customer service


Getting it right with social when everything we know is wrong

Nov 25, 2015 - Though still relatively new to the marketing sphere, social media has undergone many incarnations. As a communication tool, what is its true branding value and purpose? Comments

Are you ready for Small Business Saturday?

smbs-flickr-6405355135-9a009e3c58-z Nov 24, 2015 - Marketers are preparing to pull out all the stops to compete for consumers' attention during the most epic shopping weekend of the holiday season. Here's how SMBs can get in on the action. Comments

Don’t let your customers walk away from their carts

mobile-phone-shopping-flickr-22257890101-7cb64bb1c6-z Nov 18, 2015 - E-commerce retail brands can use these four strategies to decrease cart abandonment rates and optimize their marketing campaign strategies during the holiday shopping season. Comments

Is email the best channel for customer service?

fastest-channels1 Nov 4, 2015 - A new study suggests that email is the best customer service channel, but do retailers have room for improvement in this area? Comments

Localization is FXCM's key to success in Asia

fxcm-logo Nov 3, 2015 - New York-listed FXCM has a long history in Asia. Its localization strategy, under APAC marketing director, Ashley Chun, has been vital. Comments

The real value of loyalty programs: data

loyalty-flickr-8256427128-417c4c04d0-z Oct 26, 2015 - Incorporating loyalty programs into marketing campaigns will not only encourage repeat business, but they also present an opportunity to collect a diverse scope of customer data. Comments

Incorporating Social to Build Across Your Organization

leverage-social-networking Oct 5, 2015 - To correct the imbalance within the division of labor and increase corporate presence on digital platforms, consider adopting a workflow process built around modern social technology. Comments

Listening To Your Customers: A Kind Of Different Intent Data

customerdata Sep 30, 2015 - Consumer intent and behavioral data can inform marketing strategy and campaign efforts, so it's important to pay attention to your consumers: not just what they do, but who they are. Comments

Brands Still Matter - Just Not Like They Used To

brands-applied-gtld Sep 28, 2015 - Ogilvy's Colin Mitchell asked, "Do brands still matter?" They do, but today's informed consumers care less about a brand's image and more about service, philanthropy, and relevant experiences. Comments

Twitter: The Next Customer Care Channel

twitter-customer-talk-from-shutterstock-110076977 Sep 1, 2015 - How will Twitter's change to its DM character limit policy impact communication between brands and consumers, and alter the standards for customer engagement on social media platforms? Comments

Service Before Product When it Comes to User Micro-Moments

mother-and-baby Aug 18, 2015 - Marketers need to spend their efforts satisfying user moments, more than building aspiration for their products or services. Comments

Back to the Future With Email

email-mobile Jul 23, 2015 - Email is still one of the best, most cost-effective ways to reach targeted audiences with customised content. Comments

Consistency Matters in Social Customer Care: Three Things to Help Get it Right

customer-review Jul 1, 2015 - Social capital can help brands build trust and encourage customer loyalty, as long as marketers are consistent in social media strategy. Comments

The Importance of Immediacy

immediacy Jun 22, 2015 - There is a gap between consumer expectations of sales and service using digital channels, and a company’s ability to deliver. Comments

9 Ways the Retail Relationship is Changing

digital-evolution Jun 4, 2015 - New opportunities abound for retail marketing as technology helps glean greater data collection and insight. Comments

Responding to an Online Hack

ctrip-thumb Jun 3, 2015 - China's Ctrip is a good example of the importance of keeping communication channels open and engaging with the customer when responding to a digital breakdown. Comments

Recasting Business Communications in Today’s Omnichannel World

omnichannel-subway May 26, 2015 - With rapid digital adoption rates across APAC, marketers in countries like Indonesia are struggling to implement successful omnichannel solutions. Comments

Popcorn Time: What I Learned While Traveling For Work

businesstravel May 22, 2015 - During a business trip, this columnist decided to keep her mouth closed, and her eyes and ears open. The importance of customer service and innovation were two of her main observations. Comments

Amazon Extends One-Hour Prime Delivery to Local Businesses

amazon May 21, 2015 - Starting today, New Yorkers with Prime memberships can order groceries, meals and baked goods from select local businesses, cementing Amazon's role in the local delivery space. Comments

A Brief Intro To CLV (And Why You Should Measure It)

happy-email-subscribers May 15, 2015 - Customer lifetime value (CLV) is one of the most misunderstood or ignored concepts in marketing. But if given careful thought, it's a concept that will totally transform customer perception and sales. Comments

Woolworths Pulls #FreshInOurMemories Picture Generator Amid Consumer Backlash

woolworths-fresh-in-our-memories-image Apr 15, 2015 - Iconic Australian brand Woolworths has closed a website commemorating the 100-year anniversary of Australia's World War I involvement, after social media users accused it of profiting from war. Comments

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