28 Experts Predict the Future of Social Customer Care in 2017

Social media is the first marketing channel where customers can actually talk back. This is a new concept for traditional brand marketers, who are used to being able to completely control the brand message with TV and print advertising that

Tracking Top Customer Service Companies in the Stock Market

It’s no secret that customer experience can positively affect the bottom line. After all, offering customers a consistently great experience increases brand loyalty, which can raise revenues—in the form of higher usage, customer retention, and referrals—and also reduce costs, in

My 5 Takeaways for Social Media Professionals from the Customer Service Summit

The Incite Group held its 6th annual Customer Service Summit in New York last week, and as is my custom at conferences, I live-tweeted (using hashtag #INCITECS) as a form of note-taking. This makes it much easier to share my

Cubs Manager Joe Maddon’s Advice for Baseball and Business

Chicago Cubs manager Joe Maddon has become a beloved figure in the city after just two years, and his frequent quips – dubbed “Maddonisms” – are often quoted on T-shirts and in the media. As the Cubs look to win

Study: Customer Service on Twitter Increases Revenue and Satisfaction

Twitter has once again proven that customer service is the new marketing. Following up on last year’s groundbreaking study which revealed that customers are willing spend more with airlines that respond to service inquiries on Twitter, the social media giant

Contemplating the Future of Customer Service

There’s a lot of talk about the future of customer service these days, with social media driving much of the conversation: Customer service is the “new marketing”. It’s a major driver of a great (or lousy) customer experience. Millennials are