By Edwin Margulies
Those of you who are setting up a practice for social customer care have a lot to think about. There’s tuning-in the the right social channels, developing proper search criteria for relevant posts, and getting your clusters and trending topics to work well with your business rules. The list is daunting. But one of the fundamentals you need to weave in to your strategy – regardless of platform – are the key drivers for your customer outreach. Here is advice on balancing sentiment, influence, and loyalty.
You’ve heard the adage: “The squeaky wheel gets the grease.” A version of this was first published in a poem over a century ago by an American humorist. To this day, the idea translates easily into a customer service context. A fundamental decision you will need to make is whether or not sentiment will be the key driver for your social customer care team. A few things to consider: Continue reading