All the World Loves Social Media But Many Love Their Local Networks Best

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Retailers are always looking for ways to take advantage of consumer trends. In this article Oren Levy describes one of the most interesting retail trends, mobile social commerce: this is how consumers shop via social media networks on their smart phones. In order to capitalize on this retailers must not only thoroughly understand Facebook, LinkedIn and Twitter, but also must be aware of the other social media leaders; which varies country to country. Levy goes through many countries describing which social media networks are most popular where. Here are the statistics for Adults in the U.S.
• 71% use Facebook
• 28% use LinkedIn
• 26% use Instagram
• 23% use Twitter

Read the full article at entrepreneur.com.

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4 ways real-time analytics lead to competitive advantages

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Companies in all industries are recognizing the importance of big data and are competing to find the best ways to utilize the information gained. Big data, when combined with traditionally structured data, can help companies create a more complete picture of what goes on in a business over a specific period of time. In this article Mary Shacklett goes through 4 specific ways real-time analytics can lead to competitive advantages; giving companies a head start on its competition. Businesses want data and analytics in real-time so they can respond and make decisions accurately in response to situational trends. Check out the article to see ways real-time big data can help companies interpret customer buying preferences, detect problems, orchestrate/organize logistics, and predict equipment failure.

Read the full article at techrepublic.com.

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Enterprises Playing Catch-up to Rising Customer Expectations

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Everyone is taking notice of the major turning points taking place in the customer care industry. Dan fox describes it as the “official age of the customer” because, the speed at which customer expectations rise now outpaces the speed at which enterprises can keep up. According to Temkin Experience Ratings, for the first time in 5 years customer experience ratings have dropped in 10 out of 19 industries surveyed. In response to this, we are seeing increased budget allocations for contact centers and customer experience technologies. It is crucial for companies to seek ways to improve customer service points because, recent findings report that the revenue impact from a 10% point improvement in a company’s customer experience score can translate into more than $1 billion. Fox also discusses some immediate places to look in order to make high impact improvements to customer service strategies. Some of the most important areas include:
• Adapting a Customer First approach: An increase in customer satisfaction and a reduction in the friction that can occur during each customer interaction, will drive better business metrics
• Understanding that its Mobile First, Contact center second: As the majority of websites are now visited through a mobile device, enterprises need to shift their customer care processes to assume mobile first
• Utilization of the Cloud: Cloud-based solutions offer nimble change processes that can easily drive improved performance and responsiveness. This allows organizations to react quickly to customer feedback driving a stronger customer experience.

Read the full article at business2community.com.

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Four Ways SMBs Need to Adapt for Today’s Mobile Consumers

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It is essential for all companies to adapt to mobile trends, including small business owners who are often reluctant to dive right in to new technologies. Today mobile solutions can help all businesses, regardless of size, reach the next level. Shira Anderson in this post discusses how companies that don’t have strong mobile presences are missing out on significant growth opportunities. She goes on to describe four ways to turn customers’ smartphones into powerful assets for your business.

Read the full article at business2community.com.

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