The Retail Consumer Report
|
|
- Adam Dixon
- 8 years ago
- Views:
Transcription
1 The Retail Consumer Report Sponsored by RightNow 2011 RightNow Technologies. All rights reserved. RightNow and RightNow logo are trademarks of RightNow Technologies Inc. All other trademarks are the property of their respective owners.
2 Bring Back Unhappy Customers via Social Media Research shows that when consumers have a bad experience, they will not come back. And now, more than ever, unhappy consumers are turning to the social web to share their complaints. However, retailers have an opportunity to fight back and use social media to turn unhappy customers into brand advocates. The Retail Consumer Report, commissioned by RightNow and conducted online by Harris Interactive in January 2011 among 1,605 online U.S. adults who shopped online during the most recent holiday season, provides a pulse check of the current state of customer experiences. Specifically, how retailers are using social media to win back customers and drive buying decisions. 2
3 Bring Back Unhappy Customers via Social Media How do retailers respond $$$ when consumers post negative reviews on social networking sites such as Citysearch, Facebook, Twitter and Yelp. 68% of consumers who posted a complaint or negative review on a social networking site after a negative holiday shopping experience were contacted by the retailer Following that contact; 34% 33% 18% deleted their original negative review turned around and posted a positive review became a loyal customer and bought more 32% of consumers who posted a complaint or negative review on a social networking or ratings/reviews site after a negative holiday shopping experience were ignored 61% would have been shocked if the retailer responded 3
4 Unhappy Customers Can Be Won Back via Social Media 68% of consumers who posted a complaint or negative review on a social networking or ratings/reviews site after a negative holiday shopping experience got a response from the retailer. Of those, 18% turned into loyal customers and bought more. Paying attention to consumer s negative comments on social media can make a big difference. By listening and proactively responding on the social web, retailer have a chance to turn disgruntled customers into social advocates. The survey found that, of those who received a reply in response to their negative review: 33% turned around and posted a positive review. 34% deleted their original negative review. However, consumer s have fairly low expectations that retailers will respond to their negative posts. Of the 32% of consumers that did not receive a response to their negative review from the retailer, the survey confirmed: 61% of consumers would be shocked if a retailer responded to their negative comment on the social web. Great Customer Service Drives Buying Decisions A full half of consumers cited great customer service and/or a previous positive experience as influencing their decision to buy from a specific online retailer. The data underscores that customer experiences shape consumers decision to buy or not to buy from a specific retailer. For example, after a positive shopping experience, 31% of consumers purchased more from the retailer. Social advocacy can also help drive sales, the survey found: Nearly a third of consumers researched what customers said on social networking and reviews websites while shopping online. On the flip side, poor customer experiences can stop consumers in their tracks and kill a potential sale. The survey found, after a negative holiday shopping experience with an online retailer: 21% of consumers decided not to buy anything from the retailer. 68% of consumers who posted a complaint or negative review on a social networking after a negative holiday shopping experience got a response from a retailer. Of those: 18% 33% turned into loyal customers turned around and posted a positive review 50% of consumers say great customer service/experience influences their decision to buy from a specific online retailer After a positive shopping experience, 31% purchased more from the retailer 28% of consumers looking for information or support with online shopping researched what other customers said on social networking and reviews websites 4
5 Happy Customer = Brand Advocate For those consumers that had a positive holiday shopping experience with an online retailer during the past holiday shopping season, 21% recommended the retailer to friends. 13% posted a positive online review about the retailer. To support consumer brand advocacy, it is imperative that retailers ensure the information on their website is accurate and consistent. The survey found that 38 percent of consumers turned to the retailer s website for information or support with online shopping. However, one of the top frustrations consumers had when shopping online was a lack of consistent information from retailers. Specifically, 22 percent of consumers were frustrated by information that was inconsistent between the retailer s website and customer service agents. 21% of consumers that have great customer experiences recommend the retailer to friends For further research on how customer experiences impact the bottom line including that 85% of consumers said they would be willing to pay anywhere between 5-25% over the standard price to ensure a superior customer experience check out the Customer Experience Impact Report Our solutions: Be social with us: RightNow.com Twitter Facebook YouTube LinkedIn RightNow Blog 5
6 ABOUT RIGHTNOW RightNow is helping rid the world of bad experiences one consumer interaction at a time, eight million times a day. RightNow CX, the customer experience suite, helps organizations deliver exceptional customer experiences across the web, social networks and contact centers, all delivered via the cloud. With more than ten billion customer interactions delivered, RightNow is the customer experience fabric for nearly 2,000 organizations around the globe. To learn more about RightNow, go to RightNow is a registered trademark of RightNow Technologies, Inc. NASDAQ is a registered trademark of The NASDAQ Stock Market LLC. METHODOLOGY This survey was conducted online within the United States by Harris Interactive on behalf of RightNow Technologies, Inc. via its Quick Query omnibus product between January 25-27, 2011 among 2,516 adults (aged 18 and older), of whom: 1,605 shopped online during the most recent holiday season (defined as the period between Halloween and New Year s); 1,556 had positive experiences with online retailers; and 898 had negative experiences with online retailers. Figures for age, sex, race/ethnicity, education, region and household income were weighted where necessary to bring them into line with their actual proportions in the population. Data are weighted to be representative of the national population of online adults. All sample surveys and polls, whether or not they use probability sampling, are subject to multiple sources of error which are most often not possible to quantify or estimate, including sampling error, coverage error, error associated with nonresponse, error associated with question wording and response options, and post-survey weighting and adjustments. Therefore, Harris Interactive avoids the words margin of error as they are misleading. All that can be calculated are different possible sampling errors with different probabilities for pure, unweighted, random samples with 100% response rates. These are only theoretical because no published polls come close to this ideal. Respondents for this survey were selected from among those who have agreed to participate in Harris Interactive surveys. The data have been weighted to reflect the composition of the adult population. Because the sample is based on those who agreed to participate in the Harris Interactive panel, no estimates of theoretical sampling error can be calculated. 6
2014 Pre-Hurricane Season Harris Online Survey
2014 Pre-Hurricane Season Harris Online Survey ABOUT THE SURVEY Contact : Anna Alexopoulos (850) 385-7233 XT 114 Cell 954.647.7059 Below are the topline results from an online survey of 2,112 adults, age
More informationStress in America Dallas Report
Stress in America Report Prepared for: The American Psychological Association Prepared By: Harris Interactive Inc. Public Affairs and Policy 1 of 11 Table of Contents Methodology and Sample Page 3 Notes
More informationNearly Half Of U.S. Adults Perk Up Their Travel With An Airline, Hotel, Or Travel Card Rewards Program
Press Contact: Corporate Communications The Harris Poll 212-539-9600 Press.TheHarrisPoll@Nielsen.com Nearly Half Of U.S. Adults Perk Up Their Travel With An Airline, Hotel, Or Travel Card Rewards Program
More informationTHE PRINCIPAL FINANCIAL WELL-BEING INDEX. May 2015
THE PRINCIPAL FINANCIAL WELL-BEING INDEX SM May 2015 1 STUDENT LOANS About two in five (39%) employees took out student loans to pay for their college education. Another two in five (41%) say they did
More informationAmericans Not Taking Advantage of New Smart Phone Capabilities Younger adults and men are most comfortable with new functions
Press Contact: Corporate Communications Harris Interactive 212-539-9600 press@harrisinteractive.com Americans Not Taking Advantage of New Smart Phone Capabilities Younger adults and men are most with new
More informationPublic Schools are Improving Their Grades, but Private Schools Remain at the Head of the Class
Press Contact: Corporate Communications The Harris Poll 212-539-9600 Press.TheHarrisPoll@Nielsen.com Schools are Improving Their Grades, but Schools Remain at the Head of the Class NEW YORK, N.Y. Americans'
More informationTHE WORK-LIFE IMBALANCE REPORT PRESENTED BY WORKFRONT // APRIL 2015
THE WORK-LIFE IMBALANCE REPORT PRESENTED BY WORKFRONT // APRIL 2015 ABOUT THE REPORT This survey was conducted online within the United States between February 3-5, 2015 among 2,016 adults (aged 18 and
More informationINCREASE YOUR VISIBILITY. IMPROVE YOUR REPUTATION.
214 INTERACTIVE CONTACT DREW PICKARD 214-991-1298 DIRECT DREW@214INTERACTIVE.COM INCREASE YOUR VISIBILITY. IMPROVE YOUR REPUTATION. LET US HELP YOU SHOW UP AND SHOW OFF. 214 INTERACTIVE IS A FULL SERVICE
More informationMay 2012. 2011 Customer Experience Index Report: The Era of Impatience Clock Ticking on Paying Lip Service to Customer Experience
May 2012 2011 Customer Experience Index Report: The Era of Impatience Clock Ticking on Paying Lip Service to Customer Experience EXECUTIVE SUMMARY In September 2011, RightNow Technologies commissioned
More informationMicrosoft Get It Done Survey of Office Workers
Microsoft Get It Done Survey of Office Workers Executive Summary and Survey Results Presented by: Harris Interactive Public Relations Research November 2013 About the Survey Survey Method This survey was
More informationThe 2009 Consumer Financial Literacy Survey Final Report. The National Foundation for Credit Counseling
The 2009 Consumer Financial Literacy Survey Final Report Prepared For: The National Foundation for Credit Counseling Prepared By: Harris Interactive Inc. Public Relations Research Summary At this time
More informationThe Costly Truth About Pay-TV Subscriptions
A Survey about Pay TV and Local Broadcast Television For: TVFreedom.org Research Conducted By: Harris Poll 1 PAY TV SURVEY: Research Method and Note about the Report Research Method The survey was conducted
More informationCX: HARNESSING THE CONSUMER REVOLUTION
CX: HARNESSING THE CONSUMER REVOLUTION This is every executive s worst nightmare. Not only is the customer unhappy and likely never to come back again, but he s telling a few thousand people on Twitter
More informationThe Power Benefit Series: KNOWLEDGE IS POWER. Using Voluntary Benefits that Empower Employees with Education. A Purchasing Power White Paper
The Power Benefit Series: KNOWLEDGE IS POWER Using Voluntary Benefits that Empower Employees with Education A Purchasing Power White Paper www.purchasingpower.com 1Book Book 1 in the The Power Benefit
More informationA Study About Identity Theft
A Study About Identity Theft Prepared For: The National Foundation for Credit Counseling Prepared By: Harris Interactive Inc. Public Relations Research 1 INTRODUCTION AND METHODOLOGY This Identity Theft
More informationReputation Management for Local Businesses: Protect Your Image
By: James Iannelli RI Reputation Management www.reputationmanagementri.com (401) 316-2931 1 Introduction As a business owner, you already know that managing a business is a LOT of work; from keeping the
More informationThe Case for Better Document Collaboration. Findings from Harris Interactive Knowledge Worker Survey, Commissioned by Perforce Software
The Case for Better Document Collaboration Findings from Harris Interactive Knowledge Worker Survey, Commissioned by Perforce Software 83% of knowledge workers* lose or waste time each day on document
More informationThe following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into
The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material,
More informationTHE PRINCIPAL FINANCIAL WELL-BEING INDEX
THE PRINCIPAL FINANCIAL WELL-BEING INDEX SM Business Owners February 2016 Staff Additions in the Past 12 Months Almost two out of three (65%) business owners have made staff additions in the past 12 months
More informationHow to Catapult your Contact Center through the Next Wave of Customer Expectations. Steve McKinney Customer Experience Designer COMPLEX SYSTEMS ONE
How to Catapult your Contact Center through the Next Wave of Customer Expectations. Steve McKinney Customer Experience Designer COMPLEX SYSTEMS ONE The New World of Customer Service The New World of Customer
More informationPearson Student Mobile Device Survey 2015
Pearson Student Mobile Device Survey 2015 National Report: College Students Report date: Revised June, 2015 Conducted by Harris Poll This report contains public findings Table of Contents Background &
More informationProtect Your Business
www.smallbusinessmarketingaustralia.com Bronwyn@smallbusinessmarketingaustralia.com www.smallbusinessmarketingaustralia.com Page 1 What is Your Online Reputation? Your online image is NOT just your business
More informationReputation Management
Reputation Management How to Take Ownership of Your Properties Online Reputation Introduction Are you managing your online reputation or is it managing you? 02 It s estimated that 60 percent of a company
More informationE X E C U T I V E S T R A T E G Y S E R I E S. CUSTOMER EXPERIENCE Empowering People. Powering Brands.
E X E C U T I V E S T R A T E G Y S E R I E S CUSTOMER EXPERIENCE Empowering People. Powering Brands. Introduction The digital revolution is creating a new experience revolution, transforming everyday
More informationCustomer Experience Report Australia New Zealand
Customer Experience Report Australia New Zealand 2010 Sponsored by RightNow RightNow Technologies Level 4 107 Mount Street North Sydney NSW 2060 Australia +61 (0) 2 8198 13 00 (tel) +61 (0) 2 8198 13 53
More informationPearson Student Mobile Device Survey 2013
Pearson Student Mobile Device Survey 2013 National Report: College Students Conducted by Harris Interactive Field dates: January 28 February 24, 2013 Report date: April 17, 2013 Table of Contents Background
More informationPearson Student Mobile Device Survey 2014
Pearson Student Mobile Device Survey 2014 National Report: College Students Conducted by Harris Poll Field dates: February 13 March 12, 2014 Report date: May 16, 2014 Table of Contents Background & Objectives
More informationWhite Paper Service Excellence: Transforming the Customer Experience
White Paper Service Excellence: Transforming the Customer Experience Telephone: +44 (0)20 7960 4197 Email: info@makepositive.com makepositive.com Are we really getting the most from technology? Hello from
More informationBest Practices. for Social Media Marketing Success
10 Best Practices for Social Media Marketing Success In the evolving world of social media marketing, it can be hard for a time-starved small business or organization to keep pace and know what to do when
More informationPearson Student Mobile Device Survey 2014
Pearson Student Mobile Device Survey 2014 National Report: Students in Grades 4-12 Conducted by Harris Poll Field dates: February 13 March 12, 2014 Report date: May 9, 2014 Table of Contents Background
More informationSOCIAL MARKETING GOES MAINSTREAM
211 SOCIAL MARKETING SURVEY SOCIAL MARKETING GOES MAINSTREAM BY BRIAN QUINTON What s the tipping point when a channel morphs from niche tactic to mainstream marketing tool? It s arbitrary, but 75% seems
More informationThe new customer experience Drive value by building strong customer loyalty and advocacy
The new customer experience Drive value by building strong customer loyalty and advocacy The new customer experience of the average buying experience is based on how the customer feels he or she is being
More informationTurn Your Social Buzz into a Loud Roar
Turn Your Social Buzz into a Loud Roar 10 Strategies for Social Media Marketing Success 2011 Constant Contact, Inc. 11-2318 BEST PRACTICES Guide Social Media MARKETING In the evolving world of social media
More informationHow To Use Social Media To Improve Your Business
IBM Software Business Analytics Social Analytics Social Business Analytics Gaining business value from social media 2 Social Business Analytics Contents 2 Overview 3 Analytics as a competitive advantage
More informationYour guide to using new media
Your guide to using new media A comprehensive guide for the charity and voluntary sector with tips on how to make the most of new, low cost communication tools such as social media and email marketing.
More informationBricks And Clicks A Look At Today s Retail Marketing Trends
Bricks And Clicks A Look At Today s Retail Marketing Trends A Quick and Easy Guide to Digital Advertising for Local Businesses TABLE OF CONTENTS 3 4 7 11 The New Customer Path to Purchase The Rise of Mobile
More information6 SECRETS TO OFFERING EXCEPTIONAL CUSTOMER SERVICE. 2013 salesforce.com, inc. All rights reserved.
6 SECRETS TO OFFERING EXCEPTIONAL CUSTOMER SERVICE 2013 salesforce.com, inc. All rights reserved. > Intro INTRODUCTION The vast majority of people are not experiencing great service. Nearly a third of
More information2011 Customer Experience Impact Report. Getting to the Heart of the Consumer and Brand Relationship
2011 Customer Experience Impact Report Getting to the Heart of the Consumer and Brand Relationship Today, consumers call the shots. With globalization and the internet providing nearly unlimited choices,
More informationGE Capital The Net Promoter Score: A low-cost, high-impact way to analyze customer voices
GE Capital The Net Promoter Score: A low-cost, high-impact way to analyze customer voices The Net Promoter Score: A low cost, high impact way to analyze customer voices GE Capital s Net Promoter survey
More informationRIGHTNOW GUIDE: Reputation Management
RIGHTNOW GUIDE: Reputation Management Matthew Lees, Social Media Consultant and Analyst 2010 RightNow Technologies. All rights reserved. RightNow and RightNow logo are trademarks of RightNow Technologies
More informationConsumer Views of Live Help Online 2012: A Global Perspective
RETAIL Consumer Views of Live Help Online 2012: A Global Perspective A consumer research study commissioned by Oracle March 2012 e Retail Talk SurVey BACkGrOund RETAIL In the fall of 2011, Oracle Retail
More informationCommissioned by Microsoft Corp.
STEM Perceptions: Student & Parent Study Parents and Students Weigh in on How to Inspire the Next Generation of Doctors, Scientists, Software Developers and Engineers Commissioned by Microsoft Corp. Introduction
More informationDEVELOPING A SOCIAL MEDIA STRATEGY
DEVELOPING A SOCIAL MEDIA STRATEGY Creating a social media strategy for your business 2 April 2012 Version 1.0 Contents Contents 2 Introduction 3 Skill Level 3 Video Tutorials 3 Getting Started with Social
More informationHow retail investors in Australia view the importance of social and digital media channels
How retail investors in Australia view the importance of social and digital media channels nightingale communications Published March 2013 How was the research conducted? What did we find? nightingale
More informationSELL SOLD GRANT CARDONE OR BE HOW TO GET YOUR WAY IN BUSINESS AND IN LIFE
SELL OR BE SOLD HOW TO GET YOUR WAY IN BUSINESS AND IN LIFE GRANT CARDONE Preface Since writing my first book, Sell To Survive, which was self-published, I have written three other books: The Closer s
More informationDoes investing in social media create business value?
Does investing in social media create business value? A study of the impact of exposure to social media on sales and brand perception Irfan Kamal Senior Vice President Ogilvy & Mather Dr. Walter Carl Founder,
More informationCourse 1: Getting Started on Facebook for Business
54 St James Street Course 1: Getting Started on Facebook for Business This practical session is an introduction to Facebook. Working hands on in our IT suite we will work together step by step to set up
More informationTrends on Mobile Use This Holiday Season
A NIELSEN/HARRIS POLL ABOUT CONSUMERS AND MOBILE MARKETING Trends on Mobile Use This Holiday Season KEY INSIGHTS 1 SMARTPHONE OWNERS ARE USING THEIR PHONES THIS HOLIDAY SEASON: 3 out of 4 smartphone owners
More information2 nd Annual Social Media Study
2 nd Annual Social Media Study Contact: Aliza Freud CEO & Founder, SheSpeaks aliza@shespeaks.com October 20, 2009 Study Overview In 2008, we conducted a survey of our SheSpeaks members, to understand their
More information2011 AT&T Business Continuity Study Atlanta Results
Business Continuity 2011: Atlanta Market 2011 AT&T Business Continuity Study Atlanta Results Methodology The following results are based on an online survey of 100 Information Technology (IT) executives
More information2016 CANADIAN SOCIAL MEDIA MONITOR. Simplified Understanding
2016 CANADIAN SOCIAL MEDIA MONITOR Simplified Understanding May 2016 Canadian Social Media Monitor 2016 Background Insights West s Canadian Social Media Monitor highlights for Canadian marketers key trends
More informationIt s about Customer Experience not Customer Service. By Phil Gerbyshak
It s about Customer Experience not Customer Service By Phil Gerbyshak As companies have improved processes and gained greater efficiencies, one key area has suffered: customer experience. Customer experience
More informationEmerging Consumer Engagement Models in Healthcare
An egain White Paper Emerging Consumer Engagement Models in Healthcare Better Healthcare Journeys by Design 2015 egain Corporation. All rights reserved. Changing healthcare industry landscape The Patient
More information2011 AT&T Business Continuity Study London Results
Business Continuity 2011: London Market 2011 AT&T Business Continuity Study London Results Methodology The following results are based on an online survey of 100 Information Technology (IT) executives
More informationHow do members of the MSU community engage online? What it means to engage online is no different than what it means to engage offline.
PAGE 1 OF 7 Introduction The Michigan State University (MSU) Guidelines for Social Media apply to Michigan State University faculty, staff, and student employees and interns who create or contribute to
More informationThe Consequences of Ignoring Your Customers
The Consequences of Ignoring Your Customers A Survey of Consumer Expectations for Customer Service on Social Media Platforms 1. Introduction 2 2. Study 3 3. Findings 4 4. Conclusion 6 5. Appendix: Questionnaire
More informationRIGHTNOW GUIDE: KNOWLEDGE BASE AND SEARCH BEST PRACTICES
RIGHTNOW GUIDE: KNOWLEDGE BASE AND SEARCH BEST PRACTICES Version 1.1 2010 RightNow Technologies. All rights reserved. RightNow and RightNow logo are trademarks of RightNow Technologies Inc. All other trademarks
More informationDon t Leak Leads. Insert Copy Here. How To Identify Leaks & Get More Customers. Insert Copy Here
Don t Leak Leads Insert Copy Here Insert Copy Here How To Identify Leaks & Get More Customers 1 Our Mantra: Don t Leak Leads In the perfect world, getting every prospect to become a customer would be a
More informationVodafone Red Paper Getting closer to your customers Issues Change Solution
Issues Change Solution How to get closer to your customers Communicating with customers on their terms Every channel available The Internet enables easier comparison of companies, particularly of price,
More informationA short guide to Twitter
A short guide to Twitter What is Twitter? Twitter is a micro-blogging communication platform that enables users to send short messages (up to 140 characters) that can be read by anybody else on Twitter.
More informationMARKETING. What is Online Reputation Marketing? Why is ORM Important to your Business? Netforce Performance Marketing - Call Us Today!
ONLINE REPUTATION MARKETING Your reputation is important. Unflattering news, pictures, negative reviews, blog posts, and comments about your person, your business, brand, products and services can be posted
More informationONLINE REPUTATION MANAGEMENT
What is Online Reputation Management? Your online reputation is your image on the Internet. Online reputation management (ORM) is about improving or restoring your name or your brand s good standing. This
More informationThe 2014 Consumer Financial Literacy Survey
The 2014 Consumer Financial Literacy Survey Prepared For: The National Foundation for Credit Counseling (NFCC) Prepared By: Harris Poll 1 Survey Methodology The 2014 Financial Literacy Survey was conducted
More informationStrategies to Improve the Customer Experience 3eBook
Strategies to Improve the Customer Experience 3eBook 2 Three Strategies to Improve the End-to-End Customer Experience (CX) Focus on the following areas to take your customer experience to the next level:
More informationPractice Treatment Plan Dental Marketing presents:
Practice Treatment Plan Dental Marketing presents: Five FREE things you can do to increase NEW PATIENTS in 2015 Introduction As we head into a new year, the Dental Success Team here at Practice Treatment
More informationSOCIAL MEDIA: THE NEW NETWORKING FRONTIER
SOCIAL MEDIA: THE NEW NETWORKING FRONTIER UNLEASH THE POWER Social Media for Your Arbonne Business If Facebook were a country, it would be the fourth largest in the world. More people follow Ashton Kutcher
More informationDelivering Great Customer Experience. Řízení zákaznické zkušenosti aneb boj o zákazníka nejen na sociálních sítích 18.4.2013
1 Delivering Great Customer Experience Řízení zákaznické zkušenosti aneb boj o zákazníka nejen na sociálních sítích 18.4.2013 Daniel Burian CX Solution Architect 2 1 Proč vlastně? 3 Customer Advocacy In
More informationMeasuring your Social Media Efforts
Measuring your Social Media Efforts Measuring your Social Media Efforts Author PR & Social Media Consultant, Sarah Michelle Willis (MCIPR), is a passionate senior strategic PR & Communications professional
More informationCounting the Customer
Counting the Customer The Complete Guide to Dynamite Customer Care Prepared by: Everyone has a reason for loving the brands that they love: the quality product, the short lines, the fun website or the
More informationSocial Media- tips for use and development Useful tips & things to avoid when using social media to promote a Charity.
Social Media- tips for use and development Useful tips & things to avoid when using social media to promote a Charity. This is compilation of some of the advice and guidance found online to help organisations
More informationExceptional Customer Experience AND Credit Risk Management: How to Achieve Both
Exceptional Customer Experience AND Credit Risk Management: How to Achieve Both Lynn Brunner Experian and the marks used herein are service marks or registered trademarks of Experian Information Solutions,
More informationOne-Third (35%) of Canadians Think That Emergency Services Such as Fire or Police Would Respond to a Request for Help Over Social Media
A Majority (54%) of Canadians Would Use Social Media Channels, Such as Facebook or Twitter to Let Their Friends and Family Know That They are Safe in the Event of an Emergency One-Third (35%) of Canadians
More informationto get more customers online
ONLINE MARKETING WITH 25 MARKETING TIPS & TRICKS to get more customers online @ 2015 ReachLocal, Inc. All Rights Reserved. REACHLOCAL is a registered trademark. reachlocal.com 1 In the perfect world, getting
More informationOmni-Channel Customer Service Demands the Intelligent Contact Center
Omni-Channel Customer Service Demands the Intelligent Contact Center Omni-Channel Customer Service Demands the Intelligent Contact Center Table of Contents Omni-Channel Customer Service Demands the Intelligent
More informationSocial Media: An Ocean of Customer Feedback. Living customer centricity in a digital world
Social Media: An Ocean of Customer Feedback Living customer centricity in a digital world Why Are You Here? The value that ICSA provides Customer centricity is not just the hot term Customer satisfaction
More informationREPUTATION MANAGEMENT. Opinions Really Do Matter 3. How Your Contracting Business s Reputation Affects Your Bottom Line 3. The Whole Kit & Caboodle 5
Table " Contents Opinions Really Do Matter 3 How Your Contracting Business s Reputation Affects Your Bottom Line 3 The Whole Kit & Caboodle 5 Integrating Reputation Management into Your Home Improvement
More informationSocial Media Creating an Approach That Will Bring You More Business
2016 National Congress & Expo For Manufactured and Modular Housing Social Media Creating an Approach That Will Bring You More Business Sponsored by: Presented by: Beth Monicatti-Blank All Season Communications
More informationUnderstand how PPC can help you achieve your marketing objectives at every stage of the sales funnel.
1 Understand how PPC can help you achieve your marketing objectives at every stage of the sales funnel. 2 WHO IS THIS GUIDE FOR? This guide is written for marketers who want to get more from their digital
More informationIntro to Digital Marketing
1 Intro to Digital Marketing Presented by In partnership with Coolidge Chamber of Commerce 2 Lions, Tigers and Options, Oh My! Oh my indeed. Between SEO, social media, content based, websites, analytics,
More informationCONTACT CENTER 09: Five Steps to a Lean, Customer-Centric Service Organization
CONTACT CENTER 09: Five Steps to a Lean, Customer-Centric Service Organization 2009 RightNow Technologies. All rights reserved. RightNow and RightNow logo are trademarks of RightNow Technologies Inc. All
More informationContacting respondents for survey research
Contacting respondents for survey research Is email a useful method? Joanna d Ardenne and Margaret Blake November 2012 Background The question Is email a useful way of contacting potential respondents
More informationSocial Media ROI. First Priority for a Social Media Strategy: A Brand Audit Using a Social Media Monitoring Tool. Whitepaper
Whitepaper LET S TALK: Social Media ROI With Connie Bensen First Priority for a Social Media Strategy: A Brand Audit Using a Social Media Monitoring Tool 4th in the Social Media ROI Series Executive Summary:
More information8 WAYS TO BUILD YOUR BRAND USING SOCIAL MEDIA
TIP SHEET 8 WAYS TO BUILD YOUR BRAND USING SOCIAL MEDIA Social media has changed the way our entire world works. Everyone has an equal voice and immediate access to vast networks of friends and followers.
More informationStaying Safe.....on social media and online
Staying Safe.....on social media and online What is this guide about This booklet is about how to keep safe when you are using social media and the internet. Some people get called names, are bullied or
More informationWinning Social Media Marketing Strategy
7 STEPS TO CREATE A Winning Social Media Marketing Strategy A GUIDE BY Introduction Social media was often seen as the wild child of the marketing department the place where interns started their careers
More informationExcellent Customer Service & its Positive Affect on Your Business
Excellent Customer Service & its Positive Affect on Your Business A REPORT FOR MEMBERS OF THE EDUCATION MARKET ASSOCIATION PRESENTED BY RIEVA LESONSKY Rieva Lesonsky SmallBizDaily.com Rieva@SmallBizDaily.com
More informationExclusive new survey findings point to the priorities and investments retailers are planning for over the next 36 months. Forward-looking results
Exclusive new survey findings point to the priorities and investments retailers are planning for over the next 36 months. Forward-looking results unveil the internal goals and external pressures driving
More informationThree Benefits You Gain by Managing the Customer Journey
Three Benefits You Gain by Managing the Customer Journey TABLE OF CONTENTS Three Benefits to Focusing on CX and Customer Journeys...1 Overcoming Roadblocks on The Path to Great Experiences...4 Keys to
More informationGlobal Insights on Succeeding in the Customer Experience Era. Copyright 2013, Oracle and/or its affiliates. All rights reserved.
Global Insights on Succeeding in the Customer Experience Era 1 Contents Introduction 3 Methodology 4 Executive Summary 6 Findings 7 Our Take 16 Industry & Regional Appendix 18 2 Introduction Today s consumers
More informationHow To Be Successful With Social Media And Email Marketing
Brought to you by: ExtremeDigitalMarketing.com B2B Social Media + Email Marketing: Rock Solid Strategies For Doing It Right! Businesses Connecting With Businesses Through The Power Of Social Media! By
More informationBuilding Loyalty With Strong Customer Service
Table of Contents Introduction... 3 Communication Best Practices... 3 Improve Customer Service With Technology... 4 Addressing Customer Complaints... 4 Gathering Feedback... 4 Conclusion... 5 2 Introduction
More informationA Survey about Financial Literacy Among the U.S. Military
A Survey about Financial Literacy Among the U.S. Military Prepared For: The National Foundation for Credit Counseling (NFCC) Prepared By: Harris Poll 1 NFCC Financial Literacy among U.S. Military Survey
More informationSocial Engagement Best Practices. An ebook for Customer Experience Professionals Brought to you by NewBrand
Social Engagement Best Practices An ebook for Customer Experience Professionals Brought to you by NewBrand Executive Overview Your online reputation matters, now more than ever. But you can impact that
More informationBusiness Mastery: Smart Strategies Every Business Owner Needs to Promote, Protect and Prosper
Business Mastery: Smart Strategies Every Business Owner Needs to Promote, Protect and Prosper Susan Wilson Solovic Sponsored by: AT&T 2012 Susan Wilson Solovic, all rights reserved Business Mastery: Smart
More informationSalesforce Advertising Index
Salesforce Advertising Index Annual Report 2015 Table of Contents Introduction Executive Summary Facebook Trends Instagram Trends Twitter Trends LinkedIn Trends Credits & Appendix 1 2 3 10 11 12 13 Introduction
More informationSee how social media listening and engagement can help your business
See how social media listening and engagement can help your business In a socially connected world, engagement with your customers can happen anywhere or anytime. Microsoft Social Engagement puts powerful
More informationB2B BUYER S SURVEY REPORT
THE 2015 B2B BUYER S SURVEY REPORT HOW CONTENT AND SOCIAL MEDIA ARE IMPACTING THE BUYER S JOURNEY Sponsored by Survey Report THE 2015 B2B BUYER S SURVEY REPORT 2 BUYERS TURN TO ANALYSTS, PEERS & OTHER
More informationRIGHTNOW GUIDE: EMAIL MARKETING BEST PRACTICES
RIGHTNOW GUIDE: EMAIL MARKETING BEST PRACTICES Version 0.5 2010 RightNow Technologies. All rights reserved. RightNow and RightNow logo are trademarks of RightNow Technologies Inc. All other trademarks
More informationUC Small Farm Program Agritourism Webinar Series. Social Media Kristin York - Instructor June 2, 2016
UC Small Farm Program Agritourism Webinar Series Social Media Kristin York - Instructor June 2, 2016 2 3 Where to Start 4 Source: Pew Research Center Website Yelp and TripAdvisor Facebook Youtube and Google
More information