On a previous blog post about how UK telecommunication brands fail when using Twitter as a customer service tool I mentioned as one of the four ‘insights’ that….
“Social media is NOT a replacement for a call centre but one service option amongst many for customers needing assistance”.
It is critical to highlight again that while Social Media Customer Service is vital for your business health ...
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It was March 2012 when Google introduced their new Privacy Policy. On the surface it looked simple, a perfectly aligned Google to make the consumer’s experience easy and accessible, right?
“We’ve included the key parts from more than 60 product-specific notices into our main Google Privacy Policy—so there’s no longer any need to be your own mini search engine if you want to work out what’s going on. Our Privacy Policy now explains, for the vast majority of our services, what ...
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The problem with big brands is that many times they tend to use the same customer service ‘approach’ across the board – a fatal mistake especially when we are talking about the internet. The rise of social media can prove fatal for companies that will not adapt according to the medium they are using – such as Twitter for example.
A few interesting insights into consumer behaviour:
INSIGHT #1 People like to complain online because it’s an effective way to quickly ...
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Many posts from those in the know on Twitter have underlined social media usage as not being primarily about how many followers/Likes/+1s businesses get – and I definitely endorse that to a degree. After all, it’s pointless asking people who have no interest in your services to ‘Like’ your page, or to create fake Twitter accounts to up the follower numbers – which add absolutely nothing of value to your feed and your business.
However, generally in life I believe business ...
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Recently I read an article regarding social media adoption by businesses in the West you can read it here. As you can see, emerging economies are so much quicker to adopt to social media, primarily because they know it gives them a head start in a competitive marketplace and is low cost. The article got me thinking. Hmm (that’s me thinking.)
And I realised it echoed my own experiences when out and about networking. UK businesses seem ...
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