- Luxury Brand Piaget Uses Instagram To Serve Customers
Search & Performance Marketing Daily, Laurie Sullivan - Tuesday, June 8, 2021
Piaget marketers are using the company's website and the Instagram messaging app to reach affluent consumers online. Here's how and why they did it. ...
- Don't Get Tripped Up On The Difference Between Customer Service And The Customer Experience
Around the Net in Email, Ray Schultz - Tuesday, May 18, 2021
Customer service and the customer experience are not the same thing. That’s why you should think holistically, as AchieveNEXT’s Thomas A. Stewart and Aerten Consulting’s
Patricia O’Connell explain. ...
- Advertising On Hold
Media Insider, Steven Rosenbaum - Monday, May 10, 2021
Playing the same message 15 or 20 times is going to have diminished results. ...
- Young Shoppers See Email As Top Customer Service Channel: Study
Email Marketing Daily, Ray Schultz - Monday, May 3, 2021
Consumers ages 65+ do not cite email as one of their top-two customer-service channels, although it remains popular -- especially among younger consumers, Kustomer reports. ...
- The Dead Email File: Consumers Are Using Their Inboxes For Storage
Email Insider, Ray Schultz - Wednesday, April 28, 2021
A majority of customers find email inboxes convenient, a UK study reveals. But less than a fifth think emails are less likely to be lost than paper documents. ...
- Influencers Do Little To Build Consumer Trust: Study
Email Marketing Daily, Ray Schultz - Tuesday, April 27, 2021
Shoppers are most impressed by good product and customer service experiences, Bluecore reports. ...
- How To Handle 'Reply-To' Emails From Customers
Around the Net in Email, Ray Schultz - Monday, April 19, 2021
Do you include a “reply-to” email address in your email campaigns? You may have a reply-to handling system to process those, but it could be time to rethink your approac ...
- Channel Surfing: Consumers Expect Retailers To Meet Them Where They Are
Email Insider, Ray Schultz - Tuesday, March 30, 2021
There has been a big uptick in omnichannel demand over the past year. And brands are investing to try to meet it, Talkdesk reports. ...
- Microsoft, Salesforce Vets Launch Startup With $23M To Automate Data Privacy
Search & Performance Marketing Daily, Laurie Sullivan - Wednesday, March 24, 2021
Former Microsoft and Salesforce execs believe they have developed a way for businesses to automate data privacy and security. On Wednesday they announced the launch of Ketch, backed by $ ...
- Study: Email Is An Effective Tool For Mid-Size Banks
Email Marketing Daily, Ray Schultz - Friday, March 12, 2021
Although email is a highly effective tool, banking customers age 55 and older prefer in-person contact, Vya reports. ...
- Bye, Bye, Bronto: Email Marketers Have A Year To Migrate
Email Insider, Ray Schultz - Thursday, March 11, 2021
Three email consultancies team up to help firms switch from the Bronto email service. ...
- Email Overtaken By Chat For Customer Service, Study Says
Email Marketing Daily, Ray Schultz - Thursday, March 11, 2021
Almost half of consumers will drop a brand after two bad customer experiences, Gladly and Zogby Analytics report. ...
- Game Playing: Customer Service Lags At Gaming Firms
Email Insider, Ray Schultz - Tuesday, February 16, 2021
Only 54% of gaming companies have an easily accessible email address, Netomi reports. ...
- Customer Service Apoplexy: Consumers Have To Work Too Hard To Resolve Issues
Email Insider, Ray Schultz - Thursday, January 21, 2021
More people are shopping online, but less than half solve problems on the first contact, least of all through email, The Northridge Group reports. ...
- Hootsuite Acquires Sparkcentral, Integrates Messaging Channels
Search & Performance Marketing Daily, Laurie Sullivan - Wednesday, January 6, 2021
Sparkcentral brings advanced customer conversations to the Hootsuite platform, allowing marketers to automate communications with customers across social media and messaging channels. ...
- CallRail Pulls In $56 Million In New Funding
Email Marketing Daily, Ray Schultz - Thursday, December 10, 2020
Lead-generation and analytics firm CallRail is investing in staff and hoping for further growth in 2021, it says. ...
- Is The Email Customer Experience A Black Hole? Yes -- For 30% Of Ecommerce Brands
Email Insider, Ray Schultz - Tuesday, November 24, 2020
A staggering 41% of global ecommerce companies do not offer email customer support, Netomi reports. But DC Shoes exceeds the ecommerce benchmark for email support, among other top performers. ...
- Email In The Time Of A Pandemic: Channel Is Most Favored By Consumers
Email Insider, Ray Schultz - Tuesday, November 17, 2020
Digital use has risen due to the COVID-19 crisis, and consumers like email because it is convenient and reliable, the CMO Council reports. ...
- COVID-19 Drives Decline In Customer Preference For Email: Study
Email Marketing Daily, Ray Schultz - Thursday, October 22, 2020
The phone remains the top customer communication channel. And video chat is rising, Vonage reports. ...
- SurveyGizmo Rebrands To Alchemer To Reflect How It Helps Customers Transform
Search & Performance Marketing Daily, Laurie Sullivan - Tuesday, October 13, 2020
Alchemer helps brands like Sonos focus on their customers' experience. ...
- Email Still Used For Customer Service By Most Firms, But Patterns Are Changing: Study
Email Marketing Daily, Ray Schultz - Friday, October 9, 2020
The most mature companies are adding SMS and other channels to email and phone, Zendesk reports. ...
- 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. ...
