Three considerations before exploring social customer service

A few weeks ago Econsultancy reported that just 11% of retailers use social media channels to respond to customers; while 81% of businesses use the channels for marketing purposes. Pair this with the fact that 46% of consumers expect great customer service online, not to mention 78% of consumers as reported by Parature, believe social media will…

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Afraid of your competitor’s social media activity?

If so, you are not alone. New research from econsultancy shows a whopping 85% of brands believe increased social media marketing by competitors will have a significant impact on their social media plans in 2012. With all innovation, there is an adoption curve (see below) – it looks like the social media laggards are worried…

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Great e-commerce product pages; how social are they?

Recently, Econsultancy published a piece on ten great e-commerce product pages. Following our research into the social shopping explosion we wanted to find out exactly how ‘social’ some of these retailers are. All of which will be popular destinations for consumers this Christmas. We’ve judged these ground-breaking online retailers on the following criteria: • Do…

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