Customer Engagement News & Analysis
| Thursday Dec 12, 2013
Social media and customer service go hand-in-hand these days. We know consumers are likely to turn to social media to ask brands questions, complain, praise or to just say hi.
Though brands are more active on social media than ever before, they still struggle to engage with customers. To help us better understand how brands are connecting on social, we consulted the Sprout Social Index. It looks at channel growth, brand responsiveness and consumer behavior across more than 160 million inbound messages on 20,000 brand profiles and fan pages.
| Tuesday Dec 10, 2013
A month ago, we reported on the state of the multichannel customer experience. Despite brands' ability to create a presence across mobile, social and desktop channels, a Zendesk survey found that a majority of customers felt as if brands weren't necessarily using these channels to deliver a consistent or seamless customer experience.
As if answering the need for better support experiences, Zendesk has introduced capabilities to conduct proactive customer surveys and email campaigns through new integrations with SurveyMonkey and MailChimp.
| Monday Nov 25, 2013
Customers are often left feeling unsatisfied after calling customer service to resolve an issue. Many wonder why the call agent seemed to know so little about their purchase history or prior complaints. What are the problems? According to a new report, it could be data overload. Many call centers are paralyzed by too much data, rendering them unable to meet customer needs successfully.
| Tuesday Nov 12, 2013
Sure the development of the Internet of Things has a way to go before it becomes a reality. But IT research firm Gartner already estimates it will be worth $1.9 trillion by 2020. Gartner also predicts the Internet of Things will create an entire new economy based on interconnectivity of devices.
| Monday Oct 28, 2013
The so-called Internet of Things? Fugetaboutit ... at least for a while. The Internet of Things refers to a world where everyday physical objects are connected to the Internet and are able to identify themselves to other devices.
According to new research from Forrester, the concept is well developed, but the reality is three to five years away. But the delay is a good thing: it gives marketers a chance to optimize the Internet of Things for customer engagement.
| Tuesday Oct 8, 2013
Are you heading towards a digital transformation? A new study from Capgemini and MIT Sloan Management Review shows that the opportunity offered by new digital technologies is clear. Making it happen, however, is a little fuzzy.
| Wednesday Aug 21, 2013
If you have a product in today’s marketplace, it may be hard to control how it gets marketed to customers once it’s in a retail store. Unless, it’s sold exclusively in its own store, there are only so many things manufacturers can do to ensure it ends up in a customer’s shopping cart. In store displays are costly, and manufacturers’ coupons aren’t always user-friendly. Now, thanks to a new solution from the folks at PunchTab, consumer packaged goods (CPG) can now gain valuable insight into purchase behavior, no matter how they’re displayed in store.
| Wednesday Jul 24, 2013
Mediaspectrum received an endorsement for its technology from SAP at the end of last year and today it adds a financial endorsement to the tune of US$ 38.5 million from Insight Venture Partners, which specializes in raising funds for technology companies.
| Monday Jun 10, 2013
Your customers are talking about you. Are you listening? While more and more companies are embracing the voice of their customer, what the customers says isn’t always true or accurate. How can organizations begin to filter reliable feedback from the noise? We spoke with Questback’s Senior Methodologist, Darren Bosik about how feedback software management solutions can amplify the voice of customer.
| Thursday May 23, 2013
For as much as digital media has evolved, marketing behaviors have remained the same. That is, we’re still quite obsessed with driving traffic back to our websites even though that often means disrupting the customer experience. Think about it -- for every link you provide to your product, you’re letting the customer leave the page that they deliberately sought out. While you might think it’s a win for you, unless it leads to something the customer actually wants, it’s probably not working as well as you think.
| Wednesday May 22, 2013
The mobile web is growing up. ClickTale, who just last year introduced ClickTale Mobile has evolved the mobile usability and analytics program into ClickTale Touch, which allows businesses to view their mobile customers’ “True-to-Life User Experience."
| Thursday May 16, 2013
The key to marketing through Facebook is simple: engagement and interaction. But how these two tasks are accomplished isn’t done through simply posting a product photo. It’s a tactical process that requires a company to become less of a corporate identity and more of a business of the people. One such brand that has done this successfully is Coca-Cola.
| Tuesday Apr 16, 2013
Which type of media channel -- TV, newspapers, radio, Web -- is most effective in getting ad messages noticed and responded to? A new Nielsen study, underwritten by the Newspaper Association of America (NAA), says that newspapers -- both print and online versions -- come out on top.
| Thursday Apr 4, 2013
This month we're discussing ways to successfully create and engage online communities. No matter where your community is online there are basic elements that you should employ to ensure it sits upon a strong foundation. We explore these elements in an original infographic.