Reeyaz HamiraniJanuary 25, 2015 The growth of eCommerce, social networks, mobile, cloud infrastructure, and connected devices has created an avalanche of consumer identity data. With the wide variety of profiles being established across channels, marketers are struggling to handle the data-rich assets their efforts are generating. In fact, the IDC estimates that 80% of customer … Continue reading Two Major Roadblocks Inhibiting a Single Customer View
Richard LarsonJanuary 12, 2015 In the beginning of social media for business, social media efforts and campaigns were all marketing focused. However, social media for businesses really has morphed into a hybrid between marketing and customer service communications with customers. In fact, they’re a perfect pairing – they go together like toast and jam. If … Continue reading How Social Media Can Easily Improve Your Customer Service
Scott BarnettJanuary 5, 2015 Welcome to 2015! One of my favorite things about January is the end of all the prediction posts and polls. With that said, it was interesting to see how many people and polls predicted that the top two needs for small and local business owners were increasing word of mouth and … Continue reading Three Things Small Businesses Must Do To Increase Word of Mouth and Improve Customer Communication in 2015
Dave Brock December 26, 2014 I had a fascinating conversation with Gerald Vanderpuye today. He shared what many of us would think as the Nightmare To End All Nightmares. He was working a huge deal, it was important to the company’s ability to make their numbers for the quarter. Deals like that get a … Continue reading What If You Shared Your Deal Strategy With Your Customer?
Jeremy Geadrities December 22, 2014 What is your current employee retention strategy? If you cannot immediately answer the question, or at least begin envisioning your current organizational approach to employee development, then we’ve already identified a core reason why you are continually hiring customer service representatives. Hiring exceptional customer service representatives results in (you … Continue reading Representative Retention: Control Your Customer Service
Gap between CMO rhetoric and actual consumer experience on full display. Greg Sterling on December 22, 2014 One of the major buzzwords in retail is “omni-channel.” The notion behind that overused term is the delivery of a consistent brand and shopping experience across channels: online, mobile or in store. According to the omni-philosophy, traditional retailers are supposed to be breaking down the … Continue reading The Opposite Of Omni-Channel: Target’s Ecommerce And Customer Service Failure
Vishal Pindoriya December 21, 2014 Since we recently brought you some examples of how many major brands are getting customer service right using social media, it only seemed fair to show you the flip side of that coin. After all, in reality there are more brand getting it wrong than right, and that’s … Continue reading Worst Practices For Social Media Customer Service
Vishal Pindoriya December 20, 2014 There’s no question that using social media for customer service is something that every company should be doing. We recently highlighted 10 ways that you can use customer service to improve your company’s customer service through social channels, so if you need some more good ideas after this you … Continue reading How These Top Companies Are Excelling In Social Media Customer Service
Jessica Hasson December 17, 2014 The holiday season is unarguably the busiest time of the year for most businesses and the most profitable, as up to 40% of yearly sales for an SMB take place during November and December. While holiday shopping can be hectic for your business, it can also be chaotic for … Continue reading Creating a Happy Customer Throughout the Holidays [Infographic]
Ruxandra Mindruta December 4, 2014 With social media firmly established as the most popular web activity amongst mainstream users, consumers now make their purchasing decisions in a dramatically different way to how they did just a few years ago. Consumers share, advise, review, complain and compliment brands regarding their customer experiences across the web … Continue reading 6 Ways to Boost Your Customer Service on Social Media
