The document analyzes customer service on Twitter for the top 100 global brands as measured by Interbrand. Some key findings include:
- More brands are maintaining customer service Twitter accounts, and these accounts are more active, responding to customer issues more quickly.
- Customer mentions of brand accounts have increased 41% year-over-year as customers increasingly use Twitter for customer service.
- Top brands respond quickly, with 95% responding within 48 hours and 91% within 24 hours. This meets or exceeds customer expectations for response times.
- Brands employ various response tactics on Twitter, most commonly directing customers to online resources but also apologizing, requesting more information, and directing customers to call or email.
The document discusses customer service on Twitter. Some key findings include:
1) Mentions of dedicated customer service handles increased 44% year-over-year as users have adopted Twitter as a customer service channel.
2) Brands responded to 43% more tweets while average response time increased only 10%, showing brands are improving at managing high volumes of customer service requests.
3) Best practices from top brands include maintaining high response rates, quick response times especially during business hours, and using automated responses to handle large volumes of requests.
As Twitter continues to grow, and see record activity, brand marketers are focusing more and more attention on their audience engagement across the network. As Twitter continues to grow, and see record activity, brand marketers are focusing more and more attention on their audience engagement across the network.
It’s no surprise that B2B and B2C marketers have different goals and strategies. In January, we released new research on the overall state of marketing — including businesses of all sizes and types, based on the responses of 5,000+ global marketers.
Now we’re separating B2B from B2C marketers. Today, we present you with data about B2B trends, goals, and obstacles in 2015 with the 2015 State of B2B Marketing.
Using survey responses from 2,100+ B2B marketers, this report takes a look at what B2B marketers are really thinking and dealing with this year.
This is an overview of research conduced to help businesses understand the impact content has on the experience of the consumer, and the importance of content in increasing life time customer value.
This study analyzed the Instagram activity of the top 100 brands from the Interbrand ranking during Q3 2014. It found that 86% of these top brands now have Instagram accounts, up from 54% in 2012. More brands are regularly posting on Instagram, with 73% posting at least once a week. Both brand activity and user engagement on Instagram have more than doubled over the past year. Media brands were the most active industry, averaging over 60 posts per month, while luxury brands had 100% adoption of Instagram. The study shows that as more top brands join and become more active on Instagram, user engagement continues to grow substantially.
Surprising statistics on how email performs, and does not perform, as a marketing communication channel. This slide share highlights not only the volume of emails we receive, but the necessary components of a perfect email.
The document summarizes key findings from a survey of over 2,100 B2B marketers on trends in B2B marketing in 2015. Some of the top findings include:
- The biggest challenges for marketers in 2015 were new business development, quality of leads, and demand/lead generation.
- 84% of marketers planned to increase their budgets for 2015.
- Content marketing trends finding success included video, podcasting, and paid social media advertising, while native advertising decreased.
- Marketing automation was seen as an effective tactic by 81% of marketers, with lead scoring/nurturing and mobile/social media integration being top features used.
100 sales and marketing stats that will blow your mindMatt O'Connor
This document provides key facts and statistics about various digital marketing strategies including email marketing, social media, SEO, content marketing, blogging, lead generation, and sales. It covers metrics and best practices for each channel such as open rates, click-through rates, and effective times for posting or making calls. The document also includes sources for the information provided at the end.
The document discusses customer service on Twitter. Some key findings include:
1) Mentions of dedicated customer service handles increased 44% year-over-year as users have adopted Twitter as a customer service channel.
2) Brands responded to 43% more tweets while average response time increased only 10%, showing brands are improving at managing high volumes of customer service requests.
3) Best practices from top brands include maintaining high response rates, quick response times especially during business hours, and using automated responses to handle large volumes of requests.
As Twitter continues to grow, and see record activity, brand marketers are focusing more and more attention on their audience engagement across the network. As Twitter continues to grow, and see record activity, brand marketers are focusing more and more attention on their audience engagement across the network.
It’s no surprise that B2B and B2C marketers have different goals and strategies. In January, we released new research on the overall state of marketing — including businesses of all sizes and types, based on the responses of 5,000+ global marketers.
Now we’re separating B2B from B2C marketers. Today, we present you with data about B2B trends, goals, and obstacles in 2015 with the 2015 State of B2B Marketing.
Using survey responses from 2,100+ B2B marketers, this report takes a look at what B2B marketers are really thinking and dealing with this year.
This is an overview of research conduced to help businesses understand the impact content has on the experience of the consumer, and the importance of content in increasing life time customer value.
This study analyzed the Instagram activity of the top 100 brands from the Interbrand ranking during Q3 2014. It found that 86% of these top brands now have Instagram accounts, up from 54% in 2012. More brands are regularly posting on Instagram, with 73% posting at least once a week. Both brand activity and user engagement on Instagram have more than doubled over the past year. Media brands were the most active industry, averaging over 60 posts per month, while luxury brands had 100% adoption of Instagram. The study shows that as more top brands join and become more active on Instagram, user engagement continues to grow substantially.
Surprising statistics on how email performs, and does not perform, as a marketing communication channel. This slide share highlights not only the volume of emails we receive, but the necessary components of a perfect email.
The document summarizes key findings from a survey of over 2,100 B2B marketers on trends in B2B marketing in 2015. Some of the top findings include:
- The biggest challenges for marketers in 2015 were new business development, quality of leads, and demand/lead generation.
- 84% of marketers planned to increase their budgets for 2015.
- Content marketing trends finding success included video, podcasting, and paid social media advertising, while native advertising decreased.
- Marketing automation was seen as an effective tactic by 81% of marketers, with lead scoring/nurturing and mobile/social media integration being top features used.
100 sales and marketing stats that will blow your mindMatt O'Connor
This document provides key facts and statistics about various digital marketing strategies including email marketing, social media, SEO, content marketing, blogging, lead generation, and sales. It covers metrics and best practices for each channel such as open rates, click-through rates, and effective times for posting or making calls. The document also includes sources for the information provided at the end.
The senior care buyer has undergone massive change over the past few years. With infinite access to media, and infinite connectivity we must understand the new foundations for relating to the modern buyer.
2017 Digital Retail Innovation: 9 Areas Retail Marketers are Investing and WhySailthru
Sailthru's research and strategy experts unveil new insights from a 2017 retail marketing trends study. Check out the presentation to learn the top trends fueling marketing programs that are exceeding goals, key areas where retail marketers are investing in innovation, practical applications for where and how AI is being tested and strategic recommendations on how to put these insights into action.
The document is a report summarizing the results of a survey of over 5,000 marketers about their budgets, priorities, and strategies for 2015 across digital channels. Some key findings include:
- 84% of marketers plan to increase or maintain their spending in 2015.
- Top challenges for marketers are new business development, quality of leads, and staying up to date with marketing technology/trends.
- Social media, mobile, and email are seen as core channels, with marketers focusing on metrics like traffic, click-through rates, and customer satisfaction.
The document discusses key findings from a survey on e-marketing trends in India for 2013. Some of the main points are:
- Customer acquisition remains the top marketing goal for over 50% of Indian marketers, though this is declining as customer retention and brand awareness increase.
- Email marketing and social media are seen as the most effective online marketing channels and will receive increased investment. Close to half of emails are expected to be viewed on mobile phones.
- Integrating email, social media and SMS is most commonly used for promotions. Email effectiveness remains high, with 99% of marketers finding it meets goals. Behavioral targeting can increase email impact.
11 Shocking Stats That Will Transform Your Marketing Strategy Sailthru
We teamed up with Forbes to find out which marketers are actually taking advantage of retention and if focusing on retention really pays off. Fasten your seat belts, these results may blow your mind.
The gap between subscriber response and engagement
The gap between mobile and desktop click and CTO rates
The gap between smartphone, desktop and tablet purchases
The document summarizes key findings from a study of Instagram usage among the top 100 global brands in Q4 2014. It finds that more top brands are actively using Instagram, with the average brand posting at least once a week. Engagement is also increasing, with the average post receiving over 20,000 likes and comments. While most brands keep captions short, those that include @mentions see higher engagement. Location tagging and hashtags are underutilized tactics that are tied to more interactions. The study concludes by recommending best practices for brands based on leading examples.
This document summarizes an agenda for an email marketing trends event in 2014. The agenda includes presentations on research findings from an email marketing report, a case study on data-driven personalization from EasyJet, and a discussion of segmentation strategies. Key findings from the research include that email remains critical for marketing, ROI from email has increased to 2500%, and emphasis is growing on data-driven segmentation and personalization. The EasyJet case study shows how using customer data to personalize emails can boost sales. The segmentation discussion cautions that automation requires human input and that reducing contact frequency may hurt engagement and revenue.
30 Conversion Rate Optimization Stats You Should KnowSwayHub
It's no surprise there are loads of stats about conversion rate optimization. Learn some amazing facts about CRO that you can share with your boss and coworkers, or use to inform your own conversion testing.
eMarketer Webinar: Loyalty Marketing—Creating Stickiness in a Mobile WorldDaniel Caridi
Marketers of all stripes know that keeping an existing customer is easier and more lucrative than finding a new one, but fostering loyalty can be tough. Topics in this webinar include: What consumers want from loyalty programs; What marketers can do to increase consumer loyalty; How personalization can contribute to loyalty; How mobile has changed loyalty marketing.
Mobile devices have changed the consumer shopping journey by enabling research and purchasing at every stage. Consumers now use smartphones to initially research products (67% research in-store then buy online), get information while in transit to stores using location-based ads, check product details and wishlists in-store (84% use phones this way), get personalized recommendations, complete self-checkout using mobile payments, and share purchase experiences online (83% rely on social media reviews). Retailers can enhance engagement through mobile apps that integrate these capabilities and remind customers to review purchases, driving continued interaction.
A Beginner’s Guide to Successful Email Mailing In 2021Tool For Bsiness
Email Marketing is a brilliant digital marketing strategy to connect with potential customers. This involves the use of emails for promoting the brand and sells products or services to targeted customers. Toolforbusiness.com
What Do Customers Expect From Today's Customer Services?SurveyCrest
Customers want more than their expectations. Therefore it becomes a never ending challenge for the businesses to keep their customers satisfied all the time. Want to know what customers expect from you these days? Find out here!
eMarketer Webinar: B2B Marketing Automation—What’s New in 2016eMarketer
Marketing automation is no longer a “shiny new toy” for marketers—and that’s a good thing. Adoption continues to grow, and marketers are becoming more sophisticated by adding capabilities like predictive analytics and account-based marketing tools. Topics in this webinar include: Marketers’ current adoption and use of marketing automation platforms; How and why marketing automation platforms are being connected to other systems and data sources; What role marketing automation plays in enabling the buzzed-about practice of account-based marketing; What challenges marketers still need to overcome with marketing automation.
Sailthru did a study this past quarter of consumers across the US, the UK, and Western Europe to identify the drivers of brand loyalty for retailers and media publishers and opportunities for marketers to inspire loyalty, and we’re here to share some of the results from that study for the first time.
1) 91% of B2B marketers use content marketing, spending an average of 33% of their budgets on it. The use of tactics like research reports, videos, and mobile content is increasing.
2) Producing enough content is now the top challenge for B2B marketers, replacing producing engaging content which was the challenge in previous years.
3) The most effective B2B content marketers allocate a higher percentage of their budget to content marketing and use more tactics and social platforms than less effective marketers.
Shijilal.SS is a graduate pursuing an MBA in Marketing Management. He has over 4.9 years of experience working in retail companies like Hyper City Retail India Ltd and Max Lifestyle International Pvt Ltd, where he gained experience in merchandising, mannequin styling, planograms, and lighting. Some of his achievements include being named best employee twice and best employee of the month four times. He has launched over 60-70 window displays and is looking to improve his skills and creativity.
The senior care buyer has undergone massive change over the past few years. With infinite access to media, and infinite connectivity we must understand the new foundations for relating to the modern buyer.
2017 Digital Retail Innovation: 9 Areas Retail Marketers are Investing and WhySailthru
Sailthru's research and strategy experts unveil new insights from a 2017 retail marketing trends study. Check out the presentation to learn the top trends fueling marketing programs that are exceeding goals, key areas where retail marketers are investing in innovation, practical applications for where and how AI is being tested and strategic recommendations on how to put these insights into action.
The document is a report summarizing the results of a survey of over 5,000 marketers about their budgets, priorities, and strategies for 2015 across digital channels. Some key findings include:
- 84% of marketers plan to increase or maintain their spending in 2015.
- Top challenges for marketers are new business development, quality of leads, and staying up to date with marketing technology/trends.
- Social media, mobile, and email are seen as core channels, with marketers focusing on metrics like traffic, click-through rates, and customer satisfaction.
The document discusses key findings from a survey on e-marketing trends in India for 2013. Some of the main points are:
- Customer acquisition remains the top marketing goal for over 50% of Indian marketers, though this is declining as customer retention and brand awareness increase.
- Email marketing and social media are seen as the most effective online marketing channels and will receive increased investment. Close to half of emails are expected to be viewed on mobile phones.
- Integrating email, social media and SMS is most commonly used for promotions. Email effectiveness remains high, with 99% of marketers finding it meets goals. Behavioral targeting can increase email impact.
11 Shocking Stats That Will Transform Your Marketing Strategy Sailthru
We teamed up with Forbes to find out which marketers are actually taking advantage of retention and if focusing on retention really pays off. Fasten your seat belts, these results may blow your mind.
The gap between subscriber response and engagement
The gap between mobile and desktop click and CTO rates
The gap between smartphone, desktop and tablet purchases
The document summarizes key findings from a study of Instagram usage among the top 100 global brands in Q4 2014. It finds that more top brands are actively using Instagram, with the average brand posting at least once a week. Engagement is also increasing, with the average post receiving over 20,000 likes and comments. While most brands keep captions short, those that include @mentions see higher engagement. Location tagging and hashtags are underutilized tactics that are tied to more interactions. The study concludes by recommending best practices for brands based on leading examples.
This document summarizes an agenda for an email marketing trends event in 2014. The agenda includes presentations on research findings from an email marketing report, a case study on data-driven personalization from EasyJet, and a discussion of segmentation strategies. Key findings from the research include that email remains critical for marketing, ROI from email has increased to 2500%, and emphasis is growing on data-driven segmentation and personalization. The EasyJet case study shows how using customer data to personalize emails can boost sales. The segmentation discussion cautions that automation requires human input and that reducing contact frequency may hurt engagement and revenue.
30 Conversion Rate Optimization Stats You Should KnowSwayHub
It's no surprise there are loads of stats about conversion rate optimization. Learn some amazing facts about CRO that you can share with your boss and coworkers, or use to inform your own conversion testing.
eMarketer Webinar: Loyalty Marketing—Creating Stickiness in a Mobile WorldDaniel Caridi
Marketers of all stripes know that keeping an existing customer is easier and more lucrative than finding a new one, but fostering loyalty can be tough. Topics in this webinar include: What consumers want from loyalty programs; What marketers can do to increase consumer loyalty; How personalization can contribute to loyalty; How mobile has changed loyalty marketing.
Mobile devices have changed the consumer shopping journey by enabling research and purchasing at every stage. Consumers now use smartphones to initially research products (67% research in-store then buy online), get information while in transit to stores using location-based ads, check product details and wishlists in-store (84% use phones this way), get personalized recommendations, complete self-checkout using mobile payments, and share purchase experiences online (83% rely on social media reviews). Retailers can enhance engagement through mobile apps that integrate these capabilities and remind customers to review purchases, driving continued interaction.
A Beginner’s Guide to Successful Email Mailing In 2021Tool For Bsiness
Email Marketing is a brilliant digital marketing strategy to connect with potential customers. This involves the use of emails for promoting the brand and sells products or services to targeted customers. Toolforbusiness.com
What Do Customers Expect From Today's Customer Services?SurveyCrest
Customers want more than their expectations. Therefore it becomes a never ending challenge for the businesses to keep their customers satisfied all the time. Want to know what customers expect from you these days? Find out here!
eMarketer Webinar: B2B Marketing Automation—What’s New in 2016eMarketer
Marketing automation is no longer a “shiny new toy” for marketers—and that’s a good thing. Adoption continues to grow, and marketers are becoming more sophisticated by adding capabilities like predictive analytics and account-based marketing tools. Topics in this webinar include: Marketers’ current adoption and use of marketing automation platforms; How and why marketing automation platforms are being connected to other systems and data sources; What role marketing automation plays in enabling the buzzed-about practice of account-based marketing; What challenges marketers still need to overcome with marketing automation.
Sailthru did a study this past quarter of consumers across the US, the UK, and Western Europe to identify the drivers of brand loyalty for retailers and media publishers and opportunities for marketers to inspire loyalty, and we’re here to share some of the results from that study for the first time.
1) 91% of B2B marketers use content marketing, spending an average of 33% of their budgets on it. The use of tactics like research reports, videos, and mobile content is increasing.
2) Producing enough content is now the top challenge for B2B marketers, replacing producing engaging content which was the challenge in previous years.
3) The most effective B2B content marketers allocate a higher percentage of their budget to content marketing and use more tactics and social platforms than less effective marketers.
Shijilal.SS is a graduate pursuing an MBA in Marketing Management. He has over 4.9 years of experience working in retail companies like Hyper City Retail India Ltd and Max Lifestyle International Pvt Ltd, where he gained experience in merchandising, mannequin styling, planograms, and lighting. Some of his achievements include being named best employee twice and best employee of the month four times. He has launched over 60-70 window displays and is looking to improve his skills and creativity.
Un sismo ocurre cuando la corteza terrestre se rompe repentinamente, causando vibraciones que se propagan. El Perú se ubica en una de las zonas sísmicas más activas del mundo debido al movimiento de placas tectónicas en el Cinturón de Fuego del Pacífico. La Tierra está compuesta por la corteza, el manto, el núcleo externo y el núcleo interno. Los sismos pueden ser tectónicos, volcánicos o de colapso, dependiendo de su causa.
Terremotos En Argentina Como, Cuando, Dondeguesta174a2
Este documento proporciona información sobre terremotos, incluyendo una lista de los terremotos más importantes de la historia con su ubicación y número de víctimas, una explicación de los tipos de sismos y su origen, y detalles sobre magnitud e intensidad sísmica. También analiza zonas de Argentina con mayor riesgo sísmico y elementos construidos más vulnerables.
Este documento presenta la Norma Técnica Peruana NTP 350.043-1:2011 que establece los requisitos y procedimientos para la selección, distribución, instalación, inspección, mantenimiento, recarga y prueba hidrostática de extintores portátiles, excepto los de agentes halogenados. Incluye referencias a otras normas técnicas peruanas relacionadas y especifica el objeto, campo de aplicación, definiciones, clasificación de fuegos y riesgos, requisitos generales, selección, distribución
Este manual de emergencias describe los procedimientos y planes para prepararse y responder ante situaciones de emergencia. Incluye un inventario de amenazas, análisis de vulnerabilidad, conformación de brigadas, planes de emergencia y evacuación, y simulacros. El objetivo es entrenar al personal para proteger la seguridad de todos en caso de una emergencia.
El documento proporciona instrucciones sobre qué hacer en caso de incendio. Se recomienda llamar a los bomberos de inmediato y cerrar puertas y ventanas para evitar la propagación del humo. Las personas deben refugiarse en una habitación segura con ventilación y esperar a ser rescatadas por los bomberos. No deben usar el ascensor ni salir del edificio hasta que los bomberos autoricen que es seguro.
Este documento presenta el Plan Institucional de Evacuación y Prevención de Riesgos del Colegio Salvadoreño Inglés. El plan tiene como objetivo implementar acciones de evacuación inmediata para prevenir incidentes graves en caso de desastres naturales o siniestros. Describe los conceptos de desastres naturales, estrategias de evacuación antes, durante y después de un evento, y los recursos y organización del colegio para la evacuación, incluyendo señalización, extintores, y capacitación del personal.
Perú se encuentra ubicado en una zona de alta sismicidad debido a la interacción de placas tectónicas. Los meses con mayor número de sismos reportados en 2013 fueron julio y abril. Un sismo se produce por la liberación de energía en el interior de la tierra producto del movimiento de placas tectónicas y fallas geológicas, generando ondas sísmicas con epicentro y hipocentro. Existen escalas para medir la magnitud de los sismos.
Este documento establece los requisitos para extintores portátiles contra incendios en Colombia. Define el alcance, objetivo y unidades de medida. Lista las publicaciones normativas mencionadas como referencias, incluyendo documentos de la NFPA. Proporciona definiciones clave relacionadas con extintores.
Este documento proporciona instrucciones sobre qué hacer antes, durante y después de un terremoto. Recomienda inspeccionar rutas de evacuación y asegurar muebles para prevenir daños. Durante un sismo, aconseja mantener la calma, alejarse de ventanas y objetos que puedan caer, y refugiarse debajo de una mesa fuerte. Después, pide notificar daños a las autoridades, ayudar a otros y evacuar de forma ordenada si es necesario.
Un terremoto es un movimiento brusco de la tierra originado por la liberación de energía a través de ondas sísmicas en el hipocentro, que se propagan en forma de ondas primarias y secundarias. Los terremotos se miden en la escala de Richter y pueden generar maremotos u olas gigantes causadas por terremotos submarinos, como el maremoto de 2004 en el Océano Índico que dejó unas 250 mil víctimas en Indonesia y Tailandia.
Manual Para Casos De Emergencias Incendiocgniebuhr
Este documento proporciona recomendaciones para prevenir y combatir incendios. Explica que los incendios se pueden clasificar en tres etapas: amago, incendio parcial y fuego total. Recomienda mantener materiales inflamables almacenados de manera segura y revisar periódicamente los sistemas eléctricos. Durante un incendio, aconseja mantener la calma y usar extintores para combatir pequeños fuegos, o evacuar de manera ordenada para incendios mayores.
Este documento proporciona información sobre sismos, terremotos y tsunamis. Explica que los sismos se originan por el movimiento de placas tectónicas y pueden medirse en escalas de Richter e intensidad de Mercalli. Los tsunamis son grandes olas causadas por terremotos submarinos y pueden ser devastadores. El documento también ofrece consejos de seguridad como mantener la calma, alejarse de ventanas y tener suministros en caso de emergencia.
The document is a report from Simply Measured analyzing Twitter usage among the top 100 global brands in Q4 2014. Some key findings include:
- Brands increased posting by 11% year-over-year while growing audiences by 38% on average, and engagement per post rose 85%.
- Photos were the most common content and generated the most engagement, while links were also popular but engaged users less.
- Brands significantly increased interactions with users, with @replies making up 68% of tweets on average.
- Media brands like MTV and Disney drove the most overall engagement, while restaurant brands excelled at one-on-one interactions.
This document provides a guide for companies on delivering effective customer service on Twitter. It discusses how customer service is shifting to social media platforms like Twitter, where consumers' expectations of 24/7 service are rising. The document outlines the business opportunities for companies to improve customer satisfaction, gain operational efficiencies through lower costs, and generate new revenue through proactive engagement on Twitter. It also examines the challenges of proliferating customer touchpoints and setting up proper Twitter customer service capabilities. The guide then provides a 7-step framework for companies to establish a vision, define goals, implement a customer service strategy, and continuously improve their Twitter customer service over time to capture value and create differentiated customer experiences.
Guide Services clients sur Twitter / Customer service on twitter playbook 2015polenumerique33
This document provides a guide for companies on delivering effective customer service on Twitter. It discusses how customer service is shifting to social media platforms like Twitter, where consumers' expectations of 24/7 service are rising. The summary is:
1) Customers are increasingly using Twitter to contact brands for customer service and expect rapid responses, while Twitter enables personalized, low-cost interactions.
2) Case studies show brands can improve satisfaction, gain insights, increase revenue and reduce costs by 80% with Twitter customer service compared to phone calls.
3) However, scaling Twitter customer service poses challenges like prioritizing high-volume requests across channels and building specialized response capabilities.
4) The document offers a 7-
This document provides a guide for companies looking to implement effective customer service on Twitter. It discusses trends showing customers are increasingly contacting companies on Twitter for customer service. The guide outlines a seven step process for setting up customer service on Twitter, including setting a vision, defining goals and metrics, operationalizing a strategy, and building capabilities to scale. It also shares success stories from companies like Hilton and Microsoft and highlights how Twitter uniquely enables customer service through its conversational, public and real-time nature. The overall document serves as a playbook to help companies navigate providing customer service on the Twitter platform.
The Complete Guide to Twitter MeasurementMohamed Mahdy
This document provides a comprehensive guide to measuring performance on Twitter. It defines key engagement metrics like retweets, mentions, favorites and hashtags. It explains how to calculate potential reach and impressions to measure the size of the audience seeing tweets. Advanced analyses are also covered, like optimizing tweets to drive traffic or improve customer service. Tools for reporting and further resources are included at the end.
Complete guidetotwitteranalyticssimplymeasuredDaniel Howard
This document provides definitions and analyses for key Twitter metrics including engagement, retweets, mentions, favorites, hashtags, potential reach, potential impressions, and response rate and time. It discusses how to measure account engagement, audience, share of voice, and visual content effectiveness. It also explains how to optimize for site traffic, measure customer service, campaigns, and influence. The document aims to help readers understand Twitter analytics and how to use metrics to improve strategies and prove social media value.
This document provides definitions and analyses for key Twitter metrics including engagement, retweets, mentions, favorites, hashtags, potential reach, potential impressions, and response rate and time. It discusses how to measure account engagement, audience, share of voice, and visual content effectiveness. It also explains how to optimize for site traffic, measure customer service, campaigns, and influence. The document aims to help readers understand Twitter analytics and how to use metrics to improve strategies and prove social media value.
The document provides definitions and analyses for key Twitter metrics including engagement, retweets, mentions, favorites, hashtags, potential reach, potential impressions, and response rate and time. It explains how to measure account engagement, audience, share of voice, and visual content effectiveness. The document also outlines tools for optimizing site traffic, customer service, campaigns, and influence on Twitter.
Digital and social media afford businesses of all sizes a plethora of data that, if used correctly, can positively impact workflow, performance and profitability. In this guide, we’ll cover how measuring your Twitter presence and your audience’s response to it can turn seemingly random social interactions into strategy-changing insights.
Explore These Themes:
-A reference guide that includes definitions for Twitter metrics.
-Tips to determine objectives, align strategies and pick the right Twitter metrics for your brand.
-Strategies for tracking performance and transforming analytics into actionable insights.
The way customers engage with companies is shifting from telephones and email to social and mobile applications.
A social media strategy has now become a survival tool for almost all corporates to understand consumer preferences and perceptions towards their products, services and care
Social Media has changed the way we all serve and support our customers
The document analyzes how top SaaS companies use Twitter for customer support. It finds that 65% of top companies offer Twitter support, likely to address complaints and provide damage control. Incoming tweets are generally negative/neutral while outgoing tweets from companies vary - 15% are negative apologies, 23% are positive thanks, 62% are neutral requests for info. The best problem-solvers tweet objectives solutions while the worst receive the most angry tweets and respond with more subjective apologies. Constant Contact and ServiceNow have the highest rates of objective tweets making them the most helpful, while DocuSign, LinkedIn and Marketo receive the most complaints and use more subjective damage control responses.
This document provides an overview of key Twitter metrics that can be used to analyze a Twitter account's performance. It defines common metrics like engagements, retweets, mentions, favorites, hashtags, potential reach, potential impressions and others. It explains how to calculate engagement and the difference between mentions and replies. The document also outlines basic and advanced ways to analyze metrics to optimize account engagement, measure audiences, campaigns and influence. It provides examples of analysis reports and tools for reporting.
This document provides definitions and explanations of key Twitter metrics that can be used to analyze Twitter performance. It discusses engagement metrics like retweets, mentions, replies and favorites. It also covers metrics like potential reach and potential impressions that measure an account's total possible audience. The document aims to explain how to understand and leverage these metrics to improve Twitter strategies and campaigns.
E moderation social_media_and_customer_service-may-2013Emoderation
Social media is increasingly being used for customer service. 80% of companies plan to use it for this purpose. Customers expect fast responses - within 30 minutes on Twitter and same day on Facebook. This document provides tips on best practices for social media customer service, including monitoring conversations, triaging posts, integrating social and customer service teams, training representatives, and giving them authority to resolve issues quickly. It also examines what to expect from customer queries, such as a mix of positive and negative feedback, and expectations of rapid responses.
The document discusses how social media presents opportunities for call centers to better engage with customers. It provides examples of companies successfully using social media for customer service. It also offers best practices for call centers, including developing a social media strategy, monitoring conversations, training agents, and using applications that integrate social media with customer relationship management systems.
Should you or shouldn't you - be on Twitter?
This white paper summarizes Twitter usage patterns, business use case examples, and three ingredients for Twitter success.
It may help you make a more informed and prepared decision about HOW to get started with Twitter for Business.
The document summarizes key findings from a study of Instagram usage by the top 100 global brands in Q3 2014. It finds that more brands are actively using Instagram, with 86% now having accounts compared to 54% in 2012. Brands are standardizing their posting frequencies and driving more user engagement. Media brands are the most active on Instagram, averaging more posts and higher engagement than other industries. Overall, as brands increase and improve their Instagram activities, user engagement with branded content is growing substantially.
Power to the People: Customer Care and Social MediaCognizant
The growth of social media, including Facebook and Twitter, offers many opportunities for businesses to connect with customers. Nonetheless, most companies still view social media as an extension of their traditional sales and marketing efforts; few are using social media to strengthen customer care and offer customers consistent, seamless and satisfying experiences.
- Nearly all (97%) of the top 100 global brands have a Facebook page, and the majority (95%) actively post on their page at least once per week.
- The top brands have amassed over 1.1 billion Facebook fans collectively, with the average brand having 12 million fans. However, the top 5 brands skew this average with nearly 80 million fans each.
- Photos are the most successful type of content, making up 62% of posts but 77% of all user engagement. Links are being used more frequently than in the past.
2. Customer Service on Twitter - March 2015 #SimplySocial2
Introduction
With 43% of the Interbrand 100 Best Global Brands
maintaining customer service-devoted Twitter handles, the
network is swiftly becoming not only a brand awareness
mechanism and website traffic driver, but also a relied-upon
way to address customer issues swiftly and appropriately.
And brands with a customer service presence on Twitter
aren’t just sitting there and looking pretty: 31% of the
Interbrand 100’s customer service handles tweet at least
10 times daily. Sixty-three percent (63%) have an average
response time of under 8 hours—up from 53% for the same
timeframe last year.
In this study, we analyze the top brands in the world and
see how they use Twitter to interact with consumers and
build goodwill towards their brands. We’ll identify the tactics
that these brands use, the results they’re seeing, and lessons
to be learned.
288 million
monthly active users
500 million
Tweets sent per day
are on mobile
80% of users
3. Customer Service on Twitter - March 2015 #SimplySocial3
Methodology
This study looks at the Twitter activity of the Interbrand 2014
Best 100 Global Brands.
At the end of each year, Interbrand ranks the top 100 global
brands based on several factors, including market, brand,
competitor, and financial data. In 2014, Interbrand included
Twitter data as part of their ranking process for the first time.
The Interbrand 100 is an industry standard, and a standard
for our Simply Measured network studies. We analyze this list
because these companies are the best in the world at building
and maintaining a brand, which is a prerequisite to a successful
social media strategy.
Statistics cited in this study are based on data from 1/1/15 -
2/14/15.
All data was analyzed using Simply Measured’s industry-leading
social media analytics and reporting platform.
THIS STUDY ENCOMPASSES:
173,174 Tweets by 43 brands
1,098,407 followers
162,691 mentions from
61,881 unique Twitter users
@
4. Customer Service on Twitter - March 2015 #SimplySocial4
Definitions
Customer Service Handles
Twitter handles dedicated specifically to customer service
requests, independent of the brand’s main Twitter account.
Examples include @NikeSupport, @AskAmex, or
@AmazonHelp.
Total Mentions
The total mentions metric is gauged by how many times a
brand is mentioned – excluding Retweets. In this study, total
mentions applies to only handles dedicated to customer
service.
Total Responses
Total responses are measured by the number of times a
brand responds to mentions of its customer service @handle.
Response Time
The amount of time it takes an account to respond to a
Tweet. This metric can be measured by subtracting the time
of the original inbound Tweet from the time of response.
Average Response Time
The average of all response times among responded-
to comments during a specific time frame; in this study,
1/1/2015 to 2/14/2015.
Response Rate
Response rate is based on the number of Tweets responded
to. It’s calculated by dividing the number of mentions
responded to by the total number of Tweets that mention
the brand’s handle.
Tweets Sent
In this study, we’ve counted Tweets sent as the number of
overall Tweets sent by a customer service brand handle,
including responses to users who may have sent a Tweet to
the regular brand handle.
5. Customer Service on Twitter - March 2015 #SimplySocial5
USER BEHAVIOR
More Twitter Users Are Mentioning Brands, More Politely Than You Think
The number of times that the Interbrand 100’s dedicated customer
service handles were mentioned increased 41% year-over-year.
Customers are increasingly turning to Twitter to express frustration
at specific scenarios, and are more polite than you might think,
frequently using words like “please” and “thanks.”
Key Findings
• Interbrand 100 customer service handles were mentioned
162,691 times during the study time period, or 84 mentions
per brand, per day. This is up 41% year-over-year. Among
customer service handles that were active during the same
period both years, mentions increased 16%.
• “Please” was one of the most commonly used words in Tweets
mentioning the customer service handles of the Interbrand 100,
appearing 16,108 times, in 10% of customer Tweets.
• Other popular words included “thanks” (appearing in 9%
of Tweets), “already” (appearing in 7% of Tweets), “help”
(appearing in 7% of Tweets), “contact” (appearing in 7%
of Tweets), “error” (appearing in 6% of Tweets), “offer”
(appearing in 5% of Tweets), “now” (appearing in 5% of
Tweets), and “enrolled” (appearing in 5% of Tweets).
This chart shows how user mentions and brand responses have
grown since last year for the Interbrand 100.
Total Mentions and Responses for Interbrand
100 Dedicated Customer Service Handles
6. Customer Service on Twitter - March 2015 #SimplySocial6
Takeaway
Customers are using Twitter to resolve their issues more often,
and are mentioning specific terms related to their issues, like
“delivery,” “account,” “card,” and “app.” They are also using
words like “please” and “thanks” more frequently than one
might expect.
This word cloud shows the top words utilized in Tweets that
mention the Interbrand 100 during the study time period.
7. Customer Service on Twitter - March 2015 #SimplySocial7
ACTIVITY: CUSTOMER SERVICE TWEETS SENT
Brands Are Increasing Their Customer
Service Activity
While the number of top brands active on Twitter didn’t
increase year-over-year, the number of dedicated customer
service handles for those brands did increase. The number
of Tweets sent by brands with dedicated customer service
handles also rose. This suggests that more and more brands
are seeing Twitter as an effective means of resolving customer
service issues.
Key Findings
• The number of top brands with dedicated customer service
handles has increased by 19% year-over-year.
• @Replies account for 99% of sent Tweets from customer
service handles.
• The number of top brands who send 10+ customer service
Tweets daily has increased by 41%, the number of top brands
who send 50+ customer service Tweets daily has increased by
43%, and the number of top brands who send 100+ Tweets
daily has more than doubled, going from 7% to 15%.
Takeaway
Brands are getting more acclimated to using Twitter for
customer service purposes, and are consistently increasing
the number of Tweets they send out.
This chart shows how the number of customer service Tweets sent has changed
since last year for the Interbrand 100.
Customer Service on Twitter for the Interbrand 100
8. Customer Service on Twitter - March 2015 #SimplySocial8
ACTIVITY: CUSTOMER SERVICE TACTICS
Brand Response Tactics Vary Widely
Customer service handles for top brands most frequently point
users to online resources for resolving their issues, and least
frequently direct users to direct message (DM) the brand.
Key Findings
• 24% of responses from top brands direct customer service
queries to online resources, 15% apologize to users in their
responses, 12% direct users to email, 9% request more info,
5% direct users to call their number, and only 3% direct
users to DM.
• 80% of @AmazonHelp responses direct users to their site,
85% of @UPSHelp responses direct users to email, and
45% of @HSBC_UK_Help responses direct users to call a
telephone number.
Takeaway
Dedicated customer service handles for top brands use a wide
variety of tactics to respond to customers, from directing users
to websites to asking them to correspond over DM for more
privacy-sensitive matters.
This chart shows the top tactics that Interbrand 100 dedicated customer service
handles use, sorted by percentage of total Tweets from largest to smallest.
This chart shows the Interbrand 100’s top 10 dedicated customer service handles by
the most mentions and their use of different response tactics.
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
@HSBC_UK_Help
@AdobeCare
@AskeBay
@SamsungSupport
@UPSHelp
@NikeSupport
@AskAmex
@LumiaHelp
@AmazonHelp
Direct Users to Site Request More Info Direct Users to Email Diret Users to Call Direct Users to DM
9. Customer Service on Twitter - March 2015 #SimplySocial9
ACTIVITY: RESPONSE TIME
Top Brands Are Frequent, Speedy Responders
Ninety-five percent (95%) of top brands’ customer service
accounts send their responses within 48 hours when they do
send a response, showing a commitment to quickly resolving
issues on Twitter. A mere 5% of brands respond by the
impressive one hour mark. Average response times remain
largely unchanged from the same period last year.
Key Findings
• 95% of brand responses come within 48 hours, 91% come
within 24 hours, 86% come within 16 hours, 63% come within
8 hours, 42% come within 4 hours, 23% come within 2 hours,
and 5% come within 1 hour.
• The only notable change between average account response
times year-over-year was a 12-point increase in brands who
respond within two hours.
Takeaway
Dedicated customer service handles for top brands are good
at responding in a timely fashion to those who mention them
on Twitter, with 91% of responses going out within 24 hours.
There was no drastic change in average response times for top
brands year-over-year.
This chart shows how the average response times for the Interbrand 100
have changed from the same period last year.
10. Customer Service on Twitter - March 2015 #SimplySocial10
ACTIVITY: RESPONSE TIME VS. EXPECTED RESPONSE TIME
Top Brands Do Well at Meeting Customer
Expectations on Twitter
Using a combination of our data on Interbrand 100
response times and Lithium Technologies’ data on customer
expectations, we found that top brands are doing a good job of
satisfying customers with service via Twitter.
Key Findings
• 100% of customers who expect a response from a brand
within a few days are satisfied by the Interbrand 100.
• 86% of customers expect a response from a brand within 24
hours, and 97% of those customers have their expectations
met by the Interbrand 100.
• 53% of customers expect a response from a brand
within one hour, and 74% of those customers have their
expectations met by the Interbrand 100.
• 33% of customers expect a response from a brand within
thirty minutes, and 62% of those customers have their
expectations met by the Interbrand 100.
Takeaway
Dedicated customer service handles for top brands are good
at meeting customer expectations on Twitter, doing the best at
meeting customer expectations of a response within 24 hours
to a few days.
This chart shows how Interbrand 100 dedicated customer service handle response
times and customer expectations compare.
11. Customer Service on Twitter - March 2015 #SimplySocial11
ACTIVITY: TIME OF DAY
Most Mentions and Responses Occur During
North American Business Hours
Most dedicated customer service handle mentions and responses
occur between 5 AM PST and 3 PM PST, showing a North
American business day tendency by both users and brands.
Key Findings
• The Interbrand 100 customer service handles receive the
most mentions and send the most responses between 8:00-
9:00 AM PST.
• The Interbrand 100 has the best customer service response
time between 5:00-6:00 PM PST.
• The Interbrand 100 has the worst customer service response
time between 1:00-2:00 AM PST.
Takeaway
The Interbrand 100’s most active time for both responses and
mentions directly correlates to the North American business
day. Dedicated customer service handles see the least activity
and have the highest response time, predictably, in the
middle of the night, with mentions rising and response times
dropping from that point on.
This chart shows how activity for the Interbrand 100’s dedicated
customer service handles fluctuates by time of day.
12. Customer Service on Twitter - March 2015 #SimplySocial12
INDUSTRY ACTIVITY
Technology, Financial Services, and
Transportation Brands Are Mentioned Most
Technology is the most well-represented customer service
sector on Twitter. It also receives the most mentions and sends
more responses than any other sector.
Key Findings
• Eight technology Interbrand 100 brands have customer
service handles on Twitter. They received 45,636 mentions
and responded 30,273 times in the study period.
• Technology, financial services, and automotive verticals have
the greatest number of dedicated customer service handles,
but are also the most well-represented verticals on the
Interbrand 100 list.
• 100% of Interbrand 100 restaurant and transportation brands
have an active customer service handle.
• Apparel and electronics brand categories have the fewest
dedicated customer service handles, at two each. Their
response rate is impressive, however, at 52%.
Takeaway
Technology customer service handles like @MicrosoftHelps
and @SamsungSupport drove the most user mentions and
responses on Twitter during the given time period. Apparel
brands @hm_custserv and @ZARA_Care and electronics brands
@phillipscare and @SonySupportUSA received the fewest
mentions. The restaurants category (@KFCCustomerCare,
@starbuckshelp, @PizzaHutCares, and @Reachout_mcd) and
electronics category (@phillipscare and @SonySupportUSA)
sent the fewest responses.
This chart shows how activity for the Interbrand 100’s dedicated customer
service handles fluctuates by industry.
13. Customer Service on Twitter - March 2015 #SimplySocial13
TOP BRANDS BY DEMAND, PERFORMANCE, AND RESPONSE RATE
@AmazonHelp Has Most Mentions and
@UPSHelp Wins Lowest Average Response Time
As a huge global ecommerce brand, @AmazonHelp received the
most mentions during the study time period, and also boasted
a low average response time, showing the brand’s devotion to
keeping customers happy and coming back for more. @UPSHelp
responds to customers most speedily.
Key Findings
• @AmazonHelp received the most mentions among the
Interbrand 100 during the study time period, while also
scoring one of the lowest average response times, coming
in under an hour.
• @UPSHelp had the lowest average response time among the
most mentioned brands, coming in just under 16 minutes.
• Among the most mentioned brands, @LumiaHelp and
@NikeSupport boasted the highest average response rates
at 76% and 75%, respectively.
Takeaway
Of the top ten most mentioned brands in the Interbrand 100,
@UPSHelp has the fastest response time, while @LumiaHelp and
@NikeSupport boast the highest average response rates.
This chart displays the Interbrand 100’s top 10 most mentioned dedicated
customer service handles.
This chart shows the Interbrand 100’s top 10 most mentioned dedicated
customer service handles sorted by average response rate and response time.
14. Customer Service on Twitter - March 2015 #SimplySocial14
Conclusion
Top brands’ dedicated customer service handles are being
mentioned more frequently on Twitter. As a result, brands are
engaging in customer service efforts on the network at ever-higher
levels and with increasing success. Standout trends include:
• Customers are increasingly turning to Twitter to express
frustration at specific scenarios, more politely than you
might expect.
• Brands are getting more acclimated to using Twitter for
customer service purposes, and are consistently increasing
the number of Tweets they send out.
• Dedicated customer service handles for top brands use
a wide variety of tactics to respond to customers.
• Dedicated customer service handles for top brands are good
at responding in a timely fashion to those who mention them
on Twitter, with 91% of responses going out within 24 hours.
• Dedicated customer service handles for top brands are good
at meeting customer expectations on Twitter.
• The Interbrand 100’s most active time for both responses and
mentions directly correlates to the North American business day.
• Technology brands represent the largest group of Interbrand
100 customer service handles on Twitter.
Growing a healthy customer service presence on Twitter
requires meticulous measurement and vigilance. This
effort is becoming a necessity as customers turn to the
network more frequently to resolve their customer service
woes and get answers to questions. Interbrand 100
companies are experiencing progress, challenges, and
discoveries as they continue to experiment with customer
service techniques on the network.