By now, most companies have gotten the memo about brand management via social media. Like us on Facebook, follow us on Twitter, you know the drill. As corporate social media strategy matures, what’s on the horizon? It’s customer service. “In 2010, only 5 percent of organizations took advantage of social/collaborative customer action to improve service
...read more »A new study by loyalty-marketing company COLLOQUY proves the truism that consumers are more likely to complain far and wide about a bad experience than they are to share the news about a good one. In fact, 26% of the people surveyed said that they were far more likely to spread the negative word. Of
...read more »How can your organization increase efficiency, drive down cost, and improve customer satisfaction all at the same time? By getting it right the first time – increasing first call resolution (FCR) is an incredibly powerful way for a call center to achieve success. Call center consulting company SQM contends that every 1 percent improvement in
...read more »Customers are using social media to talk about your brand, whether or not your company chooses to participate in the discussion. You know this. It’s why your have a company Facebook page and Twitter feed, where the chatter about your brand can be gratifying or cringe inducing. But how to make these conversations useful and
...read more »Customer self-service certainly has its advantages: customers can find answers they need regardless of call center hours, without waiting for an agent to assist them, at remarkable cost savings to the company. However, when an interactive voice response (IVR) system is poorly designed, hard to use, or inefficient, irritated callers either transfer to an agent
...read more »Experts are saying that 2011 is the year that mobile computing will transform customer service. That’s because mobile apps are “expanding the scope of customer service – mobile apps allow us to offer new functionality,” according to Diane Clarkson, an analyst at Forrester Research. “We can now use our mobile devices to learn if an
...read more »Quickly becoming as much a Times Square tradition as the Macy’s Parade and New Year’s Eve, the Charmin Times Square public bathrooms are back again this year! Welcoming tourists and locals alike with potty puns aplenty, the restrooms offer cozy lounge chairs, giant Charmin Bear photo ops, and a selection of toilet paper sure to please the most discriminating of bottoms. Public service
...read more »Plenty of companies do. He’s going to make half a million dollars next year by acting as a human billboard. Jason Sadler, 28-year old founder of I Wear Your Shirt, may not technically be a celebrity, but he has spent the last two years tweeting, YouTubeing, Facebooking, and generally influencing consumers via social media by
...read more »Retailers are walking a fine line this year between offering customer-friendly return policies and protecting themselves from fraud. On one hand, they want to entice shoppers, but on the other hand there has been a massive increase in what the National Retail Federation calls “return fraud”- a recent NRF survey found that retailers expect $3.7
...read more »It might seem like one of the few places to escape ever-present advertising is within the pages of a good book. But with the increasing popularity of e-readers, marketers are coming up with ways to insert ads into the reading experience, which was once unappealing to marketers due to the longevity of books. While readers
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