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Which Airlines Are Most Responsive On Twitter?

Most Responsive Airlines on Twitter

Which airline brands are the most responsive on Twitter? New data from SocialBakers looks at the difference between the amount of answered and unanswered questions – on Twitter only – among major airlines. Read →

KLM Now Displays Social Media Customer Service Response Time

KLM To Launch 'Social Seating' Service

KLM Royal Dutch Airlines today announced that it would begin displaying its social media team’s live response time in the header of its Twitter account and on the customer support page at KLM.com. It will also be visible on KLM’s global Facebook page shortly. Read →

Social Networking Stats: 30% of Top Brands Invest in Customer Service on Twitter, #RLTM Scoreboard

Top brands on Twitter - Simply Measured study

A new study by Simply Measured finds that 30% of the Interbrand Top 100 Brands are investing in customer service on Twitter. While 99% of top brands are on Twitter, these thirty brands have dedicated customer service handles to resolve issues as quickly as possible. Read →

Social Media Customer Service: Brands Respond More On Twitter

Consumers Expect Brands To Respond on Social Media

A new report by social customer service software provider Conversocial looks at how social channels are being used to connect with customers, and particularly the rapid growth of customer service on social media. Read →

Customer Service on Twitter: Top Brands Respond To Only 14% Of Tweets

Brands Failing At Customer Service on Twitter

Nearly all (95%) of top brands are active on Twitter, and 23% of top brands have Twitter handles dedicated to customer service, according to a Simply Measured study. But how effectively are brands responding to the tweeted requests, concerns and complaints of individual consumers? A new study by CRM analyst Ashley Verrill revealed that many of these tweets go unanswered — over the course of 4 weeks, brands responded to only 14% of the tweets sent. Read →

Lost A Sock? Betabrand Has You Covered With Facebook-Powered Insurance Program

Betabrand Sock Insurance

If you buy a pair of socks from Betabrand and then lose one of those socks (within a year), the clothing company will replace the missing sock at no charge – provided you upload a funny photo to the Betabrand site and Facebook. The campaign – or “sock insurance” as the brand calls it – is a brilliant way to interact with consumers on Facebook, and a great customer service effort. Read →

40% of UK Consumers Say Social Media Improves Customer Service

“Is social media fundamentally redefining the relationship between consumers and brands?” Out of the 36% of UK customers who have used social media to communicate with brands, the majority – 65% – prefer social media to call centers. Read →

Realtime Customer Service: Facebook, Twitter Users Expect Brand Response Within 24 Hours

Realtime Customer Service: Facebook, Twitter Users Expect Brand Response Within 24 Hours

Social media has become an important tool for customer service. And when online consumers around the globe reach out to brands on social networks, they expect a rapid response, according to new research from Oracle. Read →

69% of Global B2B Organizations Ignore Customer Feedback On Social Media

Silly little boy isolated on white. 

File has not been sharpened.

Business to business organizations worldwide lag far behind consumer marketers when it comes to monitoring, tracking and engaging with customers on social media platforms, according to new research published by customer experience management company Satmetrix. The research shows that 39% of companies have no social media tracking in place at all. But that figure shifts to 51% if you break out B2B companies, compared to 22% of B2C companies. Read →

Gatwick Airport: Using Twitter To Create A More Human Experience For Passengers

Gatwick Airport uses Twitter to be more human

Gatwick Airport has been using Twitter to keep passengers informed with realtime updates during disruptive weather and flight delays, as well as updates on everyday airport activity. This week, the airport’s Twitter account, @gatwick_airport, became the first UK airport to be recognized by Twitter as a verified account, receiving, as a spokesperson put it, “Twitter’s ‘blue tick’ of authority.” Read →

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