The growth of social media over the past few years has been phenomenal, providing completely new ways of communicating for both consumers and brands. By giving everyone a voice it opens up a fresh customer service channel that companies need to embrace.Whether you like it or not consumers will be talking about your company and its products –and you need to join the conversation. So how are t...
While smartphones have been around for several years, their usage is now dramatically increasing, driven by the likes of Apple and Google’s Android operating system. Recent figures from analysts Canalys found that 101 million smartphones were shipped in Q1 2011, up 83% from previous figures.So what does this mean for customer service strategy? With more and more customers using smartphones t...
Customer Relationship Management (CRM) is a technology that has been around for a considerable amount of time. Because of its complexity it has often proved difficult to get right – Gartner estimate that fewer than 10 per cent of organisations have optimised the management of their customer relationships.The bad news for companies struggling with CRMis that the rocketing adoption of social m...