Monthly Archives: July 2015

Bright things for customer-obsessed brands #6

By | Social Customer Service, Uncategorized | No Comments

A fortnightly round-up of bright things for customer-obsessed brands wanting to thrive in a digital world. BRIGHT INSIGHTS Only 14% of companies measure customer satisfaction via social And the top 100 brands ignore 78% of tweets! Here’s three social customer care trends you need to know. Putting Social Customer Care Under The Microscope If you missed out on Conversocial’s webinar, ‘Putting social customer care under the microscope’ last week, you can still view the recording here along with the slides. Key takeouts included a list of KPI’s: Customer satisfaction – I agree that this is the most important one. Resolution rate…

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Bright things for customer-obsessed brands #5

By | Bright things, Social Customer Service | No Comments

A fortnightly round-up of bright things for customer-obsessed brands wanting to thrive in a digital world. BRIGHT INSIGHTS Social Customer Care: Do Millienials Really Matter? A great piece from Guy Stephens on the disconnect between the thinking of a CxO, the way orgs are structured and the way the customers buy, communicate, engage, complain, interact and experience. Read up. 10 ways Amazon has changed customer service in 20 years “Back in Amazon’s early years, the company was a small yet innovative bookseller, providing little indication that it would one day grow into the e-commerce behemoth that it has become. Today, Jeff…

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