Bright things for customer-obsessed brands #11

Bright things for customer-obsessed brands #11

Caz Yetman

A round-up of bright things for customer-obsessed brands wanting to thrive in a digital world.


BRIGHT IDEAS

Social media-informed digital clothing rail launches as part of campaign to boost towns fortunes through digital

A ‘live feed’ digital clothing rail  shows when an item on the rail is trending – or not – on Facebook or Instagram. I love this effort to create better customer experiences in high street shops. They won’t stick around much longer if they continue to be excluded from digital transformation. More of this please!


 BRIGHT INSIGHTS

The social customer is a maverick – they don’t play by the rules

A good reminder from Conversocial that organisations need to up their game when it comes to social customer care. Social customers are mobile and demanding, but social customer service is changing the game. Key findings from this report include:  

  • 71% desire faster customer service
  • 32.8% of complaints are ignored
  • 75% of Facebook and Twitter customers are mobile

Does Twitter Customer Service Lead to a Higher Paying Customer?

The question we’ve all wondered, and the results are astonishing. a97db482-088b-4bb2-9078-651319b05276 Is Social The New Customer Call Center? [Webinar on demand]

Show this to your boss to help you get buy-in for social customer service. The only annoying thing is you have to sign up twice to access the webinar and the audio isn’t great at the start. But it features women talking about digital which is a big plus, and reminds me of this tweet I spotted the other day:   

Reputation Management 2016

The six questions you should answer to succeed in 2016. There’s been some big hitters this year from big brands including Thomas Cook and Volkswagen. No brand is safe. I particularly like the focus on culture in this post – get the culture right and your reputation will take care of itself.

Best Customer Experience & Design Books 2015

Here’s a ready-made christmas list for you, put together by Customer Experience Executive, Ricardo Saltz Gulko. ________________________________________________________________________________________________________ BRIGHT BONUS  

Best Social Customer Service Strategy – Award

Direct Line is one to watch if you want to learn more about social customer service best practice – they won ‘Best Social Media Customer Service Strategy’ at The Drum Social Buzz Awards. What a great achievement! We’re proud to have been part of the journey.

This image, shared by Hany Mokhtar, director of customer experience at Zain KSA:

designing ketchup

Meaning Conference 2015 Videos

An awesome conference for anyone interested in changing business for the better. My personal favourite was Jos de Blok talking about a radical approach to organisations without management or hierarchy.

________________________________________________________________________________________________________ NEXT STEPS


If you’d like to talk about your social customer service needs, get in touch at info@brightcultures.com. We create end-to-end social customer care solutions and specialise in regulated industries. 

*Image credit: Jérémy Lelièvre