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Customer service plays a significant role in the overall customer experience. This survey from over a year ago is an extensive survey on the effects of bad customer service. The outcomes aren’t surprising as 67% indicated that they ended a business relationship after a poor experience with customer service. Of those people, 61% took their business to a competitor. What this boiled down to was an average of $243 in lost business per customer, per year.
Empire Avenue: The Echo Chamber of Commerce?
May 3, 2011 By 2 Comments
Whenever you ask someone to think of stock trading, they always picture this image: men acting frantically with pieces of paper in one hand and a phone in the other while being surrounded by a gazillion screens displaying the latest risers and fallers.
The truth is that floor traders are threatened with extinction as computerized trading has increasingly replaced them. Computers don’t give a damn about the long-term outlook of a stock or a portfolio, but are programmed to react to minute price changes in microseconds. Systematic trading netted a guy like Dr. Jim Simons of Renaissance Technologies a whopping $2.8 billion in 2008.
Don’t get me wrong, this is not a rant against systematic trading. In fact, now there’s a way to relive the old days of trading. Sort of.
Come Rock Out At The Customer Service Seminar 2011
April 26, 2011 By Leave a Comment
On Thursday, May 26, Accenture and Tele’Train will host the Customer Service Seminar. It’s a one-day event on online customer interaction and behavior with a focus on social business.
The line-up is filled with people from various businesses eager to share their thoughts and experiences. Learn how social business is applied at companies like KLM and Microsoft. Xaviera Ringeling, Fred Zimny and Arjen Hof will give useful pointers on social media and customer service. Oh, and I’ve been asked to perform some tricks too.
The best part: we’re doing it for free. So head over to this page now and reserve your seat!
Why Facebook’s User Numbers Are Inflated
April 19, 2011 By 4 Comments
If there’s one thing that Facebook has many people mesmerized about, it’s their user count. Between December 2004 and January 2011, Facebook grew from one million users to 600 million users. If you’d like to continue to be mesmerized as if you’re staring at a unicorn, today’s count is over 656 million.
I don’t question the count, I question the messaging. It’s always been made to sound as if those 600-whatever million people are unique users. They’re absolutely not all unique and I’ll explain why.
Making Sense Of Facebook Advertising
April 12, 2011 By Leave a Comment
As Facebook continues to grow, there’s an increasing number of brands advertising on Facebook. The number of Facebook advertisers in 2010 quadrupled compared to 2009, advertising revenue doubled in 2010, ad prices were raised by 40% this year, and Facebook is expected to serve over 80 billion ads per month. The key question is obviously: should you advertise on Facebook?
Let’s take a closer look at Facebook advertisements, how well they perform, what you should be doing and what you definitely shouldn’t be doing.