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.
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 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 […]
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 […]
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. […]
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 […]
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
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 […]