Marketing is becoming a data-driven discipline and with good reason. But many companies are lagging behind this trend, putting performance and ROI at risk. It used to be that marketing was looked at as a “soft skill,” whereas the finance people were the real quantitative minds […]
Social media is the first marketing channel where customers can actually talk back. This is a new concept for traditional brand marketers, who are used to being able to completely control the brand message with TV and print advertising that
Amazon is among the most talked-about companies in the world, and for good reason. The e-commerce giant has literally reinvented multiple industries. What’s remarkable is that throughout Amazon’s growth story, it has never lost sight of its customers, repeatedly developing seamless user experiences and continuing to add value to its flagship Prime program.
Twitter has once again proven that customer service is the new marketing. Following up on last year’s groundbreaking study which revealed that customers are willing spend more with airlines that respond to service inquiries on Twitter, the social media giant
For the first time in its now four-year history, Social Media Marketing World introduced an entire track at its popular conference dedicated to Customer Service. Consisting of four unique individual sessions and two dynamic panel discussions, the Social Care Track
It’s no secret that customer experience can positively affect the bottom line. After all, offering customers a consistently great experience increases brand loyalty, which can raise revenues—in the form of higher usage, customer retention, and referrals—and also reduce costs, in