Help Scout

AUGUST 12, 2021

Social media has been part of our online lives for a couple of decades now. Providing customer service over social media is much newer, tied closely to the growth of ecommerce and online business. Do you need to offer support on social channels? Do you need to offer support on social channels?

Social Media 145

Social Media Customer Service Direct Marketing Customer Experience 145

Customer Experience Matrix

FEBRUARY 1, 2010

The connection is that these both support my feeling that many members of the old-line database marketing community have failed to adapt to the new world of digital marketing. They did move from direct mail to email, but those are pretty much the same thing. Industry vendors who support them will thrive.

Social Media 75

Social Media Direct Marketing 75

Customer Experience Matrix

SEPTEMBER 3, 2009

Summary: Here are links to about twenty studies with statistics on online media consumption and advertising spend. Many are contradictory, but it's clear that marketers need to invest in social media, which might eventually replace search as the primary way that customers find them. So the jury is still out.

Social Media 85

Social Media Entertainment Engineering Outlook 85

Customer Bliss

JULY 12, 2016

In this episode, I’m talking with Dave Mingle, the General Director of Global Customer Experience Execution and Planning for General Motors. First, they needed to evaluate and establish the need for embedding customer experience. General Motors gets 100,000s of customer feedback points — surveys, etc.

Customer Experience 0

Customer Experience Retail Customer Journey Map Social Media 0

Customer Experience Matrix

NOVEMBER 18, 2011

Social Media. The first wave of marketing automation features for social media is now several years old. These included making it easier to share emails and Web pages, tracking shares through embedded URLs, and monitoring social media conversations. Here are some trends I expect will be important.

Social Media 70

Social Media Manufacturing CRM Direct Marketing 70

Customer Experience Matrix

FEBRUARY 23, 2011

MarketingPilot started as an operations management tool for mid-size direct marketers, with features for project management, list and media buying, source code tracking, expense capture, and vendor management.

Social Media 64

Social Media CRM Direct Marketing Engineering 64

Customer Experience Matrix

FEBRUARY 2, 2010

By contrast, most digital marketing contacts are initiated by the prospects themselves in response to an advertisement or social media message. Certainly digital marketers can select their advertising audiences, but this resembles traditional media buying more than an outbound direct marketing campaign.

Social Media 78

Social Media Direct Marketing Start-ups Gaming 78