Customer habits and expectations have changed. Have you? In May of 2018, according to McKinsey, roughly 20% of customer interactions were digital, from a global perspective. In December 2019, that number had jumped to 36%. And by July 2020, driven in no…

The last year has been a rocky rollercoaster that fed off the visceral sensation of fear itself. Finishing up my junior year at Howard University, I had just accepted my internship to work at the National Reconnaissance Office (NRO) and was preparing to …

Trying to design the perfect Interactive Voice Response (IVR) is like trying to train a dog to run faster than a Porsche. The entire paradigm is fundamentally disadvantaged at achieving the task it aims to achieve. Press 1 for bad customer service Nobody…

On March 30, Facebook announced that it will be deprecating its native analytics offering as of June 30, 2021. Facebook pointed marketers to its other business tools—including Facebook Business Suite, Ads Manager, and Events Manager—to help them understa…

Today’s customer is going to talk about your business one way or another. They’re going to chat, tweet, post, like, and share about you. They’re going to reply, comment, frown, LOL, and GIF about you. You can’t stop that from happening. That’s the world …

Life during a pandemic taught many lessons, among them that each moment is precious. Many of those moments are spent interacting with the people who are important to us, connecting with other humans like the social animals that we are. But there’s no sho…

Twenty Twitter accounts that deliver people-powered care Addressing customers by name. Using GIFs to make communication playful. Making your customers LOL, 😂 or ROTFL. These are all ways that brands can humanize Twitter care, and make a care interaction…

12 handles that help customers get more for their money In From AM to PM: Twitter Customer Care in a 24/7 World, we look at how Twitter care helps deliver value across four different value dimensions — including economic value. Customers turn to Twitter …

Sometimes customers just need to hear that you’re trying to help. When it comes to X, formerly Twitter care, simply taking ownership of a problem can have a powerful impact — whether taking ownership means moving customers to DM so that you c…

User-generated content (UGC) is a powerful way to incorporate statements, photos, and video from engaged participants into a campaign. UGC can tell a story from multiple points of view, painting a richer and more authentic picture than traditional market…

Twenty companies that go the extra mile It’s one thing to provide a prompt reply to a customer who tweets you with a question—and it’s another thing to anticipate an issue, or spot an opportunity to delight a customer, and reach out before they ever ment…

It’s believed that word of mouth marketing officially kicked off in the early 1970s when psychologist George Silverman created “teleconfered peer influence groups.” These events brought physicians together to discuss the latest pharmaceutical products. A…