By Iain MacMillan, RMM and Robin Grant, We Are Social - IAB SMC Ambassadors for Social Media and Customer Service.
Customer service is arguably one of the most intriguing elements of running a successful organisation, given that:
- It can impact on, and be impacted by, every department in the organisation
- Different customers may perceive the same level of customer service quite differently
- In today’s marketplace social technologies mean that everyone can see what you’re doing
We’ve outlined below ten traditional aspects of customer service, and how the emergence and adoption of social technologies has fundamentally changed the game in each.
Amy Kean, senior PR and marketing manager, IAB.
The results of an IAB and Opinion Matters survey amongst brands appeared in Marketing Mag today under the headline ‘Major Brands Sceptical of Social Media’. The article presents a few stats from the study, which investigated the views of 80 senior-level marketers. These included the fact that almost a quarter (22%) of brands have made social media a core part of their communications strategy, whilst our research found that only 7% of respondents haven’t yet embraced social media in any way. Read more…