Insights on how leaders are using social media strategies beyond communications, extending to customer service, sales, employee advocacy programs, and...
View articleThe rise of social media has opened up new opportunities for brands to explore a new method of communicating with their customers. Mary Meeker's Inter...
View articleWith 80% of brands believing they provide good social customer service but only 8% of customers agreeing, it is easy to see there is a disparity betwe...
View articleIf you’re a business in 2016, chances are that you’ve invested time and resources into maintaining a social media presence, to promote your bran...
View articleThe way brands connect with customers on social media has evolved over time. The four stages of social customer service adoption can be equated to the...
View articleAccording to a new report analyzing restaurant chains' social, Ben & Jerry's is the best, despite its comparatively smaller size. What's the brand...
View articleIt goes without saying that it's important to respond to customers on social media. Far too many marketers don't do it, but there are platforms that c...
View articleAs Facebook Messenger becomes more popular, it gives brands that many more methods - and that much more incentive - to connect with its millions of us...
View articleEight years ago, Canadian musician Dave Carroll made a customer complaint about United Airlines, very public creating a YouTube video, United Breaks G...
View articleChina is a key market for KLM Royal Dutch Airlines and it is engaging specialized CRM tools on its WeChat account to engage them for customer service....
View articleMobile and the rise of on-demand services is fuelling a new form of commerce the IDC is calling xcommerce. Read More...
View articleHere are five of the biggest deals from the world of digital marketing this week, such as the enhanced targeting from LinkedIn and... billboards? Read...
View articleBrands engaging with consumers in customer support forums or on social platforms like Facebook must fact check all content before sharing in order to ...
View articleExperts predict that there will be a greater emphasis on social business this year, thus making it more imperative for marketers to cultivate strong c...
View articleIn anticipation of Pinterest making its Promoted Pins readily available to more retailers, we evaluate and analyze the social strategies of Bloomingda...
View articlePart of Facebook's strategy for increasing ad revenue includes updating and adding certain features that are especially appealing to small and medium-...
View articleAn analysis of W Hotels’ social performance on Facebook and Twitter reveals many areas that this brand could improve on. Marketers can learn one thing...
View articleReturns are a big issue for online retailers, and even more so in the run up to Christmas. In this season, returns are likely to be higher as a result...
View articleThe shopping cart, or basket, page is a gateway between (more often than not) the product page and the checkout process. In this post I’ll look ...
View articleAs an integrated customer experience becomes increasingly important for commercial success, a key trend for businesses is the emergence of the marketi...
View articleDespite increasing advice on the web that highlights how to implement a great social customer service strategy, so many brands are getting it totally ...
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