Talking Twitter: Customer service through social media
For the modern brand online, dealing with customers face-to-face isn’t an issue – but the fervour that people voice over the phone isn’t as drastic as the vehemence of ornery online consumers. Social media engenders a sense of freedom and often entitlement, leading to outlandish statements from users who are disgruntled by brands. You can try placate them, reason with them or ignore them entirely, but some social media teams choose to riposte with scathing or witty comments.
How has Twitter been analysing the impact of #BlackFriday?
For US consumers, Black Friday is a well renowned retail tradition, with the day following Thanksgiving Day being synonymous with stores opening early with big discounts. In the UK, plenty has been written over the impact ‘Black Friday’ would have – with the result being casualties, fights and even arrests in what was described as scenes of “bedlam” earlier today. Yet according to Twitter respondents, the majority of global opinion on Black Friday was of a positive nature, according to social media analytics provider Crimson Hexagon.
Captify: Is search retargeting the future of advertising as we know it?
It’s official: for publishers and brands, traditional banner ad campaigns simply don’t cut it anymore. With acceptable CTR figures continuing to slide, and users becoming increasingly immune to online advertising, something had to give. UK-based startup Captify is one of those companies looking to change things round. While the importance of real time bidding (RTB) models increases, Captify takes it one step further by being one of the primary companies to use search retargeting technology, whereby users view banner ads based on their search terms.
More than one in three brands have “no idea” where their ads appear
The latest research, this time from Project Sunblock, has revealed that more than a third of brands are unaware about where their advertising content is appearing. Overall, around 7.78 billion display advertising impressions are put alongside the more nefarious areas of the web, from phishing and malware to violence, pornography and illegal drugs.
Brands have only got 71 seconds to secure customer loyalty, report warns
Brands have on average only 71 seconds before the consumer has made their mind up about what to expect from them, a new survey has found. The report from cloud platform LivePerson, entitled ‘Connecting With Customers’ which polled over 6,000 consumers across four continents, also revealed that more than two thirds (67%) of consumers shopping online have received no reply from retailers after firing off a support email, with over half of cases not being resolved on the first email reply.
Are brands overlooking smartphones as a sales channel?
New research from ResponseTap has revealed that, for marketers, smartphones offer three times more conversions than previously thought. According to the research, which was an analysis of more than 450,000 on and offline transactions, previous studies looked at buying patterns from users who had only used smartphone browsers.
Yahoo! starts domain name auction, clearing out lots of real estate
Roll up, roll up. Yahoo! is for one week only clearing out over 500 domain names built up over the years – with prices ranging from $100 to $1.5m. The event, dubbed ‘Domainapalooza’, runs until November 21 and according to Kevin Kramer, deputy general counsel, once the company had stumbled upon these URLs, it was only fair to let other companies use them rather than hog the real estate.
One in four marketers hasn’t executed a cross-screen advertising campaign
Here’s an interesting survey result, this time courtesy of digital advertising provider Undertone: one in four marketers has not yet launched a cross-screen advertising campaign. This isn’t to say they’ve not considered it. 84% of marketers surveyed and 92% of agencies said they were considering deploying a campaign – and none of the respondents said they were looking at decreasing their budget for it.
Local brands most important to UK consumers, report reveals
UK consumers are more likely to put trust in British brands, according to the latest industry survey from customer experience specialist Nunwood, with Amazon the only non-UK company in the top 10 best brands. The survey, which looked at the 100 most popular brands for UK consumers, saw John Lewis claim the top spot ahead of retailer QVC and bank First Direct, with Amazon – who claimed top spot this time last year – shunted down to fourth.
Twitter’s IPO and market debut: Where do things go from here?
Late last night, Twitter announced that it had priced its IPO at $26 a share – above the $23 to $25 range announced on Monday putting the firm’s value at around $17bn. This put the finishing touches on one of tech’s most eagerly awaited public offerings. With initial value figures predicted at anywhere between $10bn and $15bn, this represents a vote of confidence in the micro-blogger.