Andy on Twitter

  • Publicis prioritizing investment is super smart. Nothing to be gained from investing in Cannes. Way over priced ,
  • Cannes this year is both shallow and disappointing. Some ok content but overly commercial and no CMO agenda ,
  • Shares in Cannes Lions' owner fall as Publicis pulls out and WPP voices doubts ,
  • All marketing arcs lead to membership. @Cannes_Lions,
  • Sharing = currency of communications. The system (social media) carries the currency and enables transactions . @Cannes_Lions,
  • Better never stops @Cannes_Lions,
  • Love the power of great brands + great artists + great institutions being drawn together by the artist ,
  • Yup ,
  • Unification of Unilever marketing org means better control over assets - less duplication/volume and more localization @Cannes_Lions,
  • Keith makes a fair point on reach - is about reaching those you haven't reached. @Cannes_Lions,
  • Creativity is last source of competitive advantage. Maybe... ,
  • Unstereotyped ads perform 25% better. a convenient number? but just the same a powerful point if even 5% better. @keithweed,
  • Brand safety and suitability go hand in hand. Some progress made but way to go. @keithweed,
  • Time to tackle the bots. Rip the ad fraud out. No such thing as cheap media. @Cannes_Lions,
  • Must count 100% of pixels as a view. Not 50% and not less. Need for 3rd party verification @Cannes_Lions,
  • Learned

Customer Service in the age of Social Media

A great post on customer service and social media. Thought this was a powerful idea.

Customer service performance constitutes one of the key dimensions of brand health, and directly impacts customer acquisition, share of wallet and loyalty. Gauging customer service performance used to require private feedback loops with an inherent time lag. But those days are gone. Today, customers tweet publicly and instantaneously about customer service experiences they have in any channel (in-person, phone, email, online and social media. They are also brutally honest about their feelings. Unlike traditional surveys that poll a consumer’s service experience and include a spectrum of satisfaction, tweets are predominantly binary and convey either highly positive or negative emotional views. Analyzing these posts unveils a simple and transparent barometer for how your company’s customer service is doing across the board. The Customer Service Sentiment (CSS) score, developed by NM Incite, gives companies a score that reflects the level of positive sentiment customers have toward that company’s customer service efforts. The higher the score, the more satisfied the customers are with their experiences.

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