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 →
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 →
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 →
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 →
“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 →
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 →
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 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 →
A new report from the CMO Council asks customers and marketers what it means when a customer ‘likes’ a brand online. Not surprisingly, these two groups had somewhat different ideas about why customers choose to ‘like’ or engage with a brand online. Read →
A new study from Conversocial examines consumer expectations and attitudes around brand interactions on Facebook, Twitter and other social media platforms. Do consumers truly expect two-way communication? If so, are brands listening and responding – and what happens when they don’t? Read →
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