Honeyweb Blog / Customer Experience
Our blog has been set up to provide you with helpful information regarding maximising the effectiveness of your online marketing strategy.
There are many interesting independent articles and whitepapers here to download and links to some of the best resources on the net.
Digital Customer Experience is the New Battle Ground [Podcast]
Dayle Hall, SVP of Marketing at Lithium Technologies is back for episode three of this UpClose Podcast Series.
So far of the five most influential topics for B2B marketing, we've discussed influencer marketingand data overload.
On this episode, we're focusing on digital customer experience. This is a big topic, and we cover as much as we can in this short podcast episode.
By Bernie Borges
socialmediatoday.com
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28 Experts Share Social Care Predictions for 2017: Part 1
Social media is the first marketing channel where customers can actually talk back. This is a new concept for traditional brand marketers, who are used to being able to completely control the brand message with TV and print advertising that is akin to shouting with a megaphone. Consumers have a choice – and a voice – on social media; they don’t have to listen to brands, and they're free to “talk back”, making it a two-way conversation. This shifts the power from the brand to the consumer, and consumers today expect to be able to engage with brands wherever and whenever they want. A brand’s response (or lack thereof) plays a big role in customer satisfaction and loyalty.
I asked 27 social media and customer service experts three questions about what happened in social care in 2016 and what might be coming in 2017. Their responses – along with my own – will be shared in three different posts, starting here with the first question:
"Why do social media marketers need to care about customer service?"
By Dan Gingiss
socialmediatoday.com
5 Customer Service Tips Every Company Should Know
In the age of the digital customer, delivering differentiated customer service has become a strategic imperative.
Statistics show that 78% of customers have ended a business relationship because of bad customer service, while it's also estimated that it costs a company six to seven times more to acquire a new customer than it does to retain an existing one. And that’s just the beginning – there are plenty of reasons why companies should invest in strong customer service.
Here are five tips every company should implement to exceed customer support expectations:
By Caitlin Zucal
socialmediatoday.com
7 Social Media Customer Service Rules You Should Stick to
Social media has evolved to become much more than just a platform for people to chat with their friends. According to research from JD Power, 67% of consumers now use social for customer service - in fact, research by Neilsen revealed that 33% of consumers prefer to speak with brands via social than on the phone.
For businesses, this means it’s no longer enough to just have a strategy for promoting your products and services, you also need to have a plan for how you will provide excellent service via your social accounts. Currently, only 62% of companies focus on social customer service, while 45% of businesses even ignore comments they receive from customers outright due to lack of resources (according to research by Aberdeen).
By Elizabeth Harmon
socialmediatoday.com
Why Customer Experience Is Confusing Your Business
Sixty per cent of IT workers now identify improving the customer experience as their top digital goal, while the majority of marketers chose ‘integrating all platforms and channels’ as their main focus. In this opinion piece, Chief Marketing Technologist at Digital Logic, Billy Loizou, does some straight talking about being completely customer-focused.
The number one goal for most businesses all around the world is to become more customer-centric. According to McKinsey&Company over 50 per cent of customer interactions now happen during a multi-event, multi-channel journey.
By Billy Loizou
bandt.com.au
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