Category Archives: Social Media Research

More Signs of Decline in Brand Relevancy

Last week I was shopping for a new Bluetooth headset for my phone after my trusted Motorola¬† betrayed me in the middle of an important call with a client. It did not quite dropped dead, it just “ceased to be”, … Continue reading

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In Defense of Anecdotal Evidence

During the last two decades traditional retail business has experienced a disruption similar to an earthquake delivered by the proliferation of ecommerce. That earthquake caused tsunami-like floods of online customer reviews describing personal experiences with specific products. Those retailers, who … Continue reading

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Social Media Research of Customer Experience is a Smart Marketing investment

Listening to customers through social media channels, is a well established practice for support of ¬†Customer Service and PR business processes. Marketing organizations are less known for their successful attempts to use social media to engage customers. Many of these … Continue reading

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Message to CX profession – Transparency begets trust

I get requests to complete surveys quite often. They come from my bank, after in branch transactions, websites I visited, customer service of my credit cards and cable providers. They all want to know how I would score whatever is … Continue reading

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Why Brands Often Fail at the Zero Moment of Truth

Google introduced this term to describe the impact of online information, i.e. social media reputation, on the intent of a potential customer to engage with a brand. According to the research that influence, and consumer dependence on it,¬† are growing … Continue reading

Posted in Customer Experience CX, Social Media Research | Tagged , , , , | 2 Comments