They help you see areas your strengths and weaknesses in your #contentmarketing  #cmworld
@Marty_Marketing

A7: Good and bad comments in #SoMe can really help inform #contentmarketing…may be the new focus group. #cmworld
@mikemyers614

@amywhiggins Love this idea. Repaying their kindness with Beta access to new features perhaps? Has worked well for VG industry #cmworld
@UXcelsior

Talk abut a stacked track! #cmworld https://twitter.com/Jay_zo/status/626069635863982080
@JeremyBednarski

@amywhiggins Agree! If you give away too much stuff the message dilutes as you don’t know if you are really any good #cmworld
@JonTromans

@MusicAdamT hey Adam!  #cmworld
@CMIContent

Q7 I think acknowledging issues raised and dealing with them publicly (on blogs, video etc) can be v. effective content marketing. #CMWorld
@gcharlton

A7: Simple! Use your feedback to tailor and tweak your content, being careful of knee-jerk reactions, to fit your audiences needs #CMWorld
@Berngaming

A7: See a common theme in good or bad comments? Address those. Let your customers know your brand is listening. #CMWorld
@flinds

@nikktto absolutely! Great point! #cmworld
@d3logic

A7: It’s feedback. Feedback tells you what is resonating and what isn’t. Work that into your content marketing. #cmworld
@shawn_turner1

.@lindadessau @amywhiggins Agree with Amy – swag can turn thanks into a ‘transaction’ rather than an interaction. #cmworld A6
@AnneJanzer

A7) Indicators of what you need to create. Educate about a concern in a blog or infographic. Let success shine in brand collateral. #cmworld
@Serious_Vanity

@mikemyers614 focus group – great way to look at it #cmworld
@CMIContent

A7: Content marketing is a great way to help offer content that answers your community’s questions and market your brand/help. #cmworld
@Marty_Marketing

A7. Increasingly, content is used in a customer service context. That’s what my session is about at…  #cmworld
@jaybaer

A7: Know the Pulse of Customer and Generate Contextually Relevant Content. #cmworld
@sharmasights

@CMIContent A7. Good: Motivates, Bad: Helps you do introspection !! Balance of both is key #cmworld
@MoodyPurpleCow

A6) SEND COMPANY #swag #bags ! I LOVE IT!  The first thing I do is #RepTheBrand on #social to amplify support! #cmworld
@JackKosakowski1

@PamDidner looking forward to seeing you at #CMWorld
@travwin

A7: Both good and bad comments show what matters to your customers – great fodder for content marketing both pre and post purchase #cmworld
@ardath421

@Berngaming always have to be careful of the knee jerk reactions!  #cmworld
@CMIContent

@jaybaer Exactly! Plus u learn even more when advocates are in a listening and learning environment, w/out pressure from the brand #CMWorld
@amywhiggins

@CMIContent G’day! Just getting some #CMWorld in before heading over to meet customers face to face.
@MusicAdamT

A7) If there’s a reoccurring theme within the community, future content will address that theme and provide insight. #cmworld
@CrowdContent

@CMIContent Good or bad, respond. If it’s left unnoticed, your customer may jump ship to a competitor. #cmworld
@AmberOoley

A7: Comment conversations really let your #contentmarketing team know what they should improve upon #CMWorld @CMIContent
@LeadPath

@MusicAdamT Sounds like someone hasn’t been to #Cleveland in a while! #cmworld
@JeremyBednarski

Content marketing is reaching new heights with many brands devoting 75% of SEO budget towards content marketing strategies  #cmworld
@Marty_Marketing

@CMIContent A7 good comments can show you what to highlight (and who to interview for customer case studies)  #cmworld
@SFerika

A7 And then, when everything is optimized…#DanceParty #cmworld http://t.co/jkAx7Uyr4T
@Magnani_Dot_Com

A6. A thank you for positive feedback, something so small can win you loyalty and the customer for life. #cmworld @jaybaer
@weleung

#A7: Good/bad comments show us the interests and expectations of our community. That’s valuable information for any SM campaign.  #cmworld
@Tephi729

Good comments help support credibility/relevance. #cmworld  https://twitter.com/CMIContent/status/626069884904943616
@NeilKokemuller

A7. Good/bad comments can “speak truth to content marketing powers” 🙂 (You may need to set aside your ego to appreciate, though.) #cmworld
@jgombita

A7: Bad comments can help you learn what your customers really want. Positive is something to build on and keep using. #cmworld
@netvantage

And we can’t wait for it! #CMWorld  https://twitter.com/jaybaer/status/626070352821649408
@CMIContent

A7. Just make sure you’re not focusing too much on one or the other. Both good and bad comments/convos need attention. #CMWorld
@Point_Drive

A7. Understand through feedback what content resonates with your audience; what they feel is missing #cmworld
@UXcelsior

Gotta run – thanks to @jaybaer and @cmicontent for a great chat! #cmworld
@ardath421

A7 Bad comments show you areas to improve upon or to better educate customers about.  #cmworld
@SFerika

t’s unlikely that ALL comments are positive. #cmworld
@CTrappe

Comments good or bad are great indicators for the type of content customers NEED. Many same questions = create content addressing #CMWorld
@LydiaNicoll

A7. Amazon believes that every phone call is a failure of their website. The content didn’t work well enough.  #cmworld
@jaybaer

@ardath421 Ardath, we’re always happy to spend a Tuesday (or any other day) with you!  #cmworld
@CMIContent

A7: Can always do a “This is how we fixed it” piece. A few bad comments & details on how the company has responded #cmworld
@JonTromans

A6) Do something unexpected. Reinforce your thank you with a discount, acknowledgement in social, or coffee for a week gift card. #cmworld
@ideakid88

A7: Solve people’s problems, Answer their questions, Evoke emotion AND entertain them. #contentmarketing #cmworld http://t.co/K6k1nsYtwa
@kmullett

See you soon @ardath !  #cmworld
@jaybaer

A7: You can always use them to dig deeper. Heated or elated exchanges can become the basis for great future content. #CMWorld
@lintropy

A7: Comments are a great way to tell what customers think of your content, keep using what works! #cmworld
@d3logic

You’re absolutely right.#ThatWasSoPositive#ButAboutBeingNegative#ImSoConfused#CMWorld  https://twitter.com/CTrappe/status/626070634876039168
@Mr_McFly

Q7: Look at comments (bad/good) for content ideas. Personally, I love it when celebrities read their negative tweets #cmworld
@amywhiggins

Add this to the must-attend list at #cmworld  https://twitter.com/jaybaer/status/626070352821649408
@AnneJanzer

.@SFerika @CTrappe You actually don’t want ALL positive comments. People think it’s fake.  #cmworld
@jaybaer

@JeremyBednarski I got as far as Elyria last month. Then … I turned back. I had a feeling. #CMWorld http://t.co/c44IpbraGf
@MusicAdamT

A7) Use all feedback as constructive criticism and use it to progress or change your current content marketing efforts. #CMWorld @CMIContent
@MorganMandriota

A7: Comments help you understand the audience and can inspire content like blog posts to address concerns and guide decisions. #cmworld
@creativechaosc

@CMIContent A6: Take note of folks reaching out positively to your brand; send out something they might like, say hi when you can! #CMWorld
@velvetdelirium

@jaybaer That is just silly  #cmworld
@Marty_Marketing

Some bad comments are habit/trolling. You can engage w/ balance of humility and confident assertions. #CMWorld https://twitter.com/CMIContent/status/626069884904943616
@NeilKokemuller

@ardath421 Have a great day! See you IRL in September 🙂 #cmworld
@amywhiggins

@jaybaer Interesting. That’s an especially complex user-experience problem. Glad they recognize e-comm goes offline =failure. #cmworld
@UXcelsior

@zappos is in the house w/ a response (faved a tweet) 21 mins after posting. That’s what we’re talkin’ about! #cmworld
@SueBrady

@CMIContent Negative posts are great in a new product launch. “Remember that thing you hated? We’ve created something you’ll love!” #cmworld
@JoeRyan365

Your content is the source for answering those questions! #cmworld https://twitter.com/jaybaer/status/626070163050352641
@JeremyBednarski

Yep (because it is..).#cmworld  https://twitter.com/jaybaer/status/626070882197356544
@mikemyers614

@Marty_Marketing NP! Have a good one! #cmworld
@Magnani_Dot_Com

#Digitalmarketing is about #CX (relationships! research! relevancy!) not push messaging. #cmworld @jaybaer http://t.co/GSpG8DkJKN
@alisonjherzog

If you are interested in learning more about content marketing, I’ve found some great content on @wtcmarketing website. #cmworld
@Marty_Marketing

A7: good and bad are fast-tracked fodder for sales enablement content. If it’s on #SoMe, you bet sales is going to hear it too. #cmworld
@mewzikgirl

A7) Content Causes Conversation… Conversation Causes Emotion… Emotion Causes Motion!  #cmworld Your thoughts @jaybaer ?
@JackKosakowski1

Strategic writing is key: “In B2B, customer service “answers” are often found in content more than in B2C.”#cmworld http://t.co/uIxaGeLYEV
@RealBizWriters

Wow, that’s awesome! #CMWorld https://twitter.com/amywhiggins/status/626070146407202816
@lindadessau

A7: If we know what customers are talking about we then we know what content to produce because they’re telling us #CMWorld
@AllWrightKaren

A7: Base content marketing off of the negative and positive customer feedback. this literally leads to perfect content marketing #CMWorld
@nikktto

@amywhiggins Thanks, Amy! I’m looking forward to seeing you at #cmworld :))
@ardath421

A7. Take your inbound #custserv calls, transcribe them, turn into a word cloud, and use as a #contentmarketing idea map. Bam!  #cmworld
@jaybaer

@amywhiggins It’s how they react, I think, that helps or worsens their personal brand. #CMWorld
@sgoldberger12

Swag bags?! That’s the best name for company gear I’ve ever heard! #CMWorld  https://twitter.com/jackkosakowski1/status/626070378398416896
@MorganMandriota

A7b) Our customer success manager gives direct feedback from clients to marketing so we can create solution content. Works well! #cmworld
@CrowdContent

A7: Set one of these up in your office & let the ideas flow! Have the team SEE what customers are saying. #CMWorld http://t.co/nvzSlvFNgo
@bendgibbons

#cmworld A7 its Human tendency. People attracts what is negative first. If one attracts then +be marketing will do its job.
@pipalwa

A7: Comments can be used as keyword research. Determine what your audience wants and deliver content around that. #cmworld
@netvantage

@bendgibbons Great example of listening to your customers! #cmworld
@UXcelsior

Q8: What are some brands excelling in customer service online and on social channels? #CMWorld

@brandedcartoons missing you during today’s #CMWorld chat! #cmworld
@CMIContent

@netvantage good idea. Thanks for sharing the idea!  #cmworld
@Marty_Marketing

A7: You will be able to find a message in each & every comment. Remember that. #CMWorld http://t.co/9eVoyDs92r
@Mr_McFly

A8. Comcast…oh wait… #cmworld
@Magnani_Dot_Com

@CMIContent @Starbucks all the way. #cmworld
@AmberOoley

@sgoldberger12 Their reaction helps to show they are human. Pondering over how brands can add that sort of humanity too #CMworld
@amywhiggins

An interesting perspective from @amazon, a #CX leader #CMWorld  https://twitter.com/jaybaer/status/626070675481042945
@kmzimm

Spot on, Jack! Emotions triggers feelings. #cmworld https://twitter.com/JackKosakowski1/status/626071111793405952
@jameseasterling

@UXcelsior @CMIContent Same! 🙂 Problems don’t always get sorted out immediately too, but people can see and appreciate the effort. #cmworld
@velvetdelirium

@Magnani_Dot_Com haha… I see what you did there. 😉 #cmworld
@kmullett

A8: I’ve had fantastic experience with @semrush @sproutsocial @jimmyjohns @buzzsumo @wtcmarketing @linkarati @spoofchat @amazon #cmworld
@Marty_Marketing

A8. @discover is one of the stars of Hug Your Haters. Also @klm and @shutterstock Many small businesses too. #cmworld
@jaybaer

Exactly.  Issues with Yelp profiles for this reason… customers can tell real from fake.  #cmworld  https://twitter.com/jaybaer/status/626070882197356544
@jessroswell

A8 Actually, Google is pretty great. They have a lot of documentation but respond to inquiries fairly quickly. #cmworld
@Magnani_Dot_Com

@buffer & @hootsuite have great #CX help here on Twitter. They know where their audience is :)#cmworld
@UXcelsior

@MusicAdamT Hey! My brother lives in Elyria…lol. #cmworld
@JeremyBednarski

@Magnani_Dot_Com The new one was really cool #cmworld
@Marty_Marketing

A8: @mallofamerica is so great at social. Big fans of their content strategy #cmworld
@ThinkSEM

A8: Airlines have gotten really good at this on Twitter. I’ve seen multiple examples…now to find one #cmworld
@SueBrady

A8: I’ve had some great customer service from @ChipotleTweets on SM but, also some poor experience from them as well. #CMWorld
@flinds

Comcast? Yeah, never. @Magnani_Dot_Com #CMWorld http://t.co/zh2mwtrfuV
@MusicAdamT

A8: Pretty quiet…lots of opportunity for #brands to improve #custserv #cmworld
@mikemyers614

Late to the party Good see @jaybaer #cmworld
@connieurway

@jameseasterling #YouDaMan James!  #cmworld
@JackKosakowski1

@ThinkSEM @mallofamerica we’re going to have to check it out!  #cmworld
@CMIContent

I am always satisfied with how quickly @Bluehost addresses concerns online. Speed is a big factor! #cmworld #custserv
@Serious_Vanity

@velvetdelirium @CMIContent And they know it’s being heard, researched, and considered.  🙂 #cmworld
@UXcelsior

A8: Although I was not very pleased with them in the beginning of 2014, I will give @JetBlue significant credit. #CMWorld
@Mr_McFly

@SFerika @CTrappe How a brand responds to negative comments shows more about them then how they respond to the good ones #CMWorld
@amywhiggins

@CMIContent A8: Definitely brands like @Lowes and @tacobell #CMWorld
@ExperianDQSteph

@CMIContent A8 I’m always impressed with the excellent #custserv from @Instacart and @TryCaviar across their channels.  #cmworld
@SFerika

A8: I think @buffer is doing amazing things in customer service. Always engaging with consumers on SM. Both positive and negative. #CMWorld
@flinds

@CMIContent @CMIContent Can’t forget @ExpressLife and @Athleta! You expect clothes to last, and they make sure it happens! #cmworld
@AmberOoley

@connieurway @jaybaer and good to see you, Connie!  #cmworld
@CMIContent

A8: @DietCoke excels in customer service – I tweeted their hashtag and they tweeted me back and sent me swag. #CMWorld
@AllWrightKaren

A8. I love @LePainQuotidien When they get negative Yelp reviews, they ask those customers to become secret shoppers!  #cmworld
@jaybaer

@CMIContent you’re #CMworld Twitter conversations are awesome. Great to hear what people from the industry like @jaybaer have to say!
@bsu_marketing

@CMIContent I would say that small companies are really skilled about that, I never saw big brands paying attention to customers #CMWorld
@karim2k

If your brand can’t respond to users, your brand will see a steady decline in online success-Marty B Trent #cmworld
@Marty_Marketing

A8: @DunkinDonuts has always been great at customer service! Also, @Discover is excelling, too! #CMWorld @CMIContent
@LeadPath

A7) Comments & conversations are to CM what water is to a flower. It may be cold, uncomfortable but will make your CM bloom! #CMWorld
@ideakid88

@bluestalkings @Forbes I like that title! 😀 #cmworld
@Marty_Marketing

A8 @FitbitSupport is fantastic at interacting with their customers on social media. I have a new FitBit because of it! #CMWorld
@kmzimm

@jaybaer @Discover @KLM @Shutterstock Suhweet!  I will have to follow these brands right now! #cmworld #BaerApproved
@JackKosakowski1

@flinds I gave them some love on Twitter and got a quick response, was impressed with @ChipotleTweets  #cmworld
@dmboutin

#cmworld. Content marketing must focus on brand, not sales objectives. Join the chat, if you ‘re content marketing person.
@KrativePrecient

@CMIContent One here in Québec is @TELUS and their @TELUSsupport they’re great on Twitter! Used them a couple of times! #CMWorld
@alongtin

@UXcelsior @CMIContent Exactly! (I totally wasn’t planning to jump into the #CMWorld chat, glad to have done so and connected with you!)
@velvetdelirium

@CMIContent Can’t forget @ExpressLife and @Athleta! You expect clothes to last, and they make sure it happens! #cmworld
@AmberOoley

A8: I’ve had great #custserv experiences with both @LeTote, @Alaska and @Homejoy lately #cmworld
@amywhiggins

@LexieKimball #AMEN #cmworld http://t.co/CuNQBeYGjH
@Magnani_Dot_Com

Similar experience with @pizzahut. Now my preferred pizza delivery all because of customer support! #cmworld  https://twitter.com/dmboutin/status/626072127238709248
@jessroswell

@ideakid88 /wave how’s your week going so far? And great to see you here #CMworld
@SFerika

Right back at you! #cmworld  https://twitter.com/JackKosakowski1/status/626071884728107008
@jameseasterling

Q8) @buffer, @hootsuite, @WealMedia, @SproutSocial: If you can want to do a weekly #twitterchat you’re making a good #CX investment #CMWorld
@MSLJim

.@jaybaer had a great experience with @SouthwestAir #cmworld
@fbowman

@JackKosakowski1 @jaybaer @Discover @KLM @Shutterstock Definitely followed. Don’t use their products, but interested in tactics #cmworld
@UXcelsior

A8: @Groupon has an A+ social media customer service team. #CMWorld
@flinds

A8) @Applebees Is Crushing The #Twittersphere With #custserv !  They Are Highly Engaged & Advocate For Their Customers! #cmworld #CheckEmOut
@JackKosakowski1

A8) @Starbucks. Ex: name writing on their cups. Spelled correctly or not, customers are engaged & a community is built! @CMIContent #CMWorld
@MorganMandriota

@velvetdelirium @UXcelsior we’re glad too! #CMWorld
@CMIContent

A8. And of course, I love @warbyparkerhelp and what they’ve done on YouTube/Twitter Like this: https://www.youtube.com/watch?v=T1_7Pb2M_iI  #cmworld
@jaybaer

A8: Small brands pays more attention and reward then online through channels #CMWorld
@karim2k

Brilliant – now I’ve got to go buy Hug Your Haters #Cmworld https://twitter.com/jaybaer/status/626071981817991168
@AnneJanzer

@CMIContent A8. @REI, they’re the best.  Learned from them when they were at #CMWorld last year!
@weleung

We did this video for @Dell who invited haters to #SXSW to talk to them! http://youtu.be/-mhhReZuX6k #cmworld  https://twitter.com/jaybaer/status/626071700283723776
@chrisyates11

@MorganMandriota Love the spoof video about @Starbucks spelling names incorrectly 🙂 #cmworld
@amywhiggins

@AnneJanzer we can’t wait for the book! #CMWorld
@CMIContent

@dmboutin @ChipotleTweets Generally they are pretty good about it – so no major complaints. #CMWorld
@flinds

.@JackKosakowski1 Agreed! @Applebees is terrific.  #cmworld
@jaybaer

@SFerika So far so good and it is always great to see you! #cmworld
@ideakid88

@LydiaNicoll @CMIContent Spot on! Especially useful if your brand is still trying to figure out what their audience wants. #CMWorld
@velvetdelirium

A8@ @virgintrains is one that does a good job here in the UK #cmworld
@JonTromans

A8: Dell as one of the early adopters of social media customer service. #cmworld #Dell #contentmarketing
@creativechaosc

I LOVE this!  #cmworld  https://twitter.com/jaybaer/status/626072450338570240
@AmandaSubler

@lindadessau Hi Linda. #CMworld
@ideakid88

@chrisyates11 @Dell I love it!  #cmworld
@jaybaer

@JackKosakowski1 @jaybaer @Discover @KLM @Shutterstock the first thing that a brand CM should do is to follow back their customers #CMWorld
@karim2k

@Mr_McFly Yeah I can recall when @JetBlue would even jump in and respond after Twitter chat mentions. (Wait for it…) #cmworld
@kmullett

I love the Denny’s Tumblr. Anyone else? #cmworld
@ThinkSEM

The Internet AND the phones have been down and I missed #CMWorld. If u see message, send donuts. this apocalypse http://t.co/VcMFM9o21B
@webmastergirl

@CMIContent Of course @buffer is the first team that comes to mind, haha! ❤️‍ #CMWorld
@velvetdelirium

@CMIContent is bringing the best marketing minds of the digital age together! (Wish I could be F2F in Sept) #cmworld @velvetdelirium
@UXcelsior

@Discover I just discovered you through the #cmworld word of the infamous @jaybaer !  #HeSaysWonderfulThings
@JackKosakowski1

@AmberOoley @Athleta is awesome when it comes to interacting with customers via social media! #CMWorld
@LexieKimball

@WestJet will always be an amazing example of customer service via social media. They deliver presents to passengers on Xmas! #cmworld
@CrowdContent

A8 @Groupon personal experience of mine. I posted a mild frustration and they were right there offering to help, setting the bar. #cmworld
@bluestalkings

@webmastergirl orange donuts, no less, right? #goodluck #CMWorld
@CMIContent943

Applebees for the win! #BoooooomShakaLaka ! #cmworld  https://twitter.com/jaybaer/status/626072609696952320
@JackKosakowski1

When customers don’t comment, that’s when you know you’ve failed to find your audience or content isn’t on target. #cmworld
@martinjason

A8) Locally, @MetroToyota was paying attention to Twitter and turned around my bad experience: http://www.jeremybednarski.com/2015/03/unselling-and-dreaded-car-buying.html #cmworld
@JeremyBednarski

We’ll spend the last few minutes asking @JayBaer questions. Ask now! #CMWorld
@CMIContent

.@karim2k I disagree now that Twitter allows DM without follow-back #cmworld
@jaybaer

@JackKosakowski1 @Discover @jaybaer indeed, Jay does! #CMWorld
@CMIContent

In regards to user engaging with brands, social media is all content all the time so it’s best to be responding! both pos/neg. #cmworld
@Marty_Marketing

@karim2k @jaybaer @Discover @KLM @Shutterstock I would say that is easier said than done… But in theory I agree #cmworld
@JackKosakowski1

@amywhiggins @MorganMandriota @Starbucks Searching the spoof video, I think I missed it #cmworld
@MoodyPurpleCow

.@JeremyBednarski @MetroToyota Bravo! (great post, too) #cmworld
@jaybaer

@MorganMandriota @Starbucks @CMIContent Sometimes spelled wrong on purpose 😉  Great H2H marketing #cmworld
@UXcelsior

@jaybaer: Did I miss it, but when is Hug Your Haters available? Preorder? Thanks! #cmworld
@mikemyers614

@UPS @UPSHelp too @jaybaer #cmworld
@fbowman

It was interesting. The haters were allowed to vent and be honest. @Dell listened. #cmworld  https://twitter.com/jaybaer/status/626072670220734468
@chrisyates11

@jaybaer @karim2k only if you turn that setting on. Mine is set to off because of spam accounts messaging me. #CMWorld
@flinds

A8: #cmworld as @CaseyNewton pointed out “Google+ is now finally small enough to build on” http://www.theverge.com/2015/7/28/9054719/why-google-plus-has-to-shrink-to-grow Google’s doing it right.
@TheWhitleyGroup

.@mikemyers614 Yes. Hug Your Haters can be pre-ordered now. Out early next year.  #cmworld
@jaybaer

@jaybaer @MetroToyota Thanks for checking it out! #cmworld
@JeremyBednarski

@CMIContent Yes. Many factors conspiring against me, but I’ll keep you updated. You all are the best 🙂 #cmworld
@UXcelsior

@jaybaer @JeremyBednarski @MetroToyota that’s awesome! #CMWorld
@CMIContent

Don’t forget to H.E.L.P. : Humanize your message, Encourage conversation, Listen first, Promote less. #cmworld
@kmullett

This is a good one from @BuzzFeed: http://youtu.be/LsBJhxGUSHg #CMWorld  https://twitter.com/moodypurplecow/status/626073038526681088
@MorganMandriota

Nice #cmworld  https://twitter.com/kmullett/status/626073414906834944
@mikemyers614

@jaybaer learned about @KLM’s work thru your podcast and was uber impressed! #CMWorld
@CMIContent

@mikemyers614 I agree. I think brands are still on the tip of the ice berg when it comes to #custserv! Btw I love what @Zappos does!#cmworld
@ideakid88

Haters are the most passionate. Embrace them! #cmworld  https://twitter.com/jaybaer/status/626073301249617920
@chrisyates11

When A Big Brand Follows Me… I Get All Gitty & Have Flashbacks Of The Day @jaybaer Followed Me On #Twitter. #JustSaying #cmworld #baerdown
@JackKosakowski1

@jaybaer how do you measure the success of your customer service online? #cmworld
@creativechaosc

Love this!  Sharing w/ my students & interns! #cmworld  https://twitter.com/kmullett/status/626073414906834944
@jessroswell

@UXcelsior @Starbucks @CMIContent totally. That person takes a pic & uploads it — free marketing. Genius! #CMWorld
@MorganMandriota

A8: @buffer is also a good example! #CMWorld
@alongtin

.@jaybaer do you see email dying out as a #custserv medium? #CMWorld
@JoeRyan365

@Marty_Marketing Thanks for the mention, Marty! @semrush @jimmyjohns @buzzsumo @wtcmarketing @linkarati @spoofchat @amazon #CMworld
@SproutSocial

@AndyVale @NakedWines and that’s what it’s all about! #CMWorld
@CMIContent

@jaybaer @mikemyers614 I will wait for the soft cover version lol. #cmworld
@ideakid88

Words to live by! #CMWorld https://twitter.com/kmullett/status/626073414906834944
@JeremyBednarski

@ideakid88 @Zappos They are great, but I do keep hearing the same examples. Lots of chances to do better. #cmworld
@mikemyers614

Truth @martinjason! The opposite of love is not hate – it’s APATHY. No one should be aiming for “tolerable” instead of remarkable! #cmworld
@Serious_Vanity

@MorganMandriota @UXcelsior @Starbucks a different kind of UCG but still does its magic! #CMWorld
@CMIContent

.@creativechaosc #custserv metrics like “handle time” suck. Look at Net Promoter Score, satisfaction, churn reduction  #cmworld
@jaybaer

@UXcelsior Agreed. Especially if it’s in a space where your three-dimensional customers are engaging with you. #CMWorld
@bendgibbons

@CMIContent A brand with outstanding customer service is @vsco – engaging with their team is the best community experience. #CMWorld
@StefEtow

@UXcelsior @CMIContent We’re holding a VIP spot for you at the Barenaked Ladies concert! #cmworld
@CrowdContent

A8 I love how @Starbucks engages with their customers – in the store with the names on cups and online in the social world!  #CMWorld
@vvcarr

@CMIContent @UXcelsior @Starbucks hey, if it works, it works — and it certainly works! #CMWorld
@MorganMandriota

Thanks for tuning in, @SproutSocial (I love these guys, and use them every day. Also a sponsor of the Jay Today show)!  #cmworld
@jaybaer

@CMIContent @jaybaer @JeremyBednarski @MetroToyota That’s a good customer service playbook on a difficult situation. #CMWorld
@MusicAdamT

A8: *example … can’t control the French in me :S #CMWorld
@alongtin

#cmworld Q: How best can one  figure out what’s audience goals are? B/4 working out strategy to engage the audience. Op-ed: social listening
@KrativePrecient

So much great information, and as usual, the fastest hour of the week! Thanks, @jaybaer and @CMIContent #cmworld
@JeremyBednarski

@atxcopywriter True. Love it when other people, beyond the brand call them out. (Every time someone does a fairy gets her wings) #CMWorld
@amywhiggins

@Magnani_Dot_Com exactly! Must take each opportunity for what it’s worth! #CMWorld
@MoninaW

@CrowdContent @CMIContent Thanks! BNL takes me way back (older than I look). Sounds like a fun time 🙂 #cmworld
@UXcelsior

@Mr_McFly @eelectriklady @CMIContent ha! This does not surprise me, my friend! #CMWorld
@MoninaW

Next week, we’re talking SEO and #contentmarketing with @randfish! http://cmi.media/twitterchats #CMWorld http://t.co/Lp5M16sWuv
@CMIContent

@Mr_McFly hope you’re still whistling! #CMWorld
@MoninaW

Q: @jaybaer With live streaming blowing up, if there’s a complaint on Periscope, can you ever see brands using it to answer? #cmworld
@dmboutin

@Marty_Marketing Online dance party, anyone? @semrush @jimmyjohns @BuzzSumo @WTCMarketing @Linkarati @amazon #CMworld http://t.co/9F6dH7GLfY
@SproutSocial

Solid chat! #cmworld  https://twitter.com/cmicontent/status/626074166051995648
@chrisyates11

@amywhiggins @atxcopywriter I’m a firm believer of blocking & reporting––for the health of your communities. 🙂 #cmworld
@UXcelsior

If you ever have the opportunity to see @jaybaer in person, do it. *This has been an unsolicited recommendation* #cmworld
@kmullett

Learn more about Jay on his website: http://www.jaybaer.com #CMWorld
@CMIContent

.@barenakedladies popping up on my Spotify as we’re nearing the end of this week’s #CMWorld chat. A sign everyone should come to CLE in Sep!
@MoninaW

.@dmboutin answer to Q7 via @cmworld: Let’s tie in content marketing. How ca #cmworld http://bit.ly/cmworldjuly28th http://t.co/RXrdzsKxpm
@answerstage

.@MorganMandriota Exactly! Engaging the consumers in any way is always best for brand retention #cmworld
@opensponsorship

@UXcelsior @CMIContent Yes! Of incredible value to building a brand are the brand ambassadors spreading the love. #CMWorld
@StefEtow

Hear @JayBaer at Content Marketing World 2015. Code CMWSOCIAL saves an additional $100! http://cmi.media/cmw #CMWorld
@CMIContent

Maybe @randfish will loan me some mustache wax. J/k, mine’s short. Looking forward to this! #cmworld  https://twitter.com/CMIContent/status/626074409879519232
@UXcelsior

@SproutSocial We are all one big family in the world of social customer service! #ZenLove #CMWorld @netvantage http://t.co/ELXc078k6s
@Zendesk

@jaybaer Anytime! Team Sprout has tons of love for ya, Jay! #CMworld http://t.co/18UP480wJa
@SproutSocial

Also curious about the role of live-streaming in online customer service…how to listen & reply? #cmworld  https://twitter.com/dmboutin/status/626074471774986241
@UXcelsior

@JetBlue I knew you folks wouldn’t let me down. We were just talking about social responsiveness/listening over in #cmworld. You came up.
@kmullett

@UXcelsior @atxcopywriter Disagree. Sometimes you can turn that troll into an advocate. #CMworld
@amywhiggins

Great Insights on Personal Branding and Content Marketing at #cmworld Chat
@bharatpc

@chrisyates11 And do this!  http://gph.is/KqB7Kc?tc=1 via @giphy #cmworld
@ideakid88

@amywhiggins @atxcopywriter Trolls by definition aren’t there for resolution. Can always try before blocking, of course. #cmworld
@UXcelsior

@lindadessau @JeremyBednarski same here! So many takeaways from today’s chat!  #cmworld
@CMIContent

@lindadessau @CMIContent That should be a metric for the success of the #cmworld chats. How many heads are spinning at the end!
@JeremyBednarski

@CMIContent I would have been disappointed if you didn’t catch my slow pitch. 😉  @jaybaer #cmworld
@kmullett

@UXcelsior @dmboutin @jaybaer I can see live streaming as part of a web chat experience. Even a mobile app experience #cmworld
@amywhiggins

@Serious_Vanity @martinjason just seeing this tweet but we want to +1 this a thousand times!  #cmworld
@CMIContent

Thank you @CMIContent and huge thanks to all #cmworld chatters for another amazing chat! #cmworld  http://gph.is/1cpvyWM?tc=1 via @giphy
@ideakid88

Me too! Excited to talk about one of my favorite topics… #CMworld  https://twitter.com/CMIContent/status/626074915276488704
@SFerika

@ideakid88 we’re all flexing our content marketing muscles after that chat!  #cmworld
@CMIContent

@amywhiggins @dmboutin @jaybaer  Good opportunities for F2F chat. Hard to listen for complaints or reply/resolve immediately. #cmworld
@UXcelsior

@JeremyBednarski @lindadessau @CMIContent Something like this!  http://gph.is/1oFEHQw?tc=1 via @giphy #cmworld
@ideakid88

@mikemyers614 @zappos True! Brands have miles to go in terms of #custserv. They are lagging instead of jumping into the 21st Century #cmworld
@ideakid88

THIS #cmworld  https://twitter.com/ideakid88/status/626078117694537728
@connieurway

I think @FitbitSupport is fantastic at interacting with their customers on social media. I have a new FitBit because of it! #CMWorld
@guemasmul9

Cleveland 1 Safaree2 #cmworld3 #TenThingsNotToSayToAWriter4 #TheBachelorette5 #MTVHottest7 Delly http://t.co/i14GlbxcXJ
@TrendTopicsUSA