The Internet is now the preferred customer services channel

Jan 11, 2012 by

The Internet is now the preferred customer services channel

The other day econsultancy released the findings of a SITEL-commissioned  (UK) study showing that 15% of 16-24 year olds prefer to...

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Retailers take note: 1/4 of all online chatter about shopping happens ...

Apr 5, 2011 by

Retailers take note: 1/4 of all online chatter about shopping happens in-store

Here’s a fascinating study from US social media research and monitoring company ListenLogic – 25% of shopping...

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Older consumers heading for the Web at Christmas – but one mista...

Sep 26, 2010 by

Older consumers heading for the Web at Christmas – but one mistake and you’ve blown it

A series of interesting stats found via the Euromonitor blog, the over 45s will be heading to online stores this Christmas.  But...

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Sales still an important factor behind brand social media efforts

Aug 31, 2010 by

Sales still an important factor behind brand social media efforts

Despite well documented examples of brands maintaining Twitter feeds, and using them to respond to customers, customer service is by...

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A lesson from Vodafone: How one tweet can get magnified almost 100x

Feb 7, 2010 by

A lesson from Vodafone: How one tweet can get magnified almost 100x

A cautionary tale comes from mobile phone operator Vodafone, who on Friday broadcast the following message out to its (at the time)...

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