by Colin Shaw | Aug 2, 2010 | Customer Experience, Social Media
Virgin Media hopes influencers tweet about their customer experience!!! Virgin America is utilising its in-flight Wi-Fi to help boost its reputation within the social media scene. Recognising the growing influence of individuals with large social media followings,...
by Colin Shaw | Jul 28, 2010 | Market Research, Social Media
Facebook second worst in online satisfaction survey !!! Author: Colin Shaw The world’s largest social network isn’t keeping everyone satisfied. Facebook received only 64 out of 100 in the recent publication of the 2010 American Customer Survey Index [conducted by...
by Colin Shaw | Jul 20, 2010 | Customer Experience, Customer Service, Social Media
Don’t complain about complaining customers – they are good for your business!!!!!! Everyone knows the real truth – the customer isn’t always right. This doesn’t mean that you can be annoyed, frustrated or dismayed when customers complain about your product. How else...
by Colin Shaw | Jul 5, 2010 | Market Research, Social Media
Are you listening to your social consumers?… Nielsen reports another piece of research that points towards the shift in consumer expectations of brands behaviour online and offline. People have always sought the advice of friends and family when making purchase...
by Colin Shaw | Jul 5, 2010 | Customer Behaviour, Customer Experience, Social Media
The Break Up between the advertiser and the customer…. The Break-Up’ is about the relationship between an advertiser and a consumer. They’ve agreed to meet in a restaurant. The man’s feeling perfectly happy, until the woman makes a painful announcement: she...
by Colin Shaw | Jul 1, 2010 | Customer Experience, Market Research, Social Media
Combating the ‘real-time’ customer experience with some ‘right now’ expectations…. As more and more brands move begin to employ social media channels as a customer service channel, consumers are beginning to believe and expect that they can get a response 24/7,...
