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.
Social media customer service
Iain MacDonald, Multichannel Marketing Director at Crew Clothing, talks to us about multichannel customer service and the importance of truly listening to your customers. Iain discusses Crew’s ethos and customer service strategy, the impact social media has had on their business and how they intend to develop this into the future. He also advises on their top tips for business efficiencies in retail and more.
While speculation abounds about Twitter’s eagerly anticipated stock market floatation, we at Expolink Towers find our attention swayed by more customer-centric matters. A recent Twitter exchange between a BA customer and their customer service department exposed gaping holes in the airline’s customer service strategy – that their Twitter feed was only manned during office hours. We look at developments in social customer service and how businesses can ensure they meet their customer’s expectations.