Posts tagged with Conversocial

Barclays: the disconnect between social and traditional CRM

According to a recent Forrester study, only about 37% of brands scored "good" or excellent in customer service reviews. 

As customers move more and more online for their primary sources, some brands are struggling to create single-view profiles of their customers, and customer satisfaction is dropping.

Companies like Barclays may be a primary example of those who promote themselves as being digitally forward (especially as it moves into the mobile payment space), but are falling behind in their traditional forms of customer service.

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How will the demise of the Facebook Discussion tab affect brands?

Changes to Facebook pages could be bad news for customer service.

It was interesting to see the new study by Martiz Research, which showed that 71% of customers who tweeted a gripe said they never heard back from the company, despite the fact that most of them would have liked to.

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