Customer support is a big frustration of the public. We want to be treated well, we want the human on the other end of the line to correctly pronounce our name, we want them to be friendly even when we’re not, and (most importantly) we want our problem solved.
Millions of people are taking service issues to social media channels as their preferred communication route. These questions and complaints are public, and the only real question for businesses is how - not if - they will respond. Listening is no longer an end, but rather a means to evaluating where you need to engage
This is why loyalty programs that give away free miles, points, or credits are often so successful. According to statistics from Access Development, ...
Now, that reputation is changing as more marketers enlist social media and mobile to link loyalty programs with real-world data. While big-name ...