Social Media

Social media and customer engagement specialist Richard Sedley joins Foviance.

This article, written by Guy Stephens, was originally published on BeingGuy1067 on 7/12/10 and is republished here with permission.

I’ve been reading about the use of Klout within a customer service context, in particular Assistly’s decision to adopt Klout as their ‘standard for determining online influence‘.

This move, along with the increasing use of sentiment within customer service, continues the ongoing blurring of the lines between customer service and marketing. Silos are being eroded at the point at which social cuts across them. Read more…

This article, written by Guy Stephens, was originally published on BeingGuy1067 on 6/12/10 and is republished here with permission.

I first spoke with Anjali back in 2009 when I was working at The Carphone Warehouse and she Tweeted about a problem she was having difficulty resolving. I got in touch with here via Twitter and eventually we managed to resolve the issue. Anjali went on to write a blog about her experience – Carphone Warehouse on Twitter: Customer Service with a Virtual Smile. Read more…

This article, written by Neil Mason, was originally published on Clickz.com on 11/10/10 and is republished here with permission.

Fragmentation, optimisation and integration. Those were the themes that stood out for me at last week’s Emetrics Marketing Optimization Summit in Washington DC. First of all I was reminded that “web analytics” is not was it used to be, it’s an increasingly complex space. Secondly, I was shown some great evidence about what’s really required to be an optimisation orientated organisation and finally we’re beginning to see some case studies from organisations that have made the investment in multi-channel data and the benefits they’re accruing from that. Read more…

Gap this week announced a new logo, and all they had to say about it  (this only after a social media storm was unleashed around it) – is that after 20 years, it was time for a change. To put things in perspective, the “old” Gap logo is something of a branding icon – the 84th most-valuable brand in the world, according to Interbrand’s 2010 study, valued at nearly $4 billion on its books. Read more…

Social Media is changing the balance of power in business, offering customers with a new channel through which to voice opinions and engage brands, while also providing a new channel for the sales and marketing mix.

Today, a Google search for ‘social media’ will return around 625,000,000 results. Social networking leader Facebook has over 500 million members and has grown by 40% increase in the last six months alone. Microblog site Twitter has 105 million user accounts. There are around 126 million blogs online (as tracked by BlogPulse) with 70% discussing brands.

In a new Foviance whitepaper, we look at ‘Social Media and Customer Experience: a perspective on the landscape’. We examine who uses social media, its impact on business, how companies are beginning to engage via these new platforms, and how we can expect social media to evolve in the future.
To download the whitepaper a valid e-mail address is required, however Foviance will not contact you unless you specifically request it.

A new Foviance whitepaper released,looking at ‘Social Media and Customer Experience: a perspective on the landscape’. Examining who uses social media and its impact on business.

As part of the events being held around the UK to mark National Complaints Day on Thursday 12th August, Foviance has organised a roundtable event to discuss the emerging impact of social media on complaints and customer service.

The roundtable brings together senior customer service managers and decision-makers from the world of finance, telecoms, regulatory bodies and travel including BT, Ministry of Justice, Society of Consumer Affairs in Europe, PayPal UK, Thomas Cook, together with Beyond Philosophy, 6Consulting and Foviance. Read more…