Does your organization subscribe the knowledge centered service (KCS) methodology? If it does, it’s at a huge advantage in social care.
Your travelers’ lives are digital, but is your customer care stuck in the past? Conversocial’s NEW Airline Benchmark Report is here! Simpliflying recently found that 43% of airlines cite delivering customer service via social media as their top prior...
Love it or hate it, Black Friday is almost upon us. This means marketing teams are in overdrive, all looking to out-market the other with above-the-line campaigns. With all this marketing spend allocated, a very important aspect often gets overlooked: how to deal with the increase in volume of social, digital customer interactions.
So with your marketing teams gearing up to push out promotional sales-led messaging, it’s critical to be prepared for the inbound messages that will result.
Social maturity leadership isn’t a destination so much as it is a journey, and today’s forerunners are just as easily tomorrow’s Contenders, Conservatives, and Observers. That’s because enduring leadership requires ongoing social innovation and investment to keep from being overtaken. If all else remains constant and competitors move up the index, your brand falls behind. To maintain leadership, internal social champions must keep the #SocialFirst flame alive.
Contenders stand a great chance of leadership if they can get the budget in order. They are those companies with freedom, agility, and no end to innovative ideas but for whom investment is a limiting factor. They achieve impressive results but only on a small scale. These are typically smaller companies in lesser regulated industries with a handful of gung-ho internal social champions, but where social care lacks the executive direction that it needs.
Conservatives are those companies who have achieved high investment but low innovation in social care. There are a number of reasons why companies might end up here but most often it’s due to legacy systems, internal bureaucracy, and a lack of executive awareness or interest in social care. While these brands have the capacity to invest heavily in social care tools and to deploy specialized teams of agents, they’re unable to make the best use of them. This category often includes large companies in regulated environments, such as Finance and Insurance.
This is part 2 in a 5-part series which will help readers understand where their brand falls on the Social Maturity Index and how they can ascend to leadership. To start at the beginning, click here.