Social media marketing

Lack of understanding holds back engagement in UK and France

Published on: May 13, 2015
Author: Robin Tandon - Senior Product Marketing Director

In a previous post I looked at the biggest frustrations amongst UK consumers when they dealt with brands through digital channels such as email or social media. Research carried out by Epticahighlighted that a lack of understanding and a failure to acknowledge their feelings were not just holding back engagement, but actively causing consumers to switch supplier.The E...

Don’t make Facebook customer service a silo

Published on: April 15, 2011
Author: Eptica

Pretty much all customer facing companies have woken up to the power of social media and the new channels it provides for customer service. Lots of organisations are monitoring conversations on the likes of Twitter and Facebook, but a high proportion are not integrating it with their overall customer service strategy.In many cases the customer service side of managing Facebook pages or responding ...