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Rescooped by Jessie Liu from Consumer Behavior in Digital Environments
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Consumers demand better customer care in digital era and a quarter take more than a year to forgive mistakes, report says

Consumers demand better customer care in digital era and a quarter take more than a year to forgive mistakes, report says | Digital Marketing | Scoop.it

UK Consumers have become more demanding and more easily disappointed despite their access to brands and companies vastly improving with the development of digital technology, a study has shown.

The report from customer experience management firm Thunderhead surveyed more than 2,000 consumers and interviewed senior customer executives from 33 businesses. The findings concluded that nearly a quarter of people (24 per cent) said they would take more than a year to forgive a company if it had somehow broken their trust, while 23 per cent said they would never trust the company again.

In addition, more than half (52 per cent) said there had been no improvement in their relationships with businesses over the last three years, and a quarter said they had worsened. Of the people surveyed, nearly a this (30 per cent) said they would share a bad experience online, on the phone or in person, and the report concluded that on average a negative experience would be shared with around 18 people.

“Marketing has become a highly sophisticated and business-critical operation that looks beyond customer acquisition and with this has grown in its importance to organisations,” the report stated. “However, with greater profile comes increased scrutiny also. Unfortunately, as our research suggests, the reality is that too often investment in the customer relationship is undermined by a lack of focus on customer engagement.


Via Russ Merz, Ph.D.
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Russ Merz, Ph.D.'s curator insight, March 15, 2014 7:36 PM

This article provides some important caveats to businesses that think they are providing good customer services. Time for a reevaluation of customer care practices. Better customer knowledge, speed, and quality interactions needed to build #trust for existing customers. 

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3 Ways Social Media Is Driving A Business Revolution - Forbes

3 Ways Social Media Is Driving A Business Revolution - Forbes | Digital Marketing | Scoop.it
The Guardian 3 Ways Social Media Is Driving A Business Revolution Forbes Just as retailers like Best Buy Best Buy and Wal-Mart must learn to keep up with Amazon's forward-thinking marketing techniques, old-school businesses must find ways to reach...
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2014 Digital Analytics Association Awards For Excellence - Analytics ...

2014 Digital Analytics Association Awards For Excellence - Analytics ... | Digital Marketing | Scoop.it
The Digital Analytics Association exists to help organizations illuminate and overcome the challenges of data acquisition, exploration, deduction and application. The DAA is a not-for-profit, volunteer-powered association, and ...
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Rescooped by Jessie Liu from Management Blogs by ManagingAmericans
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How to Achieve Audience Buy-In: Sell It!

How to Achieve Audience Buy-In: Sell It! | Digital Marketing | Scoop.it
Have you ever tried to pitch an idea? In public speaking we are often times trying to sell something, sell change, sell innovation... Noteworthy speakers are able to engage the audience, inspire, and have a successful call to action. The challenge is how?

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ManagingAmericans's curator insight, March 16, 2014 12:45 PM

Have you ever tried to pitch an idea? Noteworthy speakers are able to engage the audience, inspire, and have a successful call to action. The challenge is how? This article not only demonstrates "how", but also describes how great ideas can inspire change and innovation throughout an organization. Please check it out and share if you agree!

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16 Steps to Increase Social Media Engagement During an Event

16 Steps to Increase Social Media Engagement During an Event | Digital Marketing | Scoop.it
How can you use social media at your event to boost engagement and reach? Here are 16 steps to help you increase social media engagement.
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