Tag Archives: Customer Service

Three Questions about Social Media Monitoring and Customer Service for Tom HC Anderson

In advance of our May 2 webinar on social media monitoring and customer service, I asked Tom HC Anderson a few questions about the state of customer service, the role of sentiment and where it’s heading. Tom is the head [...]

Posted in Customer Service, Research, Sentiment, Social Media Monitoring, Text Analytics | Tagged , , | 2 Comments

Listen to turn that (consumer) frown upside down

Retailers responding to negative comments on social sites such as Facebook, Yelp, CitySearch and Twitter improve their brand image, strengthen customer relationships and reap business benefits. Right Now. commissioned HarrisInteractive to research what happens when retailers respond to criticism or [...]

Posted in Customer Service, Engagement, Reputation Management, Social Media Monitoring | Tagged , , , , | Leave a comment