Posts Tagged ‘customer service’

Monitoring Customer Feedback on the Web

Thursday, July 22nd, 2010 by Nikolas Severidt

bearhug-smallAs more and more businesses look to acquire customers via the web, it is equally important that businesses are communicating with their current customers on the web.  But how do you keep up with all the comments people are making on Facebook, Twitter, your Blog, and more?  It can become pretty overwhelming to try and monitor everything on your own, or even have someone do it for you.

Recently a new customer engagement platform was launched to help with this very problem.  Bearhug is a web-based customer service/feedback system that emphasizes building a collaborative relationship with customers rather than just managing support and feedback.

Bearhug’s dashboard consists of five different feature groups:

  • Pulse
  • Answers
  • First Rate
  • Overheard
  • Thinktank

To learn more about Bearhug, check out the video below.  If you are unable to see the embedded video, click here.

via Mashable

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Posted in Business, Small Business Tips, Social Media, Tech | No Comments »

Zappos CEO On How to Deliver Happiness with Social Media

Monday, April 12th, 2010 by Nikolas Severidt

When it comes to engaging customers with social media, Zappos has done an incredible job using social media to get customers coming back. They have over 500 employees using Twitter everyday and have aggregated all their tweets together. Not only does this give people an inside look into the company, it also builds employee morale and opens up communication lines that otherwise wouldn’t exist.

If you are unable to view the embedded video, click here.

In a recent interview from Mashable with Zappos C.E.O., Tony Hsieh discusses his new book, Delivering Happiness, as well as how Zappos delivered happiness with social media.

Below are Zappos values.  You can learn more about their values by visiting their website.

  1. Deliver WOW Through Service
  2. Embrace and Drive Change
  3. Create Fun and A Little Weirdness
  4. Be Adverturous, Creative, and Open-Minded
  5. Pursue Growth and Learning
  6. Build Open and Honest Relationships with Communication
  7. Build a Positive Team and Family Spirit
  8. Do More With Less
  9. Be Passionate and Determined
  10. Be Humble

Zappos has truly created a unique culture when it comes to engaging customers with social media.  They have made it a top priority and maximized it to the fullest extent.  While some companies are banning social media sites at work, companies like Zappos are encouraging it and are seeing the rewards or allowing employees to engage with customers on a daily basis.

via Mashable

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Posted in Expanding Your Business, Social Media | No Comments »