social-media-customer-service

How Consumers Form Their Impressions of Companies

source: http://www.marketingcharts.com/traditional/how-consumers-form-their-impressions-of-companies-46426/?utm_campaign=rssfeed&utm_source=mc&utm_medium=textlink

SNCR-How-Consumers-For-Impressions-Companies-Sept2014The quality of a company’s products and services is by far the most important factor for consumers when they form their impressions about a company, finds a recent study by Vanessa DiMauro and Don Bulmer in conjunction with The Society For New Communications Research. While quality is also the top factor that builds consumer loyalty and influences their purchase decisions, price and customer service switch roles depending on the consumer motivation in question. › Continue reading

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Thursday, October 2nd, 2014 news No Comments

How US Consumers Define Brand Loyalty

source: http://www.marketingcharts.com/traditional/consumers-brand-loyalty-drivers-45779/?utm_campaign=rssfeed&utm_source=mc&utm_medium=textlink

Epsilon-Consumer-Actions-That-Define-Loyalty-Sept2014The majority of American adults are loyal to 5 or fewer brands, with their loyalty most often placed with financial service providers and grocery retailers, finds a study conducted by Epsilon and Wylei Research and shared with MarketingCharts. Consumers surveyed for the report were most likely to define brand loyalty as shopping on the basis of quality rather than price; as a result, a company’s consistency in offering quality products and services emerges as a key loyalty driver. › Continue reading

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Wednesday, September 10th, 2014 news No Comments

Retailers Say Customer Retention Will be Key Revenue Growth Driver

source: http://www.marketingcharts.com/traditional/retailers-say-customer-retention-will-be-key-revenue-growth-driver-45664/?utm_campaign=rssfeed&utm_source=mc&utm_medium=textlink

KPMG-Most-Significant-Retail-Revenue-Drivers-Sept2014While global marketers responding to a recent survey attested to focusing more on customer acquisition than retention, senior US retail executives surveyed by KPMG for a new report [pdf] believe that customer retention will be the most significant driver of their company’s revenue growth over the next 1-3 years. That reflects waning customer loyalty in the retail sector, and is likely a driver of retailers’ increased customer-centric focus. › Continue reading

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Tuesday, September 9th, 2014 news No Comments

Poor Service Leads Brits to Scream, Shout and Post on Social – eMarketer

source: http://www.emarketer.com/Article.aspx?R=1011100

A stereotypical Brit would likely meet poor customer service with a stiff upper lip; take it on the chin; maintain a sense of decorum. However, according to May 2014 research from Harris Poll for workforce management platform provider ClickSoftware, internet users in Great Britain don’t necessarily fit the stereotype. Indeed, large numbers were willing to drop brands (30%) or even cancel service altogether (34%) if they’d received poor service. While a fair proportion said they felt there was no other alternative than to scream (13%), a larger proportion (15%) opted to vent their frustrations on social media platforms.

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Tuesday, August 12th, 2014 news No Comments

Social Media Sites Ranked by User Satisfaction

source: http://www.marketingcharts.com/wp/online/social-media-sites-ranked-by-user-satisfaction-44257/?utm_campaign=rssfeed&utm_source=mc&utm_medium=textlink

ACSI-Customer-Sat-Social-Media-Sites-2014-v-2013-July2014

    Source: American Customer Satisfaction Index (ACSI) [download page]

      Notes: Customer satisfaction with social media websites improved by 3 points year-over-year to an average score of 71 on the ACSI’s 100-point scale, which nevertheless ranks 4th-lowest of the 43 industries measured. This year, Pinterest led the social rankings with its users giving it an average score of 76. Despite each improving by 5 points, LinkedIn and Facebook (both with a score of 67) had the lowest ratings (the survey was conducted before news of Facebook’s emotion study). Meanwhile, social media users were most satisfied with site performance (index score of 84) and least satisfied with the amount of ads on the sites (75).

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      Thursday, July 24th, 2014 news No Comments

      Marketers Look for Mobile to Improve Customer Engagement

      source: http://www.marketingcharts.com/wp/online/marketers-seek-improved-customer-engagement-from-mobile-efforts-43458/?utm_campaign=rssfeed&utm_source=mc&utm_medium=textlink

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      That same study revealed that mobile applications are considered to be the most effective mobile tactic for driving audience engagement, with few seeing SMS as an essential tactic.

      Mobile apps are becoming more rapidly adopted, per the Ascend2 study: among those using or planning to use mobile marketing, 35% are using or plan to use mobile apps, on par with the proportion using or planning to use mobile social media (33%) and mobile-optimized email (32%). Fewer are interested in SMS messaging (22%) and QR codes (12%), while the most common mobile marketing type in use or planned by this group of respondents is a mobile-optimized website (54%).

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      Saturday, June 21st, 2014 news No Comments

      Company Mentions on Social Channels Peak on Thursdays – eMarketer

      source: http://www.emarketer.com/Article.aspx?R=1010926

      In today’s socially charged world, a simple tweet, post or pin from a customer could prove detrimental or profitable for a business. Most company mentions, however, aren’t connected to a positive or negative message. They tend to be neutral communications.

      Data released in May 2014 by real-time media monitoring app mention revealed the results of an analysis of more than 1 billion! worldwi de company mentions collected from early 2012 to March 2014. The research found that 76.6% of company mentions were neutral. Meanwhile, 17.6% of mentions were positive, and just 5.8% were negative.

      The overwhelming neutrality of posts is an indicator that people are increasingly relying on social media for customer service. Most of the neutral company mentions were from people seeking assistance and asking questions.

      The volume of company mentions fluctuated throughout the week, with Thursday seeing the most interaction from influencers. Some 15.8% of company mentions were sent on Thursday, followed by Tuesday, with 15.7%. Although the weekends saw the least amount of interaction, it doesn’t mean influencers were altogether silent. Approximately 12% of company mentions occurred on Saturday and 11.4% on Sunday.

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      Thursday, June 19th, 2014 news No Comments

      Most-Used Customer Service Channels

      source: http://www.marketingcharts.com/wp/traditional/most-used-customer-service-channels-42992/?utm_campaign=rssfeed&utm_source=mc&utm_medium=textlink

      NICESystems-Most-Used-Customer-Service-Channels-June2014

        Source: NICE Systems

          Notes: Roughly 9 in 10 survey respondents aged 18-65 speak with live representatives on the phone, the most common customer service channel of the listed options, with website self-service closely following (83%). While a greater share this year are using smartphone applications (42%) and social media (37%) for customer service, social media has just a 29% success rate in resolving issues, compared to a 69% success rate over the phone. And while social media is gaining ground among younger age groups, they still prefer to speak to an agent on the phone.

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          Tuesday, June 3rd, 2014 news No Comments

          Advertisers’ Highest-Rated Media Brands in 2013

          source: http://www.marketingcharts.com/wp/traditional/advertisers-highest-rated-media-brands-in-2013-39652/

          AdvertiserPerceptions-Highest-Rated-Media-Brands-in-2013-Feb2014Meredith was the best media company partner for advertising companies last year, toppling the 2012 winner, Google, according to a survey of thousands of top-tier advertising (marketing and agency) professionals conducted by Advertiser Perceptions. The survey details the “Highest Rated Media Brand” for 7 individual categories across 4 key areas, with some interesting changes from last year.

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          Following are some highlights from those categories.

          • People took highest honors in the print category for brand strength, ousting ESPN The Magazine, while Food Network Magazine took the top honor in the category for advertiser satisfaction.
          • Among digital portals and social media, advertisers ranked Facebook as best for brand strength for the second consecutive year, while giving AOL the highest marks for advertiser satisfaction (Twitter had the highest rank for that measure last year).
          • In the digital ad networks category, Google Display Network ranked best for brand strength again, while Collective won for customer service, and Tremor Video again for advertiser satisfaction.
          • Within the cable TV category, Bravo was chosen as having the best advertiser satisfaction, while the Food Network and HGTV tied for the best sales knowledge. ESPN took top honors for brand strength.
          • Facebook – which continues to make strides in mobile – lost its top position last year in mobile brand strength, surrendering it this year to YouTube. ESPN picked up another win, topping the advertiser satisfaction ratings among mobile networks.

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          Sunday, February 9th, 2014 news No Comments

          Advertisers’ Highest-Rated Media Brands in 2013

          source: http://www.marketingcharts.com/wp/traditional/advertisers-highest-rated-media-brands-in-2013-39652/?utm_campaign=rssfeed&utm_source=mc&utm_medium=textlink

          AdvertiserPerceptions-Highest-Rated-Media-Brands-in-2013-Feb2014Meredith was the best media company partner for advertising companies last year, toppling the 2012 winner, Google, according to a survey of thousands of top-tier advertising (marketing and agency) professionals conducted by Advertiser Perceptions. The survey details the “Highest Rated Media Brand” for 7 individual categories across 4 key areas, with some interesting changes from last year.

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          Following are some highlights from those categories.

          • People took highest honors in the print category for brand strength, ousting ESPN The Magazine, while Food Network Magazine took the top honor in the category for advertiser satisfaction.
          • Among digital portals and social media, advertisers ranked Facebook as best for brand strength for the second consecutive year, while giving AOL the highest marks for advertiser satisfaction (Twitter had the highest rank for that measure last year).
          • In the digital ad networks category, Google Display Network ranked best for brand strength again, while Collective won for customer service, and Tremor Video again for advertiser satisfaction.
          • Within the cable TV category, Bravo was chosen as having the best advertiser satisfaction, while the Food Network and HGTV tied for the best sales knowledge. ESPN took top honors for brand strength.
          • Facebook – which continues to make strides in mobile – lost its top position last year in mobile brand strength, surrendering it this year to YouTube. ESPN picked up another win, topping the advertiser satisfaction ratings among mobile networks.

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          Friday, February 7th, 2014 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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