Customer Service

Why Out-of-Control Social Conversations Are a Good Thing

Why Out-of-Control Social Conversations Are a Good Thing

Creating unnatural conversation pieces doesn't work online just as it doesn't work in real life.

Infographic: Can Increased Pressure Make CMOs Grumpy?

Infographic: Can Increased Pressure Make CMOs Grumpy?

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CMOs had greater responsibility once—it was awful, according to one famous feline.

1-800-Flowers's Mobile Marketing Blooms, but its Customer Service Withers

1-800-Flowers's Mobile Marketing Blooms, but its Customer Service Withers

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The floral and gift retailer grows its multichannel arrangement but finds thorns in its customer service.

Fast Facts: January 2014

Fast Facts: January 2014

Some quick info hits to keep you up-to-date, including the percentage of U.S. shoppers who switch service providers due to poor customer experiences.

Mind the Gap (Visa Card)

Mind the Gap (Visa Card)

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Visa, it's everywhere you want to be...until where you want to be is a diner in Tenafly, New Jersey, and your card is declined.

Word to the Wise: Customer Experience

Word to the Wise: Customer Experience

Far too many marketers equate customer experience (CX) with customer service, thus overlooking marketing's role in CX—which is significant.

Infographic: Horrifying Customer Service Can Be Deadly

Infographic: Horrifying Customer Service Can Be Deadly

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Marketers need to treat their customers, not trick them.

News Byte: 59% of Companies Take More Than Eight Hours to Respond to Email Inquiries

News Byte: 59% of Companies Take More Than Eight Hours to Respond to Email Inquiries

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Email is one of the slowest customer service channels. But it's also the channel customers use most often to complain.

Infographic: The State of Customer Experience (CX)

Infographic: The State of Customer Experience (CX)

In honor of Customer Experience Day on October 1, we're sharing the latest data from Temkin Group on the state of CX today.

Is Customer Service Killing Your Brand?

Is Customer Service Killing Your Brand?

4 reasons marketers should care about customer service and how it affects their branding and customer retention efforts.

Q&A: John Greenleaf, Global Head, DoubleTree

Q&A: John Greenleaf, Global Head, DoubleTree

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Greenleaf reflects on his experience in the hospitality industry and cites a considerable customer service faux pas to avoid.

How Marketers Can Better Serve the Customer

How Marketers Can Better Serve the Customer

Shredding the barrier between customer service and marketing can create powerful results.

Q&A: Jon Arnold, principal, J Arnold & Associates

Q&A: Jon Arnold, principal, J Arnold & Associates

The customer service expert talks about the vital need for collaboration between marketing and sales.

Missed (Marketing) Opportunities

Missed (Marketing) Opportunities

What assets are slipping through the cracks in your marketing?

Not Even a Free Sandwich, Delta? Really?

Not Even a Free Sandwich, Delta? Really?

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Weather may be weather, but customer service is also customer service—and the two shouldn't be mutually exclusive in the airline industry.

Just Ask Watson: IBM Unveils the Watson Engagement Advisor

Just Ask Watson: IBM Unveils the Watson Engagement Advisor

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According to IBM, 50% of the 270 billion customer service calls placed each year go unresolved. But Watson can help.

The Blending of Marketing and Service

The Blending of Marketing and Service

Why social customer service must be a part of a company's marketing strategy.

Is Bad Service Undermining Your Marketing?

Is Bad Service Undermining Your Marketing?

Beware of planting seeds that lead to disastrous customer service--and negative word of mouth.

Sitting in the Marriott Lobby at 1:15 A.M.

Sitting in the Marriott Lobby at 1:15 A.M.

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Customer service is marketing—without it, there won't be any customers to service.

The Showrooming Effect: Leveraging the In-Store Experience

The Showrooming Effect: Leveraging the In-Store Experience

What then drives the more than 40% of shoppers reported to engage in showrooming away from the store and onto the virtual sales floor?

Are You (Listening) Taking Action?

Are You (Listening) Taking Action?

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Companies should "listen" to customers—but action is what really matters.

For Virgin America, the Sky's the Limit

For Virgin America, the Sky's the Limit

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Email marketing helps Virgin America's customer satisfaction soar.

If a Customer's Voice Falls on a Monopoly, Does It Make a Sound?

If a Customer's Voice Falls on a Monopoly, Does It Make a Sound?

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One man's bold expedition through a customer service minefield ends inside a cable company's secret inner chamber.

The Rise of Pro-Choice Customers

The Rise of Pro-Choice Customers

The era of "You Snooze You Lose" (YSYL) is quickly fading.

Infographic: Marketers' 2013 Wish List

Infographic: Marketers' 2013 Wish List

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What would marketers like more (or less) of in 2013? Direct Marketing News asked readers to share their wish list for the New Year.

Taco Bell markets its quality experience with a new menu

Taco Bell markets its quality experience with a new menu

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Fast food restaurants often market the dining experience as much as the food itself. Take Taco Bell, for example.

Data Is a Marketer's Best Asset

Data Is a Marketer's Best Asset

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Marketers look to gain an edge by using analytics.

Big Data: Don't Believe the Negative Hype

Big Data: Don't Believe the Negative Hype

Big Data: Is it good or is it bad? Should it be used by vendors or consumers? The answer is a resounding 'yes.'

Consumers get some satisfaction

Consumers get some satisfaction

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As U.S. consumers become increasingly indifferent to discounts, customer service grows in importance.

Delivered: Post-Hurricane Sandy emails

Delivered: Post-Hurricane Sandy emails

What's in our mailbox this month: Did these brands hit the mark after the storm of the century...or did they just blow?

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Featured Articles

Turning Big Data Into Smart Data

Turning Big Data Into Smart Data

It doesn't matter how much data you have if you don't integrate your data sets, says market researcher Matthias Hartmann.

5 Reasons to Rethink Radio Right Now

5 Reasons to Rethink Radio Right Now

Radio version 2014 delivers an exciting palette of marketing tools to make the medium of sound more effective for direct response advertisers.

Brands Have Lost Control, and It's OK

Brands Have Lost Control, and It's OK

How marketers can navigate the new customer engagement era.