Posts Tagged ‘Customer Service’
Customer Service Reps Calming Qualities, November 2013 [CHART]
When consumers have an urgent customer service need, 7 in 10 will pick up the phone and call the company for help.
Read MoreConsumers’ Top Loyalty Program Benefits, November 2013 [CHART]
A leading 75% of online respondents are attracted to the discounted or free products offered by loyalty programs, there are other benefits that carry some heft, too.
Read MoreGoogle+ Impersonator Flaw & Coca-Cola Kills Press Releases – Beyond Social Media Show [VIDEO]
Topics on Beyond Social Media Show: Twerking turkeys; Google+ security flaw; Google Helpouts; Jean-Claude Van Damme’s semi ride; Katie Couric to join Yahoo!; Zappos responds to Kanye West; KLM Royal Dutch Airlines Twitter customer service; Obama’s marketers join forces; Coca-Cola kills the press release; some shiny new stuff & much more.
Read MoreCustomer Satisfaction By Support Channel, Q3 2013 [CHART]
Voice was the top service channel by customer satisfaction (91%), followed by chat (85%) and help center/web forms (83%).
Read MoreUS Airways Ejects Blind Customer & Bat Kid Saves San Francisco – Beyond Social Media Show [VIDEO]
Topics on Beyond Social Media Show: US Airways ejects blind passenger; Lulumon’s apology fail; JPMorgan’s Twitter storm; Bat Kid saves San Francisco & more!
Read MoreConsumer Responses To Negative Customer Service, November 2013 [CHART]
1 in 5 said they’d share their negative customer service experience with friends or family (16%) or on social media (4%).
Read MorePrimary Business Objectives For Which Social Media Is Used, June 2013 [CHART]
Brand awareness, recruiting, customer profiling and customer care were all significant business objectives for social media.
Read MoreEffect Of Social Media On Customer Interaction, Spring 2013 [CHART]
Nearly three-quarters of marketing and technology executives said social use had at least a moderate impact on how their company interacts with customers.
Read MoreRise Of Social Business Use In Companies, 2012 [CHART]
Reputation was of utmost importance in several surveys—in one, seeing a 36% increase as a social business tactic between 2011 and 2012.
Read MoreConsumer Expectations For Brands' Twitter Responses, October 2013 [TABLE]
A slight majority of Twitter users who expect brands to respond to their tweets feel that those responses should come in less than an hour.
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