Tag: customer service

How to Turn Unhappy Customers into Online Advocates

April 18th, 2018   •   1 comment   

Unhappy to Happy Customer

“Customer service is the new marketing” – Gary Vaynerchuk 

What should you do when you receive a nasty email or Facebook complaint? Should you ignore it, defend your business robustly, or respond genuinely with the aim to help?
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Why Customer Experience is the New Marketing

April 12th, 2018   •   no comments   

Customer experience is fast becoming the number one digital marketing strategy.

Also known as CX, customer experience was cited by Adobe-eConsultancy as the most exciting opportunity in 2015, overtaking even content marketing.
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[Infographic] Social Media Customer Care Statistics

October 25th, 2017   •   2 comments   

Do you know that your customers may spend 3 to 20 percent more if you respond to their queries? Or that 42 percent of customers who complain on social media expect a response within an hour?

With consumers spending hours each day on social media, you need to ensure that your customer care strategy is primed for social channels.
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How FAQs can rock your content marketing

August 10th, 2015   •   no comments   

 FAQs  photo

Photo by photosteve101

Imagine that you are working feverishly on a document. Suddenly, the programme you are using shuts down, apparently without any rhyme or reason.

Aargh! What should you do?
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QR Codes and Other Epic Marketing Fails

June 15th, 2015   •   2 comments   

QR Codes Kill Kittens

QR Codes. They are the greatest thing since sliced bread. After all, they allow you to “gamify” your business in clever and inventive ways right?

Wrong! Well, at least according to “UnMarketer” Scott Stratten.
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Digital Marketing Trends: Key Insights in 2015

March 4th, 2015   •   no comments   

Personalisation and Customer Experience 2015

What is the single most exciting digital marketing opportunity in 2015?

Nope, it isn’t about generating great content. Neither is it mining mountains of big data, or optimizing social media channels.

Rather, customer experience is the holy grail for digital marketers this year. At least according to Adobe and Econsultancy’s Digital Trends 2015 report.
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Global Findings in Social Media Customer Service

February 3rd, 2015   •   no comments   

Wonder who the global kings and queens of customer service on social media are? How do Facebook and Twitter rank in social media customer service?

The answers may surprise you!
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The True Price of Excellent Service in Singapore

December 4th, 2014   •   no comments   

Read in The Straits Times and Channel News Asia today that almost four-fifths of Singapore consumers are willing to pay more for excellent service. Internationally, we rank second only to India – and are on par with the United States – for consumers willing to pay more for good service.

Here are the key findings reported in mainstream media based on the study by American Express and Ebiquity:
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Can We Make Singapore Tourists More Happy?

November 26th, 2014   •   5 comments   

Oh dear! Customer satisfaction has dropped this year, according to a survey done by the Institute of Service Excellence (ISES).

Reading various reports in The Straits Times, TODAY and Business Times, several sobering statistics await us:
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How to Truly Market – Without Marketing

May 14th, 2014   •   no comments   

How to Truly Market Without Marketing
Source of image

What is the simplest definition of marketing?

According to the Business Dictionary, it is the management process by which goods and services move from concept to the customer, while involving the 4 Ps: product, price, place, and promotion. For services, this may be expanded to include other Ps like people, process, and physical evidence.
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