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Customer Service is often a weakening point of several companies, but it can turn out to be straightining, a key factor for customers to select suppliers. What are customers demanding and how? Is Customer Service evolving according to new technologies?
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Alessio Manca
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Scooped by Alessio Manca onto Customer Service Innovation |
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Content marketing is all the rage, but does it produce results? This infographic offers some revealing stats on the practice. Via Adam J. Kovitz 
Adam J. Kovitz's curator insight,
May 16, 9:49 AM
Bottom line: Food for thought and a must-ready to anyone who does or is considering content marketing as part of their online strategy. Delete the scoop?
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Alessio Manca's insight:
Very nice drawings [republished] Delete the scoop?
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TechWeekEurope UK Via Richard Kastelein & Adriana Hamacher, Dennis T OConnor, juandoming, John van den Brink, roberto toppi 
Rosetta Carrington Lue's curator insight,
May 8, 11:08 PM
Amazing infographic on the future of internet connectivity. This reminds me of the 1990 Arnold Schwarzenegger movie "Total Recall"! Delete the scoop?
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The 10th Annual Skoll World Forum, which brought together several hundred of the world’s leading social entrepreneurs to Oxford, has just wrapped for another year. Via Érica Ariano
Alessio Manca's insight:
1: IT’S ABOUT CHANGING THE SYSTEM, STUPID.2: CHANGE IS ACCELERATING3: TO SOLVE OUR PROBLEMS, WE NEED MORE PROBLEM-SOLVERS4: IT STARTS WITH YOUNG PEOPLE5: SCALE THROUGH COLLABORATION6: TECHNOLOGY IS DRIVING CREATIVE DISRUPTION7: POWER IS MOVING FROM THE FEW TO THE MANY8: THE SILOS ARE BREAKING DOWN9: HERE COMES THE SOCIAL INTRAPRENEUR10: WHEN YOU PASS THE TORCH ON, LIGHT MANY FIRES
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Apple uses mobile field service in their retail stores to provide a seamless, pleasant and on the go experience for its customer base. Delete the scoop?
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With social media and online reviews providing new ways for customers to share product and service experiences with other consumers, companies need to stay on top of their customer relationship management (CRM) game. Delete the scoop?
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Here some very good stuff about community-building for your online business. Great points and great advice, including an awesome infographic.
I recommend this content for any small business online trying to establish greater reputation and crediblity for itself, as these are in my opinion, the key winning traits of successful web companies.
Excerpted from the original SEOmoz article:
Must-read. Right on the mark. 8/10
(Thanks to Pino Mauriello for having scouted it)
Via Giuseppe Mauriello, Alessio Carciofi, Robin Good, Robin Martin 
AndySernovitz's curator insight,
May 9, 9:03 AM
Here is a super awesome infographic and the play-by-play breakdown of each step in the process. ➨ Read Social Media Content Curation & Marketing Strategies articles here http://www.scoop.it/t/all-things-social-social-media-magazine
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Alessio Manca's insight:
1.) Over 120 Billion Facebook Impressions later – what we learnt2.) Almost half of online customers expect brands to provide customer service on Facebook, but only 23% provide it3.) The science of social timing: When, how often and where should you post?4.) Click-Through Rates May Matter Even Less Than We Thought5.) 70% of Consumers Trust Brand Recommendations From Friends6.) Social Networks Account for 20% of Time Spent Online7.) Shelf Life of Social Media Links Only 3 Hours (bitly social media stats) 
Tocquigny's curator insight,
April 12, 4:45 PM
One of the first things I’ve learnt, close to 2 years ago when taking the plunge into Social Media with Buffer, was that things aren’t yet very defined. There guiding metrics and studies are really just in their beginning phase and a lot is still quite vague. To help make things a tiny bit more clear, I thought it might be helpful to collect 10 of the most interesting social media studies and see what we can best learn from them. So without any further ado, let’s dig in and talk about the most important social media stats out there. Delete the scoop?
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It’s not even just e-commerce sites that allow reviews either. Local Directory sites allow customers to review businesses, whether the business encourages them or not. For a lot of businesses the ease of getting reviews from clients should be an opportunity to grab with both hands. Surprisingly, many businesses are ignoring this.
More worryingly, if past clients have gone online to complain about poor service publicly on a third party website some business owners are taking the attitude of “out of sight, out of mind”. I even spoke to one business owner who said that if anyone read online reviews about his business he wouldn’t want them as a client anyway! So do people read reviews, and more importantly do they believe them? PeopleClaim have put together this Infographic looking at some statistical measures of ratings and reviews. They were curious as to how many people were searching for reviews, what they were finding, and what type of decisions they were making based on this information.... Via Jeff Domansky 
Jeff Domansky's curator insight,
April 15, 2:36 PM
A good look at how online customer reviews can impact your business. Delete the scoop?
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Social media is becoming a pervasive activity among Americans across a variety of platforms and demographic segments.
As a marketer, the evolving social media landscape provides new opportunities that require reassessing your current social media strategy. Via John van den Brink Delete the scoop?
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Got negative reviews? Think that you have them under control? Zendesk has released results from a recent study, which reveals the negative impact that the rise in social media and web review sites, like Yelp, have on a business' bottom line. . Delete the scoop?
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How to design multi channel user experiences for users and not for singular devices or channels (RT @userexperience: User Experience as a Multi Channel Customer Journey - http://t.co/zZBjRDjwto)... Via Terry Patterson, Wally Brill 
Hannes's curator insight,
April 8, 6:57 AM
This article describes how to benefit from customer journeys in a diverse device landscape. Well defined personas is a great way to capture the most important characteristics, motivations and frustrations of typical users. But the technique lacks contextual awareness in modern multi channel projects. One way to make personas more dynamic is to apply them in user stories and simulate varied customer journeys. I think contextual design considerations like this will be critical for the future of digital design, because humans are born to be in motion and so should our devices. 
Terry Patterson's comment,
April 21, 7:03 PM
I agree Hannes. And whenever there is a chance to conduct contextual inquiry at the beginning you'll be in good shape to draw up your very well defined personas. The more we advocate these design methods, the better we'll be positioning our products in the real world.
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![How Organizations Structure Social Media Teams [Infographic] | Customer Service Innovation | Scoop.it](http://img.scoop.it/SVRMKdThJXyNtVVHLZ_zkDl72eJkfbmt4t8yenImKBVaiQDB_Rd1H6kmuBWtceBJ)
A detailed infographic on How Organizations Structure their social media teams.25% Of Companies Use Interns To Help With Some Aspect Of Social Media . Via Martin Hombre Hormiga, Érica Ariano Delete the scoop?
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Learn about the five different types of complainers on social media and how you can deal with them.
Rosetta Carrington Lue's curator insight,
May 13, 10:41 PM
The author hit the nail on the head with the accompanying infographics! Delete the scoop?
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Click to see the Universal Inbox in action. Customer service is changing. Today's environment, with its ever-present social media and mobile devices, is giving rise to a new customer with a new set of expectations.
Alessio Manca's insight:
This is from Saleforce (Desk) but you will find other players to deliver multichannel customer service Delete the scoop?
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Content Marketing is hot. White hot. SEO and digital marketing thought leaders are declaring that Content Marketing is the next big thing. Even Rand is touting its importance... Via Martin (Marty) Smith 
Nick Peperell's curator insight,
May 1, 4:12 AM
This article just shows how much is involved in a good content marketing strat. We are at toaster stage for our own business but are starting to develop a deeper stronger proposition for our clients using a model similar to this. Quick insightful turnaround of quality content, now there's a challenge... 
Martin (Marty) Smith's comment,
May 2, 1:17 PM
Nick, yes the response to REAL TIME is a challenge all content marketers face. There is also an important role for "tent pole" content. I think of "tent pole content" as the old "evergreen content" idea. Tent poles are posts you link in frequently because they are strong statements of branded content and they've been supported with links, likes and shares. We don't manage more than 7 tent poles at any given time and they roughly support our content keyword and taxonomy silos. Once the machine is open full throttle life is fun :). Marty
AdriM's curator insight,
May 14, 12:33 PM
Many clients resist content marketing. They think their product is for "everyone" and don't see the point of building personas. The more you know about the subject the easier it'll be for you to make your custumers gravitate toward it and finally be on board. Delete the scoop?
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Content Marketing is important to the success of your biz, so we’re going to keep bringing you lots of info, including this newly released infographic from Uberflip. If you’re targeting other businesses (B2B), you may wonder how your marketing tactics compare to others, or may be looking for inspiration. We think you’ll find both in this infographic; here are a few key points: 94% of B2B marketers create new content rather than share. 82% of B2B marketers use content marketing to gain new customers and leads. The top three ways to share content: Social media 87% Website articles 83% Email 78%... Via Jeff Domansky, Marie Ennis-O'Connor, John van den Brink 
Linda Dap's curator insight,
April 29, 3:20 AM
De top 3 manieren om content te delen: Social Media 87% website articles 83% email 78%
Martin (Marty) Smith's comment,
April 29, 2:21 PM
Excellent infographic and good discussion by @B2Community.
Peter (PJ) Fulcher-Meredith's curator insight,
May 15, 6:53 PM
The whole issue of content marketing leaves me a bit breathless. What is it? Where does it fit? What am I already doing that fits into the definition of Content Marketing? What do I need to do differently that I am not doing now? Questions. Questions. Questions. This infographic is a good starting point - a foundation Delete the scoop?
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Learn about the latest trends in customer service innovation. CallPoint, now part of the global TELUS International family, serves the customer care needs of nu Delete the scoop?
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I don’t know much about ITSM, nor do I even know what ITIL stands for, let alone how to implement it. However, as the CEO of one of the top online customer se
Alessio Manca's insight:
dont' skip just because it's a company presentation! Delete the scoop?
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No one really wants to lose 82% of your customers, right? They do if they have bad customer service. A recent survey published in the Customer Experience Impac(...)
Alessio Manca's insight:
by Flavio Martins Delete the scoop?
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Martin (Marty) Smith's curator insight,
April 16, 6:54 AM
The B2B Soical Embrace I'm increasingly convinced the greatest ROI from social media marketing (SMM) will come at the enterprise level. When we use SMM for customer service, HR and business intelligence the ROI will fall like a neavy Texas spring rain. This infographic provides facts and figures to back up this belief. 
Mertens Marketing's curator insight,
April 18, 3:38 AM
Aktuelle Zahlen und Entwicklungen aus den USA, die sich mit der üblichen Verzögerung auf unseren Markt auswirken werden. Delete the scoop?
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65% of people have received poor customer service online, according to a YouGov survey of over 2000 UK consumers, with 64% stating that they would not return to a business that gave poor customer service.
Alessio Manca's insight:
UK as Worldwide Sample country Delete the scoop?
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Social media already changed how companies measure success. Now it's changing how companies deal with failures. It’s hard to ignore the major impact social media is having across the globe. As of 2012, users were uploading 72 hours of video to YouTube every minute. Celebrities have accumulated millions of Twitter followers, without paparazzi, in an online medium where they control their own message. Facebook consumes tens of millions of hours of attention every day. LinkedIn has become an essential tool for both recruiters and job seekers. These developments feel almost normal after less than 10 years [...]
Alessio Manca's insight:
Standing points: - At the speed of social, talent matters. - Connect, integrate, and orchestrate the customer service dots. - There’s no dollar sign in a like or retweet. Delete the scoop?
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Social media is increasingly influencing consumer buying decisions. In fact, 23.1 million consumers say they’ve discovered new brands via social networks, and 22.5 million say they use social media in ...
Alessio Manca's insight:
"Old" post but nice IG Delete the scoop?
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"Go retro"! When Everybody is lookinng at Social Media Marketing and Market... Think different!