Social media study findings, technology and customer service, and more!

TCFCR Newsletter	August 2012

Customer Comments On Social Media Sites Continue to Increase

One in four consumers who contact a consumer affairs department to either register a complaint or ask a question are also posting comments on social media sites. This is a significant increase compared to a year ago when the number was one in five, and is one of the key findings in the 3rd Annual Social Media Benchmarking Study conducted by The Center For Client Retention (TCFCR).

Read more...

The Welcomer Edge
Selected Quote From The Welcomer Edge

"Welcomers have a history of volunteering at a young age: working in soup kitchens along with their parents, coaching sports, and friends. Welcomers also have great memories. They are interested in learning about more about them. They see their customers to find out customers as people first, so it just makes sense they would want to learn more."

To learn more about The Welcomer Edge, read reviews or purchase the book, please visit our website.

Customer Service In The News

Make sure your business is using technology in a way that helps, not hinders the customer experience.

Find out four ways technology can improve the customer experience in this article.

Did you know?
Latest Stats From TCFCR

32% of consumers use social media to search for information. What information do you have out there about your brands?

Contact us to find out what your customers are doing in social media.

Featured Articles

Mystery shop your competition

Diffusing angry customers

Making Social Media truly social

To receive articles like this directly to your inbox, subscribe here.

What's Trending On Twitter?
Top #CustServ Tweets

Twitter

Pick Up The Phone! If Employees Don't Answer Calls, Gong Goes Off & Red Sirens blare http://bit.ly/Njxdzy

By @MarshaCollier

Digital customers expect respect: Be the brand that understands.

By @KnowledgeBishop

It makes sense to make a person feel like you are eager to help them find what they need before you actually assist them.

By @RichardRShapiro

#Welcomer

A Welcomer is an associate who draws new customers to a business, engaging and providing them with a level of service which converts them to loyal patrons. Read more.

Tweet when you meet a Welcomer or have a great experience; remember to include the #Welcomer hashtag!