2013 was a year full of surprises for the digital world, with the evolution of social media powering on at breakneck speed, spawning a seething hub of comment from marketing analysts, keen to anticipate the next move from the tech community and consumers. Jargon and big data are ever more perplexing and Twitter #fails by the likes of British Airways have highlighted how mis-managing social media customer service can result in gleeful brand-bashing overnight. Read on for our predictions in 2014.
Brands presenting their products and services as single channel campaigns is as dated as Bebo and arguably as unprofitable. Customer engagement is no longer solely about the customer, but about the community – a very public, connected community that loves learning and sharing. From sorting the right recruitment processes to learning from campaign results, we look at how your business can provide great 24/7 multichannel service.
Considering the deluge of articles on data protection, breach and ownership that are drowning our inboxes and news pages, it is understandable to be a little numb to postulations on what this could mean for our future online activities. Have you taken time to thoroughly evaluate the status of the business that you work in? How secure are your systems when it comes to the malevolent risk of hacks and data breaches? We offer some tips on protecting your data.
With new cookie compliance legislation due in May this year and the ICO has expressing concern that businesses are not as prepared as they should be, we ask our expert friends at Noisy Little Monkey, what these new laws mean for the average UK business and how can they ensure they are prepared? We also pick their considerable brains on the main points to consider for effective website management, their social media recommendations for 2012 and much more.
The influential American philosopher Elbert Hubbert once asserted, “one machine can do the work of fifty ordinary men. No machine can do the work of one extraordinary man.” In an age of virtual assistants and automated medical advice lines this is a philosophy us humans should perhaps cherish. Having someone listen to your query or problem and actively strive for a solution or enhance your experience with their product or service, is most consumers idea of excellent customer service. We examine why contact centres continue to flourish in the internet age.