Posts Tagged ‘Customer Service’
How Marketing Pros Use Social Media Analytics, January 2014 [CHART]
The top way in which marketers were using social media analytics was campaign tracking (60%).
Read MoreMall Of America's Social Customer Service [VIDEO]
The Mall Of America has consolidated their call center, their online community managers, and security into one cohesive customer service team that can address questions, concerns or complaints in real time, face-to-face with customers, on the floor of the mall.
Read MoreConsumers Reactions To Service Experiences, February 2014 [TABLE]
Some 23% of consumers will give feedback directly to companies following a very good service experience, but 32% will do so following a very bad experience.
Read MoreHappy eCommerce Customers [INFOGRAPHIC]
This infographic by Yovigo illustrates what makes eCommerce customers happy.
Read MoreIn-Flight Services Airline Passengers Want, December 2013 [CHART]
About half of airline passengers were interested in booking destination-related services while flying.
Read MoreGlobal Airline Execs' Expected Areas Of IT Investment, March 2013 [CHART]
Over 90% of senior airline executives polled worldwide by SITA/Airline Business said their companies had either implemented or were in the process of developing passenger services via digital, personalized customer relationship management or expanding ancillary services programs.
Read MoreHighest-Rated Media Brands, 2013 [TABLE]
Meredith was the best media company partner for advertising companies last year, toppling the 2012 winner, Google.
Read MoreMost Effective Issue Resolution Methods, According To Customers – January 2014 [CHART]
Some 45% of respondents believe that calling a company is the most effective way to get their problem solved, compared to 19% who felt that way about email and 13% about social media channels.
Read MoreSocial Media Response Rates By Industry, Q3 2013 [TABLE]
A breakdown of social media response times and rates by industry found that government companies had the longest response time—14.5 hours—and a response rate of just 17%.
Read MoreFacebook Brand Response Rate, Q2 2012-Q4 2013 [CHART]
Facebook tailed off at the end of 2013 after a rapid rise a year earlier. For the quarter, brands answered 59.4% of questions asked of them on their Facebook pages, the smallest share (by a thin margin) since Q4 2012.
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