customer service issues

What Would Prompt Mobile Users to Share Their Personal Info With a Brand?


mBloxMillwardBrown-Reasons-Mobile-Users-Would-Share-Personal-Info-Sept2013Privacy is a hot topic these days, and there have been several studies out of late examining the types of data consumers are willing to share with brands. Although a recent survey from TRUSTe found just 1 in 10 smartphone owners in the US willing to share their location information with an application, a new multi-country study [download page] from mBlox and Millward Brown finds that 43% of respondents are willing to share their location information with companies via their mobile device. What would prompt them to do so?

Asked why they would ever share their location (or other personal information) with a company using their mobile device:

  • 47% indicated they would do so to receive relevant offers or discount coupons;
  • 45% would to receive information or alerts that they have requested;
  • 36% would to resolve customer service issues;
  • 24% would to check-in or post on social networking sites; and
  • 6% would for another reason.

Slightly less than 1 in 5 said there would be no good reasons for sharing their information.

Interestingly, the survey – which was fielded among mobile users who had downloaded an app during the past 12 months – finds that 8 in 10 respondents feel that the act of downloading a company’s app to their mobile device also meant that they would be open to receiving location-based text or push notifications from the same company.

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Tuesday, September 24th, 2013 news No Comments

Consumers Say They’re OK With Companies Proactively Contacting Them About Service Issues


InContact-Consumer-Attitudes-Proactive-Customer-Service-Sept201387% of US adults are happy to be contacted proactively by companies regarding customer service issues, says inContact in new survey results. The survey suggests that consumers are most open to being called about fraudulent activity on an account (65%), setting appointments or reminders (53%), and questions about an order they placed (51%). Such calls can have benefits for the companies making them, as long as the experience is positive.

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Wednesday, September 11th, 2013 news No Comments

Flash Sale Sites Have A Social Media Problem

Source: FacebookFlash sale sites are reaching the end of their growth trajectory, and might start consolidating soon.

Many analysts have blamed the problem on an inability to get designer labels.

But a recent study shows that various customer service issues could be responsible for the decline of sites like Fab, HauteLook, ideeli, and RueLaLa.

About 44% of social network commentary related to flash sale sites is negative, according to the study by Dotcom Distribution.

Consumers’ biggest complaints are related to shipping, log-in, marketing, and customer service.

According to the survey, BeyondTheRack, HauteLook, and ZuLily had the worst consumer feedback for shipping issues.

Fab’s site forces users to log in, which infuriated many customers.

Customers also expressed frustrations with “misleading” email marketing, according to the study.

One woman wrote that she was frustrated with because it sent out an email advertising free shipping when in reality the promotion only applied to purchases greater than $75.

These problems hurt the sites two-fold, according to the study: Customer service complaints on Facebook and other social media sites drive away both existing customers and potential new ones.

Flash sale sites can solve their social problem by responding to customer complaints regularly, and advertising promotions accurately, according to Dot! com Dist ribution.

The sites represent a $2 billion business, according to Reuters.

But to keep customers and attract new ones, flash sale sites are going to have to focus on the customer experience.


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Tuesday, May 14th, 2013 news No Comments

Dr. Augustine Fou is Digital Consigliere to marketing executives, advising them on digital strategy and Unified Marketing(tm). Dr Fou has over 17 years of in-the-trenches, hands-on experience, which enables him to provide objective, in-depth assessments of their current marketing programs and recommendations for improving business impact and ROI using digital insights.

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