“Historically, customer expectations for phone support are far different than those for email support. When you use the phone, you expect a synchronous response – even if hold times can become excruciatingly long. Email is different. You send a support email (or fill out a contact form), and you expect a response in a few…
Link: Why You’re Pissing Off Half Your Facebook Fans Research shows: 51% of consumers expect the company to send them marketing messages after ‘liking’ the brand on Facebook 40% of consumers do not expect the company to send them marketing messages after ‘liking’ the brand on Facebook 9% aren’t sure what to expect Whoa. Even…
Link: Why Social Media Has Ruined Your Advantage “Speed and brevity are the twin rails of technology and customer interaction.” “… the responsiveness expectations your customers place upon you in social media will continue to heighten … This creates a problem even bigger than speed.” by Jay Baer on Convince & Convert blog
Link: Following Brands on Twitter Increases Purchase Intent [STUDY] “People who follow brands on Twitter are more likely to both buy and recommend those brands’ products, according to a recent study of online consumer behavior.” The article states the percentages for each consumer behavior, and also compares to a different study regarding liking a brand…
Link: Have you updated your business model? Drew makes us stop and look, shares some great recent examples of companies that have not updated their business model to the customer realities of today, and then makes us look at ourselves. Gone are yesteryear’s low expectations and patience. by Drew McLellan (@DrewMcLellan)
Link: Is Social Conversation a Myth? Bemoaning the lack of “conversation” in social media, describing what *is* happening instead, talking about expectations, settling or not, technology implications, and the whole “conversation thing” …. or should something else be the goal? by Jay Baer, @jaybaer, with quotes from Mitch Joel, Joseph Jaffe, and Beth Harte.
