According to IBM, 50% of the 270 billion customer service calls placed each year go unresolved. But Watson can help.
Why social customer service must be a part of a company's marketing strategy.
Beware of planting seeds that lead to disastrous customer service--and negative word of mouth.
Customer service is marketing—without it, there won't be any customers to service.
What then drives the more than 40% of shoppers reported to engage in showrooming away from the store and onto the virtual sales floor?
Companies should "listen" to customers—but action is what really matters.
Email marketing helps Virgin America's customer satisfaction soar.
One man's bold expedition through a customer service minefield ends inside a cable company's secret inner chamber.
The era of "You Snooze You Lose" (YSYL) is quickly fading.
Fast food restaurants often market the dining experience as much as the food itself. Take Taco Bell, for example.
What would marketers like more (or less) of in 2013? Direct Marketing News asked readers to share their wish list for the New Year.
Marketers look to gain an edge by using analytics.
Big Data: Is it good or is it bad? Should it be used by vendors or consumers? The answer is a resounding 'yes.'
As U.S. consumers become increasingly indifferent to discounts, customer service grows in importance.
What's in our mailbox this month: Did these brands hit the mark after the storm of the century...or did they just blow?
Emirates Airlines this week takes off with a tablet-based customer knowledge program aimed at making its service truly first class.
Orbitz and Kayak are two of the bigger fish swimming in a pond that is supersaturated with competing travel sites. So, how do they stack up against each other?
Many companies' follow-up to Hurricane Sandy is loyalty marketing disguised as customer service.
What does 'thank you' have to do with direct marketing, Quite a lot, actually.
Please, solve my problem before you ask for a referral.
Godiva's Pete Campbell, director of corporate sales and customer service on why it's the personal touch that matters, whether we're talking B2B or B2C.
Marketers and customer service leaders need to unite. The customer expects no less.
Should marketers care about services? Readers respond to the October Gloves Off question.
Three tactics for companies to reward (and attract) influencers this holiday season while building brand loyalty and generating sales
It's become imperative for marketing and customer service leaders to collaborate to improve the customer experience and harness opportunities to boost revenue and bolster loyalty.
Southwest Airlines exemplifies superb damage control by acknowledging duplicate bookings and addressing consumers directly via social media.
During his keynote speech at the Experian Marketing Services Digital Summit in Las Vegas July 27, Charles Duhigg talked about why it's important to build good habits in your employees.
I've been going to Dunkin' Donuts for a while, but it wasn't until recently that I felt like an appreciated customer.
Direct marketers need to focus on customer service just as much as they focus on customer data and social media strategies.
Party supply company PartyPail.com radically reduced its phone bill and created better customer engagement by calling on VoIP service provider Vocalocity.
Company of the week
R2C creates, produces, distributes and measures messages that inspire and compel consumers to do something with a brand to drive commercial advantage. The full-service advertising agency specializes in creative, production, media, analytics and performance.
What's in our mailbox this month: fitness postcards from Retro Fitness, American Woman Fitness Centers, Union's United Taekwondo Academy, and Bally Total Fitness. (We're totally pumped.)
Social data can improve a brand's bottom line and customer relationships. Just ask brands Infiniti and Diamond Nexus.
Here are three must-have data sets that every marketer should include in his or her email strategy.