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BizReport | Ecommerce July 29, 2014

UK businesses failing to consistently and effectively employ social for customer support

While traditional forms of communication continue to play a major role in the customer experience, people now expect to be able to use multiple channels as they switch between devices and locations. However, as a new report from Webhelp UK... >>

BizReport | Ecommerce July 03, 2014

UK retail multichannel customer experience inconsistent

Retailers today have more customer service queries to answer across more channels than ever before yet, according to new research conducted by Eptica, many are failing to deliver.... >>

BizReport | Loyalty Marketing June 06, 2014

Service providers ignoring demand for customer care via social media

While two-thirds of service providers believe that mobile customers turn to social media channels such as Facebook and Twitter because they are unable to contact a customer care agent via any other channel, the reality is quite different, according to... >>

BizReport | Ecommerce June 04, 2014

Top 3 tips to improve customer service

Shoppers have more options than ever to get the products they want as the price they want, which can put retailers at a disadvantage. Unless retailers use their service to reach out to build customer loyalty. Here's how:... >>

BizReport | Loyalty Marketing May 13, 2014

Live chat customer service satisfaction rates high

The number of consumers currently using digital touchpoints for customer service is low compared to the use of traditional channels. However, higher satisfaction rates among digital users suggest consumers are likely to return to this channel again and again. ... >>

BizReport | Ecommerce April 22, 2014

Community Q&A: Do you need it? And how to use it

Online retailers are constantly looking for better, more intimate ways to engage and communicate with their customers. One new trend is to offer up Q&A pages to answer some questions or offer product details, but is it right for your... >>

BizReport | Ecommerce April 04, 2014

Why brands need to re-focus on customer service

In e-commerce, as in all industries, the companies that focus on fostering relationships with their customers see positive results. It might seem obvious, but once a business concentrates on customers rather than their website - they see repeat business. Being... >>

BizReport | Email Marketing March 26, 2014

Twitter a 'dangerous game' for companies neglecting their presence

Companies that establish a presence on Twitter and then fail to use the channel to foster engagement with consumers are playing a dangerous game, according to a new multichannel customer experience report from Eptica.... >>

BizReport | Ecommerce March 21, 2014

Top 3 tips to improve customer service

Today, as more and more players enter the market, online retailers win by differentiating with experience. From checkout to delivery, eCommerce players strive hard to deliver a consistent and exceptional experience to be on top-of-mind recall. Today, service matters as... >>

BizReport | Ecommerce March 17, 2014

Bad consumer care puts businesses in the dog house for a year

How long would you hold a grudge against a company from which you'd received bad service or had your trust in them tested? According to new research from customer experience management company Thunderbird for some consumers that disappointment can last... >>

BizReport | Ecommerce February 06, 2014

Why credit card companies should focus on phones

While email and social networks have made it simpler for some to engage with brands and customer service representatives, one new study indicates the phone - both mobile and land-line - is still a crucial point of contact. The study,... >>

BizReport | Social Marketing January 29, 2014

UK 'Impatience Index' reveals today's wait-time expectations among consumers

New research reveals that, in the past decade, consumers waiting for a response from a business have lowered their tolerance of waiting times from 10 days to just 10 minutes. ... >>

BizReport | Social Marketing January 27, 2014

Twitter social customer care demand exceeds Facebook

Social media analytics firm Socialbakers has announced their Q4 Socially Devoted rankings revealing that the airline industry has the highest social media response rate while Twitter has surpassed Facebook in the social customer care stakes. ... >>

BizReport | Ecommerce January 10, 2014

ForeSee report dubs Amazon "everyone's competitor"

New research published this week by ForeSee reveals that shoppers at Amazon and L.L. Bean were the most satisfied over the festive period whether they shopped online or via mobile. ... >>

BizReport | Ecommerce January 09, 2014

Store staff equipped with mobile technology will enhance service and boost sales

New research from digital retail experience and tech firm Red Ant reveals that frontline shop staff in retail environments would be much better able to serve customers if they were provided with technology to help them.... >>

BizReport | Ecommerce December 12, 2013

Poor in-store service pushes festive shoppers online

A new survey by experience analytics firm ClickFox reveals that most negative shopping experiences happen in-store on the sales floor, another reason why over half of consumers are turning to the Internet to shop during the festive season.... >>

BizReport | Research November 25, 2013

Study: Brands need to put context in customer service

Hey, brands, there is a disconnect happening between you and your customers, and it may be the fault of context. There is new data out from [24]7 which indicates that more mobile consumers want brands to know the context of... >>

BizReport | Ecommerce November 14, 2013

How to identify customers that will impact revenue

Each day more people log on to the Internet to research products and brands, and in some cases to engage with those brands. But, how can a brand know which customers will help them increase their revenue numbers?... >>

BizReport | Social Marketing October 30, 2013

Reports: Get those Twitter response times down, or pay the price

Two new studies, out from Interakt Digital Communications Group and Lithium Group, find Twitter an increasingly important tool for brands. Social media, specifically Twitter, is an area where brands can go above and beyond for their users by responding to... >>

BizReport | Research October 29, 2013

Survey: Dentist visits more acceptable than customer service calls

Customer service can make or break a business. That is the big takeaway from a new study out from CorvisaCloud. According to the study about one-third of consumers who have a positive customer service experience will 'give positive feedback' (31%)... >>

BizReport | Ecommerce October 28, 2013

Top 3 tips to increase customer service over the holiday

Several recent studies have underlined the fact that customer service is increasingly important to shoppers. Whether it's through fast answers via social media, service in-store or even via phone, a bad experience is more likely than ever to send shoppers... >>

BizReport | Email Marketing October 07, 2013

Email customer service response times too long

Today's consumers expect answers - fast. Social media has facilitated this need for speed but, according to new research from customer service solutions firm KANA Software, many companies are taking far too long to reply to email communications. ... >>

BizReport | Loyalty Marketing September 09, 2013

Predictive dialer pause puts off otherwise responsive consumers

Brand new research reveals the majority of consumers are happy for companies to contact them by telephone and many will answer calls from unfamiliar numbers, but the same research reveals the extent to which the dreaded predictive dialer pause causes... >>

BizReport | Social Marketing August 27, 2013

How many Twitter profiles does a brand need?

How many Twitter profiles does a brand need? The latest research reveals that brands can have as many as 44 Twitter profiles, each catering to specific customer needs and consisting of broadcast and engagement channels. ... >>

BizReport | Loyalty Marketing August 16, 2013

Social media is fastest, most reliable, customer contact channel

There's little wonder that consumers are turning to the likes of Facebook and Twitter to contact companies. New research has concluded that the only customer contact channel that guarantees a response is social media.... >>

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