Category Archives: Case Studies

Case Study: How SMEs Handle Social Customer Relationship Management

Social customer relationship management, an integrated strategy for many European SMEs. Some might think that investing time and resources into perfecting social customer relationship management is only specific to big companies because they are the ones with thousands and even millions of customers waiting to be served and listened to. However, the same applies to […]


Funny Customer Service Queries

Each customer service query is unique and should be dealt with accordingly. Dealing with customers can be really tricky. First of all, each customer is a unique individual, with specific personality traits and characteristics. Secondly, they all have different problems that need immediate attention and resolution. Lastly, what is crucial for one of them may […]


The Best Social Media Posts on April Fools’ Day 2015

What social media posts did brands have in store for April Fools’ Day? During this year’s April Fools’ Day, social media was literally filled with pranks and hoaxes made by brands worldwide. Some of them had been carefully planned and organised beforehand, while others were just made up on the spur-of-the-moment. We’ve seen some really […]


Top 7 Funny Brand Interactions on Social Media

Humour is an essential component in brands’ interactions on social media. Image Source: matteroffactsblog Nowadays, it’s very important for brands to interact with their customers via social media channels. This aspect is part of both their marketing strategies as well as their customer support approach. What adds value is the ability to allow two way […]


Top 10 Corporate Social Media Fails

What are some of the biggest corporate social media fails and why did they happen? Image credits: Pixabay cc Social media marketing has gotten trendier than many other marketing strategies over a relatively short period of time. Everybody is talking about it and companies are head over heels into recruiting the best people out there […]


How Celebrities Manage their Twitter Account

Should Celebrities Outsource their Social Media Management? Celebrities are, in many ways, very similar to brands. When it comes to social media, some of them manage their own accounts, while others hire specialised people to do this job for them. Nowadays, Twitter is the preferred channel for fans-celebrities interactions. Fans can address questions to their […]


10 Successful Social Media Strategies for Valentine’s Day

What social media strategies do companies use to attract more customers around Valentine’s Day? There are many holidays throughout the year: Christmas, New Year’s Eve, Easter. All of them are about family, friendship and love. However, only one special holiday uses hearts, teddy bears and roses to convey the idea of everlasting love and happiness: Valentine’s Day! Are you ready for it? Have you bought the perfect gift for your dearest one? These are some of the many questions […]


How Mobile Operators do Customer Support on Social Media

Effective social media management can narrow the gap between companies and customers. According to a 2014 study performed by CTS, 8 out of 10 people cancel contracts on account of poor customer experience. Whether telecommunication companies like it or not, customer service has already largely moved to social media channels. In fact, 33% of users […]


Fast Foods, Fast Replies – Managing Social Media for Effective Customer Support

Fast food chains are huge companies with thousands, even millions of customers. This means that, every minute, they are dealing with the challenge of providing immediate responses to their clients’ questions and complaints. Are they good at using social media to provide an efficient customer support? Some are doing a great job, whereas others have still a long way to go.


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