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 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.
Aug 14, 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 24, 2017

Real-Time Relevance: Keeping Up with Customers in the Digital Age

It’s 2017, yet some companies still only offer an 800 number and an email address when you need to contact them. Put toe-to-toe against a business that offers social care, video chat, and messenger bots, which one do you think customers will choose? In a market where service is the key differentiator (over price and product), no company can afford to become irrelevant.
Aug 27, 2017

Hidden Data: What It Is and How to Overcome It

Most brands use social media monitoring tools to track what their audience is saying about them in the event some type of crisis situation occurs. But what about the insights and customer feedback that aren't crisis-level? This data can become hidden in silos and the insights lost. How can consumer relations teams overcome this and better serve internal departments in their company?