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Carri Bugbee

MediaPost Publications Wireless Carriers Struggling With Consumer Expectations 11/01/2013 - 0 views

  • As more consumers turn to social media to solve customer service issues, their expectations are also rising, according to the survey. More than two-thirds of customers said they felt a telecommunications company should respond to questions on Twitter within three hours.
  • According to the research, nearly a third of consumers said they would consider switching providers if their customer support requests through social media went unanswered. 
  • he potential for a disgruntled customer to do major damage to the brand is exacerbated by the speed at which social media can spread the word of a bad brand experience worldwide.”
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    As more consumers turn to social media to solve customer service issues, their expectations are also rising, according to the survey. More than two-thirds of customers said they felt a telecommunications company should respond to questions on Twitter within three hours.
Carri Bugbee

A Social Media Presence Isn't Enough - Brands Need Engagement [Report] | ClickZ - 0 views

  • 80 percent of companies believe they deliver superior customer service, only 8 percent of customers agree,
  • If a consumer contacts a business with a question or complaint, they typically expect a response within the hour. However, a Social Media Marketing University (SMMU) survey conducted in February shows that only 17 percent of businesses respond to customer complaints via social media within that hour time period and a surprising 21 percent of businesses never respond at all,
  • 11 percent of brands have lost revenue, 15 percent have lost customers, and 26 percent have tarnished reputations, all because of negative comments on social media.
Carri Bugbee

Marketers Will Seize the Customer Experience by 2020, Study Shows | Virtual-Strategy Ma... - 0 views

  • 86 percent of marketers say they will own the end-to-end customer experience by 2020. To accomplish this, the report found that marketing leaders must have a single view of the customer that allows them to engage in two-way, personalized conversations across technologies, locations, and physical objects.
  • Marketing complexity is growing: More than half of respondents believe the accelerating pace of technological change, mobile lifestyles, and an explosion of potential marketing channels via the Internet of Things (IoT) will change the field the most by 2020. This is driven by the billions of possible interactions these channels will create between a company and its customers.
  • The top marketing channels are those that can be personalized: The top channels to the customer in 2020 will be social media (63% of respondents), the World Wide Web (53%), mobile apps (47%), and mobile web (46%).
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  • Marketing will no longer be just about acquisition: Loyalty and customer acquisition will still be the top two strategic programs for marketing organizations, but by 2020 they are separated from pioneering new and emerging technologies to engage audiences by only 1.6 percent.
  • Innovation will focus on small screens and no screens: Mobile devices and networks (59%), personalization technologies (45%), and IoT (39%) are the three technology-specific trends that will have the biggest impact on marketing organizations by 2020.
  • Raising customer loyalty and better brand perception are the two top benefits (both 53%) marketers aim to realize through a more positive customer experience.
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