Consumers wield a considerable power on social media and value transparency, which can make brands vulnerable to negative social media attention. Many often see social media as a tool for holding brands accountable for poor customer service or other behaviors that they see as inappropriate or … Read More

Social media has shifted the balance of power from the brand to the consumer, creating an avenue for two-way conversation between them. … Much of the retail experience depends on customer service and enticing the shopper to look at multiple product offerings, so it's critical that retailers invest in their … …

We again recognise excellence in customer service in The Front Line, in association with Copper Dog. Andrea di Pietrantonio is a sales assistant at Heinemann Duty Free in Bologna Guglielmo Marconi Airport, and is passionate about regional products and particularly wine. In The Foodie Report, … Read More

Within this customer-forward approach, you should identify your most ardent supporters — those brand advocates and social influencers who can organically grow your brand sentiment via social channels. These vital constituencies become collaborators and co-creators who help you design new … Read More

Sure you can delegate the bulk of them to your dedicated support team, but everyone in your organization should answer a few. In addition, you should offer your customers multiple channels to get in touch. Phone, email, social media, live chat, the more you can provide the better. Just remember, …

Social media and messaging apps have changed customer's expectations of a fast response from brands. Instant messaging is expected to be just that, and it's shifting expectations across other channels, too. Customer expectations of response times on social media are more in-line with live chat. Read More

The digital internal social networking tool was launched to further enhance the communication between various departments and the branch … “Last year, we launched our comprehensive 'Baader' employee engagement programme which helped raise morale and raise our customer service levels. Read More

“Just like with any app, you're trying to provide the best overall customer service, so you're trying to serve people the way they want to be served,” O'Donnell said. “Of course, we're never going to be able to compete with your Fortune 500 companies, but from a government perspective, we …

“Delta apologizes to customers on flight 2048 from Minneapolis who were delayed deplaning in Sioux Falls while Delta's ground crews worked to board another flight at an adjacent gate," airline representatives said in a statement. Delta's Sioux Falls crew prioritized an arrival from Atlanta because they … Read More

When The Tribune correspondent, posing as a customer sought 'favours' from her she asked him to reach at a hotel near bus stand. When the correspondent asked her to send pictures of girls, she said she is running the “business” from over four to five mobile phones and each one …