Subsequently, I discovered this brilliant infographic in an Econsultancy article, which looks at the future of customer service and social media. The standout statistic here is that 62% of customers have used social media for customer service issues. Still not convinced that you need to consider your social service offering? We are!
Following on from my recent post, ‘Embracing Social Customer Service’, I want to offer a closer inspection of the ‘social customer’. The growth of social media platforms has been accompanied by the evolution of this new type of customer. An understanding of your social customers is an important step towards effective customer service on social…
Read MoreThe new UK Twitter brand pages have finally hit our shores for those companies that can afford it. Let’s put this out there, brands on Twitter still don’t have the flexibility the Facebook API allows. Twitter will keep a tight rein on what users can and can’t do and maintains a standard look and feel…
Read MoreIt didn’t take long after the IPO for Facebook to make a fresh announcement about plans for developing revenue generation – and it is the move into mobile advertising. Despite Mark Zuckerberg being described as having, “an evangelical approach to advertising,” and seeing the Facebook platform as, “a vehicle to open up communication, not to…
Read MoreSubsequent to my last post on Pinterest and whether it is set to be 2012’s social media success story – this insightful infographic surfaced which certainly suggests it may well be…
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Two great examples of brands using social engagement at the heart of their campaigns have popped up recently. Both Walkers Crisps and Kit Kat Chunky have launched multi-channel campaigns supported by TV advertising to create a buzz around new flavours of their products, seeking user participation and driving activity through their Facebook pages. The ‘Choose…
Read MoreLaunching into the realm of social customer service may seem like a daunting prospect, however, failing to take the leap may actually lead to even more frightening consequences. A shocking statistic from a recent consumer survey commissioned by Conversocial, revealed that: “If confronted with unanswered customer complaints on a company’s social media site, 88.3% of respondents…
Read MoreFew events in the sporting calendar command as much media coverage or social chatter as the US Super Bowl. Last year, French data intelligence company, Semiocast, reported that the American football championship was the focus of 4.5 million tweets, driving a 25% increase in global tweets during Super Bowl Sunday, while The Huffington Post reports…
Read MorePinterest was the surprise social network of last year in the US achieving over 31 million visits and rising to number 7 in the Hitwise top 10 social networks of 2011. Whilst the network only represents 0.68% share of visits (Facebook represents a staggering 63.31%) – Pinterest is set to grow again in 2012 and…
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