Sprinklr, the Customer Experience Management (CXM) platform for modern enterprises, partnered with Twitter to publish the report, From AM to DM: Twitter customer care in a 24/7 world. Based on an analysis of nearly half a billion Tweets from the
Data from customer communications platform, Gnatta (https://gnatta.com), show that customers are moving away from Twitter for customer service queries, favouring webchat and Facebook (including Facebook messenger) as the preferred means of communication with brands. Gnatta processes more than two million
According to Harvard Business Review the volume of tweets targeted at brands and their Twitter service handles grew 2.5 times from 2013-215. Similarly, the percentage of people who have used Twitter for customer service leapt nearly 70%, from 22% to
Now as high-tech as it is high-fashion, excitement around London Fashion Week is as much about the new collections as it is the innovative technologies and strategies being employed to show and promote them. While it’s now expected that designers
Christmas supermarket sale success can be correlated to an increase in two categories of Twitter followers, according to new research from Starcount, the predictive insight company. After analysing the followers of seven major supermarkets, including Aldi, Asda, Marks & Spencer, Morrisons,
Brandwatch has launched a retail sector report examining the social media performance of 60 of the top US and UK retailers. It includes the likes of John Lewis, Tesco and New Look plus case study information on Argos and IKEA. Key findings: Facebook Activity levels In one week,
Burberry has topped a list of the most tweeted designers at London Fashion Week, according to an analysis by Hotwire PR, which examined the key trends driving conversations around the show. The study reveals that designer’s use of fashion technology played
Aldi, John Lewis and Harrods would be the most successful supermarket, high street and luxury brand respectively if performance was based on social media effectiveness according to research from online advertising specialist RadiumOne. It gave retail brands rankings based on their social
Foodservice chains in the UK are not engaging with their consumers and suppliers via social media, potentially impacting brand loyalty and repeat purchases, a study of 85 leading brands by Visceral Business and Synthesio has found. The Social Food Brand Study 2013, which
James Hall, associate at Charles Russell LLP, claims it is increasingly important for companies to have a comprehensive and up-to-date social media policy for employees Managing and controlling social media activity Social media has rapidly become a fact of life,
Retailers can expect more change in 2013. From social media to reputation management, phishing attacks and dot shop, Ed Meikle, partner in the retail group at business law firm, DWF, claims reacting to change will no longer be enough Brand
Consumers want the same customer experience from online and offline shopping and retailers must deliver by ensuring their data strategy is in tune in order to provide a personalised shopping experience, says Martin Philpott, head of retail at information management services consultant, IMGROUP
Hillier Garden Centres is launching a social media strategy across its 13 UK stores following a pilot, which raised its profile among local shoppers. The company has appointed SocialRetail.co.uk, a retail consultancy and training provider, to audit and implement the project.
In a new opinion column on Retail Times, Stephen Dunnigan, country manager, UK and Ireland, at business intelligence firm, MicroStrategy, claims retailers can make more effective use of Facebook with a data-driven approach Facebook has been a key marketing tool
Search Engine Optimisation (SEO) company Hit Search, reports it is focusing its services to online fashion retailers enabling them to take advantage of current online trends. The emergence of platforms such as Google+ and Video Search, Facebook local search listings,
Nearly half of UK consumers interact with brands on Facebook and nearly a quarter of those are more likely to make a purchase from that brand, according to a new study by global interactive marketing provider ExactTarget. Based on more than
UK retailers are failing to use the micro-blogging website, Twitter, for business purposes, according to new research by Virgin Media Business. Its survey, which coincides with Twitter’s fifth birthday on 15July 2011, explores retailer use of the social networking channel.
European retailers plan to increase the number of online channels they sell through as the industry looks to maximise revenues in an increasingly competitive economy. That’s one of the key findings of research, conducted by e-commerce specialist ChannelAdvisor at the ChannelAdvisor Catalyst
The UK’s top 25 retailers are largely unresponsive when it comes to engaging on social media channels, according to a study from internet consultancy and technology company Auros. Despite retailers making a clear investment in social media, with four in
New research reveals nine in 10 UK internet users are using social media. According to comScore, of the 38.2m people age 15 and over who went online in May 2010, nine out of 10 visited at least one social networking
Starbucks is poised to become the world’s first consumer brand to achieve 10m fans (or ‘likes’) on Facebook – or on any single social network, according to the London-based social media metrics company Famecount. At 10am GMT Starbucks had 9,983,738 fans
