Customer Care, Marketing, Social Data
When global tobacco company Philip Morris International Management SA (PMI) launched its new tech-based smoking device, customers...
Customer Care, Marketing, Social Data
When global tobacco company Philip Morris International Management SA (PMI) launched its new tech-based smoking device, customers...
Customer Care, Customer Experience
There were over 1.3 billion international travelers in 2017, compared to 674 million in 2000. According to the United Nations,...
We’ve moved from the silver screen to the small screen…to the even smaller screen? According to eMarketer, almost 70%...
Customer Care, Customer Experience
As customers flock to social media to research purchases, seek help from brands, and chat with each other about what they like...
Michael O’Leary, CEO of Ryanair, once said, “If I’d only learned in college that being nice was good for business, I’d have done...
“It is a capital mistake to theorize before one has data.” So wrote Sir Arthur Conan Doyle in 1891 for his first Sherlock Holmes...
Buyers want to interact with brands on their favorite channels and at the time that works best for them. That’s why traditional...
There’s a lot of money flying around in the marketing world. How much, exactly? Well, Forrester estimates that digital marketing...
Customer Care, Customer Experience
Good agencies always have an eye on the next big thing; truly great agencies help to create it. Although, it’s hard to know which...
Over my 22 years in sales, I’ve joined around 200 quarterly business reviews (QBR) at the local, regional, national, and global...
Customer Care, Customer Experience
It’s time to revamp the old customer care rulebook. Customer care can no longer be a siloed department, relegated to a walled-off...
Customer Care, Customer Experience
The difference between social monitoring and social listening isn’t just semantic. Despite the fact that the two terms are often...
When I was in college, there was a girl down the hall who always braiding intricate bracelets with little crystals in them. Day...
Customer Care, Customer Experience
College. The best years of our lives. They pass by quickly, but the memories they provide remain clear as day. For countless...
Customer Care, Customer Experience
This is the final piece in a series of articles about social deployment. Read parts one, two, and three. Businesses are finally...
