If a customer purchases from you again, it means that they have been satisfied by your product or service. According to a study, after a positive customer experience, 69% of Americans would recommend that company to others, while 58% of Americans following a negative customer experience would never use that company again. Statistics show that 78% of consumers have bailed on a transaction or not made an intended purchase because of a poor service experience. … [Read more...] about 5 Tips for Amazing Customer Service
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Businesses Using Facebook Messenger The usefulness of this feature would depend on how businesses are able to leverage it. Some may have greater success with it than others, but it is not difficult to appreciate that a private messaging platform that helps businesses improve their response time and create a personal equation with customers can be a welcome factor in enhancing the overall experience of customer service on social. … [Read more...] about Facebook Messenger for Social Customer Service
As I’ve noted before, there are tons of very smart people at Google, so I’m sure that there are a lot of people over there that could come up with a better conditional logic chart than the one above! But, let’s face it, the current system wastes everyone’s time, is unfair to innocent advertisers, and hurts Google’s revenue and brand – there simply has to be a better solution out there. … [Read more...] about Can Google AdWords Customer Service Be Saved?
Although there were so-called “virtual assistants” before Siri, consumers had only limited experience with them and may not have even realized what they were dealing with at the time. United Airlines’ “virtual agent” Alex is one such automated assistant, though it doesn’t use speech and currently doesn’t work on mobile devices. … [Read more...] about Nuance’s Nina Is Siri For Enterprise Customer Service
Matt McGee is the Editor-In-Chief of Marketing Land and Search Engine Land. His news career includes time spent in TV, radio, and print journalism. After leaving traditional media in the mid-1990s, he began developing and marketing websites and continued to provide consulting services for more than 15 years. His SEO and social media clients ranged from mom-and-pop small businesses to one of the Top 5 online retailers. Matt is a longtime speaker at marketing events around the U.S., including keynote and panelist roles. He can be found on Twitter at @MattMcGee. You can read Matt's disclosures on his personal blog. You can reach Matt via email using our Contact page. … [Read more...] about Airlines & Telecom Companies Are Best At Facebook Page Customer Service