Social media has fundamentally changed the relationship between customers and brands, providing consumers with a mouthpiece to share their feedback with people across the world. The openness and simplicity of social media is therefore both a challenge and an opportunity for companies. Get it right and provide the personalized, fast response that consumers demand and you will boost engagement...
It is fair to say that social media took many organisations by surprise. Suddenly their customers wanted to communicate and engage with them through the likes of Facebook and Twitter, as well as via more traditional channels. The social media journey has therefore seen companies go through a series of stages. Initially (often unofficially) individuals took on the role of being the company rep...
Customer services (Photo credit: gordon2208) On the Eptica blog we’ve regularly talked about how social media provides a megaphone for customers to talk about your brand – but despite this new research shows that companies simply aren’t listening.Our own 2012 Eptica Social Customer Service Study surveyed 2,000 consumers across the UK and France on their attitudes to using s...
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...