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Industry Research : 81% of Retailers Utilizing Social Media for Customer Engagement Indicate their Methods Need Improvement -- BRP Report

#contactcenterworld

Are you really taking full advantage of your social media channels in terms of creating and developing new business opportunities. The following industry research reveals five key trends you can look at to help improve your social media interactions with customers.

According to a new special report from Boston Retail Partners (BRP), social media produces unlimited opportunities to create a memorable and personalized customer shopping experience; however, most retailers are not successfully executing their social media strategies. According to the BRP SPECIAL REPORT: Enhancing Customer Engagement Through Social Media, 81% of retailers using social media to engage with customers indicate that their processes need improvement.

"Social media provides retailers with unprecedented visibility into their customer base. It provides a venue where retailers can directly communicate with their customers and it can be an extremely powerful tool for collecting and using customer insights to improve planning decisions," said Brian Brunk, principal at BRP. "Retailers can understand who the customer is, what she wants, when and where she wants it, and even why she wants it based on social media postings and feedback."

This Special Report provides insight into BRP’s 2016 Customer Experience/Unified Commerce Survey and highlights the social media opportunities and challenges facing leading retailers today.

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INVITATION

We invite you and your colleagues to join us LIVE as we take the highest rated industry conference back on the road in 2022 - join us and the elite in the industry at the 17th annual NEXT GENERATION Contact Center & Customer Engagement Best Practices Conferences!

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....CONTENT CONTINUED BELOW

The report identifies five key areas where retailers should utilize social media to improve the customer journey:

Experience – 69% of retailers see opportunities to utilize social media to enhance the customer experience.

Interaction – 75% of retailers support customer interaction via social media.

Endorsement – 59% of retailers plan to utilize brand advocacy/ social media endorsement as a source for identifying their most valuable customers within three years.

Satisfaction – 59% of retailers utilize social media comments as a means of measuring customer satisfaction.

Insight – 60% of retailers capture customer feedback and insights from social media and online comments.

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: http://www.prweb.com/releases/2016/08/prweb13624391.htm


Today's Tip of the Day - Offer Voice As Well As Touch Tone (Part 2)

Read today's tip or listen to it on podcast.

Published: Wednesday, December 28, 2016

Printer Friendly Version Printer friendly version

2022 Buyers Guide Translation Services

 
1.) 
OpsTel Services

Platform Data Transformation
OpsTel is proud to provide our clients with a software automation service that is used to aid in the transition from one platform to another utilizing both speed and accuracy. Whether it is going from premises to premises, premises to cloud, premises to private cloud or even a hybrid deployment; OpsTel has the ability to help cut your transition time so you can focus your efforts on remaining architecture priorities.

We’ve observed conversions as high as 85% - in as little time as 30-minutes - with remaining client specific complex integrations being done by employees or professional services of your choice leveraging our Platform Data Transformation™ solution.

Features include:

*T...
(read more)

2.) 
Tru29 Outsource Solutions Inc.

Back Office Solutions
Although the customer-facing type of tasks is essential to good customer experience, tasks being done in the background is as important.

Tru29 has been providing this type of outsourcing solutions to various businesses across the globe so you can be assured of a reliable and experienced workforce.
 

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