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Customer 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.
@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
[email protected] 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
@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
@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
@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
@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
[email protected]_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
[email protected] 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
[email protected]: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
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
[email protected] 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
[email protected] 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
[email protected] 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
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
[email protected] 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
[email protected] @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
[email protected] @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
@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
[email protected] 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
[email protected] 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
[email protected] @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
[email protected] 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
[email protected] @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
[email protected] 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
[email protected] 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
[email protected] #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
[email protected] 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
[email protected] answer to Q7 via @cmworld: Let’s tie in content marketing. How ca #cmworld http://bit.ly/cmworldjuly28th http://t.co/RXrdzsKxpm
@answerstage
[email protected] 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
