- 3 Biggest Impacts On Business From COVID-19
Search & Performance Marketing Daily, Laurie Sullivan - Tuesday, September 1, 2020
The biggest impacts on businesses revealed in a study from Catchpoint might surprise marketers, as companies like Verizon Wireless look to fill hundreds of permanent work-from-home customer service
positions. ...
- Telecoms: Do Not Disturb -- Most Don't Answer Customer Service Emails
Email Insider, Ray Schultz - Tuesday, September 1, 2020
Telecom operators are doing a miserable job of using email for customer service, and only slightly more than half even provide an easy-to-get-at email address, Netomi reports. ...
- Wix Debuts Cross-Channel Customer Support Platform
Email Marketing Daily, Ray Schultz - Monday, August 24, 2020
Wix Answers takes on Zendesk and Salesforce Service Cloud, the company says. ...
- Email Falls Behind WhatsApp As Customer Request Channel: Study
Email Marketing Daily, Ray Schultz - Friday, August 21, 2020
North America has seen the biggest increase in customer tickets with 19%, Zendesk reports. ...
- Pete Khanna Named CEO Of TeamSupport
Email Marketing Daily, Ray Schultz - Monday, August 17, 2020
Pete Khanna replaces company founder Robert C. Johnson, who serves on the board. ...
- Is Personalized Service More Important Than Personalized Marketing?
Marketing Insider, Harvey Chipkin - Friday, August 14, 2020
In the past, customer service has largely been a collection of silo-ed communications channels. There is a way to consolidate those channels. ...
- Email Support On Life Support: 70% Of Firms Don't Respond To Queries
Email Insider, Ray Schultz - Monday, July 6, 2020
Almost half of all brands fail to provide an email address for customer support, Netomi finds. ...
- New Tool From Astute Crafts Responses To Inbound Emails
Email Marketing Daily, Ray Schultz - Thursday, June 18, 2020
The Email Virtual Assistant reads incoming messages and uses response history and other factors to create a reply, the firm says. ...
- Rebuilding The Shopping Experience With Custom Service
Marketing Insider, Melanie Travis - Wednesday, June 17, 2020
Tips for creating a brand experience that sticks. For one: Make your customer service team your product experts. ...
- Truman Repackages Cleaning Solutions With A Surprising Focus On Customer Service
The MediaPost Cases, Nina Lentini - Wednesday, June 17, 2020
"We wanted to do something D2C, and as we studied the landscape, we felt cleaning was one area that was overdue for disruption." ...
- How Long Will It Take Consumers To Again Eat In Restaurants?
Inside Performance, Laurie Sullivan - Monday, May 4, 2020
While the bond between people and food will never change, people's relationship with restaurants has. It depends on whether or not they use a food delivery app. ...
- How TfL Doubled Its ROI In Turning Round Bus Users' Experiences
Around the Net In MAD London, Sean Hargrave - Tuesday, April 21, 2020
It may have been a while since any of us got on a bus, but "Marketing Week" has an interesting story on how Transport for London (TfL) spent GBP6m on ...
- Email Takes A Licking: Consumers Prefer Chat For Service Queries
Email Insider, Ray Schultz - Tuesday, April 14, 2020
Email has plummeted in a two-year period, especially for urgent questions, Astute finds in a survey. ...
- First Responders: Phone And Email Are The Go-To Channels For Customer Support
Email Insider, Ray Schultz - Monday, February 17, 2020
But many also use texting and in-app messaging to reach out, UJET reports. ...
- Consumers Contact Brands On Social Media For Information, Customer Service
Research Intelligencer, Rob Williams - Wednesday, January 29, 2020
Findings from a consumer survey indicate brands need to be mindful of social media channels in their customer-service operations. ...
- Hagerty Partners With MotorTrend
Marketing Daily, Tanya Gazdik - Tuesday, December 10, 2019
MotorTrend Studios will also develop a Hagerty-branded video series slated for the second quarter of 2020. ...
- Porsche, Buick Rank Highest In Sales Satisfaction
Marketing Daily, Tanya Gazdik - Wednesday, November 13, 2019
Porsche ranks highest in sales satisfaction among luxury brands for a second consecutive year -- the fourth time since 2015. ...
- Hunter Douglas Uses Speech Analytics Feedback To Improve Customer Experience
Search & Performance Marketing Daily, Laurie Sullivan - Friday, October 18, 2019
Manufacturer and marketer Hunter Douglas analyzed customer communications to identify when and how customers experienced issues with its products and improve its customer service and products by using "unsolicited feedback" ...
- Now Hear This: Amplifon App Exceeds Expected Results
The MediaPost Cases, Nina Lentini - Wednesday, October 2, 2019
Amplifon needed a service to help its customers get comfortable with their hearing aids, learn how to use them quickly and simply and get the maximum benefit to ensure continued ...
- Macy's Changing Its Marketing Strategy
Search & Performance Marketing Daily, Laurie Sullivan - Friday, September 20, 2019
Macy's will begin testing same-day delivery in 30 markets for online orders of $75 or more beginning Oct. 1. ...
- SharkNinja Analyzes Keywords In Reviews To Improve Customer Service, Reduce Costs
Inside Performance, Laurie Sullivan - Wednesday, September 11, 2019
SharkNinja marketers worked with Clarabridge to analyze keywords and identify unmet consumer needs -- not just in the company's own products, but competitive products too. ...
- Customers Are Forever In New Strategic Approach
Email Insider, Ray Schultz - Thursday, August 29, 2019
Most firms are not yet focusing on customer success, and those that are face impediments, Strikedeck reports. ...
- Sparkcentral Partners With Freshworks On Customer Service
Email Marketing Daily, Ray Schultz - Wednesday, August 28, 2019
Freshworks offers Freshdesk, software that facilitates customer support conversations in email and other channels. ...
- The Changing Face Of My Brand Loyalty
Media Insider, Maarten Albarda - Friday, August 23, 2019
I used to be quite brand-loyal, with British Airways, for example, a favorite. But that's shifted as airlines have drifted to a very mediocre middle. ...
- Which Industries Gain The Most From Improved CX?
Marketing Insider, Dave Kilimnik - Wednesday, August 7, 2019
Airlines and wireless service providers will gain most by improving poor experiences rather than refining good experiences. ...
- Is Customer Service The Same As Customer Experience? I Debate Myself
Marketing Insider, Steve Olenski - Monday, June 24, 2019
Whatever the answer, providing the best customer service and experience is a no-brainer for marketers who want to succeed. ...
- Traditional Banks Continue To Experience Reputation Issues
Marketing Daily, Tanya Gazdik - Thursday, June 13, 2019
Over four years, KeyBank made the most effort to respond to 79% of online reviews. U.S. Bank followed that up by responding to 71%. ...
- Ford Launches Campaign For FordPass App
Marketing Daily, Tanya Gazdik - Monday, June 10, 2019
"We have created the most comprehensive loyalty rewards program in the industry," Ford's Dave Loflin tells "Marketing Daily." ...
- AI Moving Into Customer Service
Connected Thinking, Chuck Martin - Tuesday, March 19, 2019
Within 18 months, the majority (53%) of customer service organizations are expected to be using chatbots. ...
- Putting The Customer First At Ancestry.com
Show Daily: Videos, Nina Lentini - Monday, March 11, 2019
Ancestry is all about people so you'd think it would have been among the people-first crowd of brands but it was only recently that the generational giant became obsessed with ...
