Trinicom, a Dutch vendor of Customer Interaction Management and web based self-service solutions, has announced the results of the edition 2009 of it’s customer service report.
One of the findings of the report is that the main functions that customers expect to find on a website are…an e-mail address and a telephone number. E-mail, the research, says, is still the most popular tool to ask questions to a company.
A fax number is the least important this year, last year the last place was for chatboxes. So there maybe is life for all kinds of live contact chat tools. But still: the traditional customer service channels are the most preferred.
When sending an e-mail to the customer service of a company, 54.5% of the respondents expect at least a notification that the mail has been received and in what timeframe it will be answered.
More on this link.
Sunday, 4 October 2009
Dutch customer service research: e-mail still preferred contact channel
Friday, 4 September 2009
Social Media Strategic Framework
Our Chief Digital Officer, Steve Sponder (blog / Twitter), in collaboration with key luminaries from our agency (I grandly include myself in that) has created our Social Media Strategic Framework. Let me know your thoughts.
Here’s the thinking:
More on SlideShare
Thursday, 23 July 2009
Twitter: the next big thing for your brand. Or not??
As a bit of an online junkie (some may even say whore), I love new tools and love new social networks like last.fm and facebook. I finally started to use Twitter a few months back, though I am still not really sure what it is all about and why it has become so hot.
To me it feels like a jumble of stuff and the more people you follow the more jumbled it gets. I thought it would be a good place to keep on top of news but find google news is better.
But one of the most interesting things that really made me ponder this whole topic last week, was a short interview and discussion on one of my most favourite podcasts (Media Guardian Podcast). On it they interviewed a 17 year old work intern they had who very bluntly said that Twitter is for celebrities who want to go on about "I am", and old people (by which she meant over 30) saying "look how young I am by using this".
It really made me think. The place to look for the next big thing is what teens and what this very online savvy generation is doing. By the time many of them get more mainstream, and your work mates start using them, it is time to think either:
(1) This tool is now past it's peak and past it's cutting edge. Our use of it may date us, may make us seem too establishment and behind the curve. OR
(2) This tool is now mainstream and time to embrace it!
Which option is right depends on your brand. So if you are a trendy young and cutting edge brand you probably need to be on what is scorching hot and new. More mainstream brands should look to the 2nd.
Either way you need to embrace these new tools and at least be trying...
visit my twitter feed at http://www.twitter.com/garybembridge
Wednesday, 17 June 2009
Interactive Twitter ad for Volkswagen: I like it!
Found via Adverblog: Your tweet, your Volkswagen: a "rich media banner that profiles your tweets and gets back to you with the recommendation of the ideal Volkswagen for you."
Click on the screenshot below to try it out for yourself:
I'm not sure how this application can analyse my 5,000+ Tweets so fast, but it helped me discover that the VW Jetta is the perfect Volkswagen for me. According to an unverified Twitter source, there are 26,965 active Belgian twitterers. Compared to the 5,5 million online Belgians that's definitely a niche audience but still: very impressive and creative ad campaign.

