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Blog

Aug 15, 2017

How to Compete with the Top E-Retailers

Every month, more people visit Amazon than visit their own families. (Of course, maybe if they could show up to see their families at 2 AM in their pajamas and leave with boxes full of shoes, electronics, and groceries, they’d choose differently!) Consumers love shopping online, but they have quite a few complaints, too. And when it comes to the biggest online retailers, consumer frustrations have one common theme: lack of a personal touch.
Aug 11, 2017

What You Need to Know about Measuring Customer Engagement

When marketers think about measuring customer engagement, they often think about email open rates, social media interactions, site traffic, and purchases. While all of these are indicators of how engaged your customer base is with your brand, marketers often overlook service metrics, failing to recognize their impact on engagement.
Aug 08, 2017

What's the Point? 5 Key Objectives for Customer Service Systems

What's the point of customer service? If you answered, "Resolve customer requests and issues in a timely manner," you'd be partially correct. While contact resolution is priority number one, there are four other goals that have a major impact on the customer experience.
Aug 03, 2017

13 Surprising Examples of Facebook Messenger Chatbots

When Facebook first opened up Messenger to brands, it was seen as just another way to address customer complaints. But with the introduction of chatbots last year, and regular new features since then, the company is clearly positioning the app as a tool to enhance engagement throughout the customer journey, from brand awareness, to conversational commerce, to tech support—and every step in between.
Jul 25, 2017

7 Steps for Managing Adverse Events in Social Media

There are a number of practical use cases for pharma companies to monitor social media: evaluating industry trends, conducting competitor analysis, monitoring product feedback, or tracking product safety concerns. Regardless of the goals of social listening projects, all initiatives have one element in common – adverse events (AEs).
Jul 24, 2017

4 Practical Ways to Prevent a Regulatory Nightmare

CPG manufacturers are being asked to comply with constantly changing regulations. And failing to comply with requirements can result in hundreds of thousands of dollars in fines, delayed product launches, decreased customer satisfaction, and negative press. So what's a CPG to do?
Jul 21, 2017

Building Brand Resonance: How to Win with Agile Marketing

Even if you meet customers' rising demands, they still might leave you for someone slightly better. Instead of trying to perfect every aspect of your business, it’s time to change the game. Remember that most consumers make emotional, not practical, purchase decisions. The objective of your marketing efforts should be making your brand resonate so they choose you at that critical moment.
Jul 18, 2017

Customer Touch Points: 4 Simple Steps for Improving Experiences

If you're like a lot of CX professionals, you know there are touch points along the customer journey that need improvement -- but revamping the whole customer journey can feel like a massive undertaking. One way to approach such a task is by breaking it down into smaller pieces. Instead of addressing the entire customer journey at once, choose a single customer touch point to start with.
Jul 13, 2017

Mobility as a Service: Why Automakers Need to Take the Plunge

Question: What keeps automakers up at night? If your answer doesn't include "Millennials aren't buying cars like the generations before them," it should. This generation of consumers still expects great cars. But they are looking for more. In order to succeed, automakers must evolve from car companies to mobility providers.
Jul 12, 2017

How to Use Technology to Protect Your Brand From a Crisis

In every Consumer Relations professional’s perfect world, crises don't exist. There are no poor product launches, no viral negative customer experiences, no recalls. There are only happy customers sharing their amazing experience with your brand and recommending your products and services for all the world to see. But...stuff happens.