Posts Tagged ‘Customer Service’
Hotel PR Director Discusses How She Uses Customer Service Complaints On Social Media [VIDEO]
Nora Walsh, PR director at the Pierre Hotel in New York City, believes negative reviews are a helpful way to get direct feedback from customers and learn where the hotel falls short.
Read MoreMobile Advertising/Marketing Objectives By Experience Level, August 2012 [TABLE]
Despite the increased availability and enthusiasm for more immersive and interactive ad formats, the direct-response focus among mobile advertisers is one reason static ad formats remain popular.
Read MoreWhy People Visit Brands' Social Media Sites, February 2013 [CHART]
Only 12% of online shoppers surveyed in 2012 reported having bought an item through a social media site, and less than 1 in 5 had bought a product due to information found on a social media site.
Read MoreLocal Mobile Customer Feedback, February 2013 [CHART]
Overall local feedback – whether delivered via tips, checkins, reviews, comments, or photos – tends to be positive, ranging from a high of 96% positive feedback to a low of 57% for quick service restaurants (QSRs).
Read MoreExecutives' Views On Customer Experience & Loyalty, February 2013 [CHART]
74% of American senior executives surveyed by Oracle strongly agree that customers’ experiences impact their willingness to be loyal advocates.
Read MoreHow SMBs Are Using Customer Relations Management Systems, February 2013 [CHART]
Beyond managing contacts (94%), 65% of SMBs are using their CRM for lead nurturing, and 59% each for email marketing and sales forecasting.
Read MoreHoliday In-Store Mobile Shopping Experience, February 2013 [CHART]
More adult mobile owners used their devices to help them shop during the 2012 holidays than during the 2011 season.
Read MoreTop Reasons For eCommerce Abandonment, January 2013 [CHART]
The top reason why online shoppers abandon a purchase is due to encountering unexpected delivery costs, cited by 70% of respondents.
Read MoreBrand-Connected Consumers' Attitudes Regarding Social Feedback, January 2013 [CHART]
8 in 10 consumers digitally engage with brands, while one-quarter are brand-connected consumers who both post to and about brands online at least once a week.
Read MoreMarketing Investment Opinions: Consumers vs. Marketers, January 2013 [CHART]
Consumers and marketers disagree on where companies should invest more of their marketing time and resources to improve customer loyalty.
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