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BizReport | Ecommerce archives December 17, 2012

81% of European shoppers would spend more for superior customer experience

Price plays an important role in the decision making process, but the vast majority of shoppers would pay extra for a superior customer experience, according to the results of a recent report by software firm Oracle.... >>

BizReport | November 08, 2012

Performance of UK online customer service in decline

There is much room for improvement in online customer service in the UK, according to new research from customer interaction technology firm Eptica, with half of the country's leading company websites failing to address standard customer questions. ... >>

BizReport | November 02, 2012 Younger consumers seek customer service via social

While many UK consumers turn to email or the telephone for customer service, a new study from Rakuten's reveals younger consumers are more likely to turn to social.... >>

BizReport | October 23, 2012

Firms need preventative strategies to pre-empt social media crises

A flurry of activity on Facebook and Twitter could mean good news for a business, but it could also signal the start of a social media crisis. A new feature from Conversocial alerts marketers and customer service teams to upticks... >>

BizReport | Social Marketing May 22, 2012

Survey: 70% of social media complaints ignored

Social media is increasingly becoming the go-to place for consumers to make complaints or seek out customer service, but A T Kearney's Annual Social Media Survey reveals that many companies are ignoring this fact.... >>