The rise of social media has opened up new opportunities for brands to explore a new method of communicating with their customers. Mary Meeker's Internet Trends Report 2017 looks at how social media has affected customer service.
With 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 between perception and reality in this space.
If you’re a business in 2016, chances are that you’ve invested time and resources into maintaining a social media presence, to promote ... read more
The way brands connect with customers on social media has evolved over time. The four stages of social customer service adoption can ... read more
According to a new report analyzing restaurant chains' social, Ben & Jerry's is the best, despite its comparatively smaller size. What's the brand doing right?
It 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 can help.
As Facebook Messenger becomes more popular, it gives brands that many more methods - and that much more incentive - to connect with its millions of users.
Eight years ago, Canadian musician Dave Carroll made a customer complaint about United Airlines, very public creating a YouTube video, United Breaks Guitars, and launching the ... read more
China 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.
Mobile and the rise of on-demand services is fuelling a new form of commerce the IDC is calling xcommerce.
According to IHS, there were 15.4 billion connected devices in 2015, with the number expected to grow to 30.7 billion in 2020 and 75.4 billion in 2025. How can content marketers prepare for the rise of the Internet of Things, and the way that it will change how we create and consume content?
Understanding the customer journey is essential when you want to attribute accurately and effectively optimize your website. That requires in-depth analysis of customer data. Luckily, there are a range of tools that can help you.
Big data brings endless opportunities for the travel industry, but this ever-changing field also brings with it many challenges. With customers creating valuable data at every stage of their journey, how can travel companies do more to collect and connect these data points to improve the customer experience?
