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Today, it takes a lot more than lightning fast response times to make customers happy.

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How to Build Emotional Connections For the Digital Age

By Harry Rollason
Jan 26, 2018 10:13:00 AM
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For the travel industry, from airline to trainline, social is becoming one of the most important service pathways, as when successfully managed it allows a service agent to connect with the customer conveniently and in-the-moment. The marketing agency, Rational found that 67% of travelers have used social as a customer service channel and a further 53% expect a response within an hour. The travel industry is fast-moving therefore the need for speed, when it comes to providing customer service, should be priority for any travel company. After all, the entire travel industry is based upon customer experience, right?  

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ScotRail Add Automation Functionality on Twitter to Deliver More Efficient Social Customer Care

By Seleah Gardiner
Dec 15, 2017 12:39:41 PM
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Bad weather is a regular occurrence here in the UK, and with this bad weather often come downed power lines and interruption to services. Therefore, utility companies are in a constant state of high alert when bad weather hits.

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How SSEN is Powering up Social Messaging for Service

By Mo Mahar
Dec 5, 2017 10:29:58 AM
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You know the feeling of dread when the on-hold music kicks in and you realize that you could be at this for hours? That’s precisely the feeling that your customers won’t tolerate today. As organizations increasingly compete based on the customer experience, they’ll realize that the bar for what's "accepted" in customer's eyes, especially Millennial's, has been raised.

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5 Excuses Your Customers Are Tired of Hearing

By Lia Winograd
Feb 16, 2017 10:54:29 AM
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Brands have so much to gain from engaging with customers on social media: more cost effective customer service operations, access to valuable customers, and the opportunity to improve customer satisfaction and brand loyalty on an effortless channel.

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The Customer Service Paradox: Why You Should Want More Complaints on Social

By Lia Winograd
Dec 20, 2016 2:04:37 PM
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Apple, Amazon, and Microsoft; all on the Fortune 500 list of most profitable companies in the US. Household names. But what do these companies have in common? The answer lies in the way they interact with their customers, putting an enormous emphasis on customer experience, and the results speak for themselves.

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What these Fortune 500 Companies are Doing for Their Customer Service Strategy

By Harry Rollason
Oct 19, 2016 2:05:10 PM
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The time came last month when my big toe started poking through the top of my Nike Flyknits signaling I needed some new running shoes, but the thing is, shopping is tough nowadays – do I choose Nike, Adidas, or Under Armour?  Do I purchase in-store or online? Can I find these cheaper on eBay or some knock-off website? The list goes on, and while I continued to ask myself these types of questions, I thought for a second “Wow, retailers must hate how I shop” and they should. I’m a Millennial, we now represent the largest market for retailers, and to earn our repeated business you’re going to have to pay for it.

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What Does a Good Relationship Cost With a Millennial? Are Retailers Willing to Pay?

By Thomas Miller
Oct 7, 2016 7:39:03 PM
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Meeting the needs of customers whilst running a successful business can at times give rise to a number of challenges. These include expected response times, finding the right tone of voice to suit your client base, and adopting multi-channel strategies with unified conversation threading.

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The Challenges of Customer Service on Social Media and How to Overcome Them

By Tamar Frumkin
Sep 13, 2016 12:47:25 PM
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