Browsing All Posts filed under »Uncategorized«

The Ups and Downs of Customer Service via Social Media

April 9, 2014 by

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Simply Measured provided a look at how companies are responding to customer service inquiries via twitter and this was used to frame our SMChat for April 9, 2014 at 1pm ET.

Mobile App Usage Increasing for 2014. Charting the future.

April 1, 2014 by

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I owe a huge debt of gratitude to my co-moderator Autom @autom8 for his stellar solo performance the past couple of months. I’ve just completed an extended assignment and I am excited to return to the chat. Recently I have noticed a number of studies and charts that show mobile behavior is changing, we have […]

Customer Service and Social Media Evolution

March 12, 2014 by

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Customer Service and Social Media are evolving quickly.  It is in the best interest of organizations to connect the two, in order to maximize the benefits from customer service and social media.  However, if Customer Service and Social Media do not fall under the same overarching organizational structure, they should be connected by intracompany goals […]

The Costs of Poor Customer Service

January 8, 2014 by

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There are so many costs of poor customer service and yet, it appears, that many organizations ignore these costs.  How many times have you suffered a poor customer service experience simply because the employee you were dealing with wasn’t empowered to make your service better?  Did you choose to take your business elsewhere as a […]

The Holidays: Mobile marketing’s one true barometer?

November 26, 2013 by

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With the holidays upon us, it would be opportune to take a quick pulse check and see just how deep and pervasive mobile shopping’s penetration has progressed. What may we glean from emerging mobile consumer trends ever since we’ve seen its emergence just a few short years ago? Do the holidays (particularly in the U.S. […]

Customer Service Equality: In-store must equal online customer service

November 13, 2013 by

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With the biggest shopping day of the year looming, there’s been a lot of discussions about what will happen as people transition away from brick and mortar shopping and move to online purchasing.  For many businesses though, the brick and mortar storefront will never “go away.”  The best example of that type of business is […]

Addressing Gaps in the Consumer Buying Journey

November 5, 2013 by

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According to Natasha Hritzuk, the senior director of consumer insights at Microsoft, consumers are desperate for a more personalized shopping experience. She offered this insight based on Microsoft’s recent consumer decision journey research. The message isn’t really new, for some time we have known there is a gap between the shopping experience consumers are expecting […]

Valuable Shift: Retain Customers and Add to the Bottom Line

September 11, 2013 by

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Join our great group as we discuss the impact of customer service on the bottom line. Wednesday, September 11th at 1PM ET on http://tweetchat.com/room/SMChat

Streamlining the Mobile Experience

September 3, 2013 by

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This week I came across two seemingly disparate emails. The first was a report synopsis highlighting the findings of a join AOL and University of Virginia study. The conclusion…. 75% of all mobile ad impressions were viewed in the home. We tend to associate the mobile experience with being on the go. While that is […]

How Do You Put The Service in Customer Service?

August 14, 2013 by

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How do you put the service in customer service? It’s so simple.  By remembering people first…I love when I read stories that are exactly about that…people helping people.  Just like the true story of “A Slice of Absolute Customer Service Perfection.“ The employees at Wolfgang Puck Express went above and beyond to fill a need […]

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